If you treat your customers better than the giant retailer down the street, you can bet you’re going to get their tire business first. It all boils down to common courtesy. Offer the reality of great customer service and consideration. Treat your customers this way every time, all the time.
Here are some things you can do that all tire dealerships should do:
• Greet customers when they walk in the door.
• Answer the phone like you have time to talk; treat every customer as if he or she is your favorite customer of the day.
• Listen to exactly what the customer is saying and ignore the personal cell phone ringing in your jacket.
• Address customers by name if you know it.
• Say “please” and “thank you” and “you’re welcome.” These simple words go much further than “sure,” “uh-huh” or “no problem.”
• Treat employees well. They’ll pass that respect and appreciation along to your customers.
• Deal with complaints. Don’t let an e-mail message or phone call, even an unpleasant one, go unanswered.
• Be honest.
• Smile.
• Don’t judge how much someone will spend based on how they are dressed. Some of your best tire and wheel customers leave the house in jeans and a ball cap. Don’t let that fool you. Whether they are in jeans or a business suit, their bank account is what matters.
• Follow through. If you’re going to find something for a customer in the parts room, don’t let yourself get distracted along the way.
• Empathize.
• Be nice. Would your parents want to hear you talking to someone in a condescending way?
And, remember, customers blog. With the click of a mouse, they will tell others how good (or bad) their experience has been in your tire dealership. Bloggers can share information with hundreds of people in seconds.
You’ve heard it many times, and it sounds so simple. It’s the Golden Rule: Treat others as you’d like to be treated. Start from this point, and customer service and retention will become easy and natural.
– Source: Tire Review Business Toolbox
