Common Customer Service Myths Exposed
How to break down the myths of customer service, get into customers’ heads, and figure out the best way to serve them and turn a problem customer into a customer for life.
Great Eight Practices for Creating a Winning Team Culture
Creating a "winning team corporate culture" is all about effectively managing your team members’ attitudes, behaviors and actions. Here are my great eight practices for creating a winning team culture that supports world-class sales and customer service objectives. • Unengaged Employees Don’t Create Engaged Customers: While this is more of an affirmation than a practice,
Emotional Engagement is the Key to Customer Loyalty
In the November 2011 issue of Tire Review, I wrote about how Amazon.com has become a world-class customer service organization by properly balancing the functional and emotional elements of the customer experience (to review, click here). In this issue, we’ll explore emotional engagement further and review what you need to do in order to create
Thinking Outside the Box: The Key to Higher Car Counts
Regardless of how much name awareness your company carries, one thing is for certain: You sell a service, not a product. In a category not subject to impulse buys, tire dealers must think like customers in order to improve their businesses.
Appeal to All Senses All the Time to Keep Customers
The independent tire dealer is always facing tough competition. Major tire chains, mass merchandisers and warehouse clubs drive a hard bargain and claim a volume award when it comes to new tire sales. So how can an independent tire dealer stand out among his or her peers to appeal to consumers on the same level?
Follow These Two Rules to Maintain a Customer-Centric Focus
In order to achieve ultimate success, tire dealers must ensure all their systems, processes, programs, policies, procedures and initiatives are properly aligned to focus on improving the customer experience. A major part of this accomplishment is to make certain all employees consistently execute customer-focused behavior. The following are the two most important rules of achieving
The Best Idea I’ve Ever Had
Top tire dealers share that one brilliant idea that shaped their success.
Hit These Five Targets for Extremely Satisfied Customers
There’s a lot of discussion these days about providing superior customer service – in fact, this subject is the cornerstone of my Pinnacle Performance sales and customer service training for the tire/auto service industry. For many, “superior” customer service may sound like the latest buzzword or something reserved for the elite who tend to pass
Get a Solid Education in Customer Service from Amazon.com
I love Amazon! Over the past five years or so, I have purchased countless items from Amazon: books, DVDs, office supplies, electronics, coffee, assorted gifts and a lot more. In fact, rarely does a week go by without at least one Amazon package arriving from UPS.
10 Surprisingly Common Examples of ‘Business Poison’ to Avoid
Every tire dealer talks about customer service, but how well do dealers design customer service programs that build their business? When you review all of the things that contribute to the success of a dealership – products, marketing, price and more – customer service is the only one that begins and ends with and can
The Debate: Is The Customer Always and All Ways Right?
[Editor’s Note: The following was an unintentional exchange between publisher and reader that occurred earlier this year in issues of Tire Review‘s sister magazine BodyShop Business. Editor Jason Stahl wrote his editorial "A Customer’s View" in the July 2011 issue of the magazine, which elicited the "The Customer Is NOT Always Right" Letter-to-the-Editor response in
Tire Dealers Find Success With Mobile Apps
apps are more user-friendly in their simplicity. And while some apps exist simply to make money – the ones sold specifically to generate income, or to promote advertising, subscriptions and “in-app purchases” – the types currently used by tire dealerships usually focus on branding, customer service or marketing. These apps typically are free to the