Ten Service Quality Essentials
Texas A&M University conducted a study to determine the key components involved in service quality. Researchers polled service managers and consumers from various service businesses, and the results highlighted 10 components integral to a successful service business. This research is applicable to many businesses, including independent tire dealerships. For best results, print out a copy
Psychological Factors in Sales
Sales experts agree that when you "assume the sale," it can be a powerful tool for increasing sales performance. When a B2B salesperson thinks positively throughout a presentation – continually envisioning that the sale will be made – this positive feeling projects to the customer and helps facilitate the purchase. The best thing a salesperson
Servicing the Customer
You’re in business to make money. And just how to do you make money? By selling tires and performing undercar work? No. You make money by providing customer service. Satisfied customers translate into bigger profits. Customers crave honesty, and they seek out companies that maintain commitment to customer service. In fact, you might do better
Customer Service Defined
Whether you’re a retailer, wholesaler, commercial dealer or retreader, customer service should be an important element of your business. Too many companies confuse customer service with order-taking and tracking, or even direct sales. Nothing could be further from the truth. Customer service is basically problem resolution – either to prevent problems from arising or to
Gaining Customers’ Trust
Most people want to be liked. Same with any business owner. But profit- and growth-wise, experts say, its better to be trusted by your customers. Trust comes from dealing with customers honestly and by working closely with them to find solutions to real problems – especially if those solutions are less expensive. By discovering what
Demystifying the Art of Customer Referrals
Referrals. What are they good for? I’ll tell you – absolutely everything!When you boil it all down, most companies are all in the same business: the business of customer service. Yes, we may all sell different products and services, but in the end, we are all in the business of providing customer service. Even hospitals
Spectacular Showrooms
These days, when it comes to showrooms and customer lounges, there’s a lot of potty talk going on. But, it’s not what you might think. Tire dealers are literally cleaning up their act, and it has nothing to do with verbal communication. It has everything to do with attracting and keeping customers. “I’m very serious
Getting Every Last Drop: Vendors Offer More Than Just Product – But You Have to Take the Time to Benefit
You have five “urgent” phone calls that “must be returned immediately,” an HR crisis that can’t wait, and a customer who demands “you” take care of them. Your insurance carrier thinks you should update your coverage and the bank just called because there is a “problem” with your account. Let’s not forget the fire inspector
Principles of Persuasion: Magic Words and Power Phrases
Whether you’re communicating with customers, suppliers or employees, your success as a leader is defined by your ability to persuade with clarity and passion. In fact, you might say that leadership is synonymous with effective communication. It’s not a stretch to say that the overall profitability of your tire dealership is directly linked to your
The Platinum Rule of Service
Years ago, I attended a seminar at which a consultant introduced the audience to the concept of the “Platinum Rule." Most of us are familiar with the Golden Rule: “Do unto others as you would have them do unto you.” At the seminar, Dr. Alessandra introduced us to the concept of the Platinum Rule: “Do
Customers for Life!
The most successful companies place great value on developing lifetime relationships with their customers. In today’s competitive marketplace, they’re aware that their customers are aggressively prospected, and their loyalty cannot be taken for granted. Customer-focused companies recognize that relationship building and follow-on service are critical components for promoting both customer retention and revenue growth. First
Seven Ways to Jumpstart Word of Mouth
Your business depends on good word of mouth. Without it, you are probably missing out on your best sales and are more vulnerable when something bad does happen. What many business owners fail to realize is that there are many ways to create good word of mouth and ensure that it spreads easily. Ultimately, it