It has almost been a week since last Friday’s #trainingdaywithMRAA, and I can’t stop thinking about what Theresa Syer said in her session, “Make Customer Service Your Competitive Advantage.”
“According to the IPSIS Mori Study, emotionally engaged customers are 3-times more likely to recommend you to others.”
Whoa. We all know that the moment a potential buyer can picture their children (or dog, in my case) sitting in that new boat, the sale is closed. People are emotional creatures. So how can we use this information to keep customers returning to your dealership and bringing their friends?
Theresa says we need to shift our focus from the single task that needs to be completed (ie. selling a boat) to a future focus that will keep customers coming back for more. This happens when the customer is greeted upon arrival, is escorted to the place they need to be, is offered professional advice without cost, is given an above and beyond customer experience that they can’t stop thinking about.
We shouldn’t strive to get customers in and out of the door as soon as possible; but instead create a unique experience for them to be wowed by. They are going to remember their experience when they need service on their new boat because you made things different for them.
Join the #trainingtrio on Twitter every Friday morning for their weekly #trainingdaywithMRAA session.
