How many times do people mention Customer Service…?
A referral, the phone rings…We’ve been given your details by a happy customer (We like this 88% of our new business is recommendation and referral!). Expectations, questions. It starts with some pre conceived ideas and thoughts. Slowly we ask the right questions, LISTEN, LISTEN…More questions, LISTEN, LISTEN. An understanding is formed and we can start to consider the Tax Implications (BIK,CO2 etc..), Finance options and Vehicles.
Here perception of value is formed. We can start to say ”We understand our client’s must have’s, need to have and nice to have’s. We are nowhere near selling anything, yet we are so much nearer selling ourselves. Carefully building a clear picture forms the foundation of trust, key to any worthy relationship…
The business is written and we’ve added another customer to the Synergy bank (I like the word customer bank, like we are banking or saving for the future. Doing business with existing happy customers is a pleasure, on the good grief scale measures 9/10 rating on the good business source scale and a 1/10 on the grief scale. i.e reselling to existing happy customers is easier, more pleasurable and usually results in good business for Supplier and customer…
How do we ensure they experience what they expect and more. Meeting expectations in todays market is viewed as ok service. So how do we exceed their expectations. It’s really simple…
- Communicate pro actively on time, example provide regular order updates. By updating our clients weekly on a Wednesday, they never need to chase us…A nice place to be in. Never an uncomfortable silence when a client asks where is my car i ordered 3 months ago…
- If we say we’re doing it…Exactly what it says, never over promise. Work in a considered way tirelessley fulfiilling our committments. Helping our business partners and customers to cement relationships.
- If there’s a significant change in any manufacturer information – Pick up ther ph0ne and talk to someone…
Is customer service..?
Managing expectations
Listening, discussing,understanding and delivering the right products financed in the right way.
Pro actively comunicating, saving time and money.
For a chat and what’s new in the industry new, plus some gems to help reduce CO2…Just call or email paul@synergyautomotive.co.uk
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