customer service
How To Handle A Customer Dispute Like a Pro: Part 2
In Part 1, you will recall that we had the goals of discovering the truth, building trust, and de-escalating the customer's anger (a.k.a. extracting...
How To Handle A Customer Dispute Like a Pro: Part 1
"The only difference between an ordeal and an adventure is your attitude," states the recent, popular internet meme I encountered, and I agree....
Everybody is Your Friend, You Just Haven't Met Them Yet
I was leaving my building in downtown Denver, heading to the dealership in Boulder this morning and I was thinking to myself how grateful I am to...
Sierra Toyota Recognized for Community Actions
Sierra Toyota in Sierra Vista, AZ is a small market Toyota dealership, and the leadership team understands the value of providing an exceptional...
Did You Learn the Right Lessons From COVID19?
As lockdowns around the country ease and the economy begins its slow reopening, dealers everywhere are looking forward to a return to normalcy – or...
Chatbot - Friend or Foe
A chatbot is exactly what it sounds like: A robot that managesyour conversations. The bot simulates a human-like interaction to give shoppersthe...
With High Regard—What Buying a Mattress Taught Me About Customer Service at the Dealership
Recently, I set out on a quest for the perfect guest room mattress set. This mattress would be used around six weeks out of the year, mostly by our...
Sales Opportunities Start… In Service?
It might sound counterintuitive, but one of your best ongoing opportunities for boosting dealership sales lies in the Service department. Consider...
The Ripple Effect
Recently I attended the Annual Industry Summit in New Orleans. About a week before my flight, I received an email from Southwest announcing the...
Choose To Serve
I have been earning a commission-based income for over 15 years. As a result, people often ask me how I deal with the uncertainty of my monthly...
How to Turn One-Time Buyers Into Customers for Life
Most dealership marketing and sales efforts are geared toward getting the potential customer onto the lot, through the front door, and in front of...
5 Ways for Dealers to Build Trust With Today's Savvy, Skeptical Car Shoppers
For many years, the relationship between customers and automotive salespersons could be adversarial. Some car shoppers believed that salespeople were...