At our weekly PSB meeting the other day, the subject of customer service came up. As a magazine dedicated to informing and educating those in our industry on a variety of topics, including customer service, we’re especially aware of customer service hits and misses in our daily lives.
The conversation we had Monday didn’t bode well for the businesses discussed. PSB Editor in Chief Dave McMahon mentioned how at a restaurant, a waitress approached his wife and her friends, who all had empty glasses, and said, “You don’t need anything, do you?” The women clearly needed something, but the waitress had no interest in increasing her company’s profit or her tips for the night.
But Dave wasn’t the only one with a story. Allison in sales then shared an experience about an employee of a restaurant who unknowingly trash-talked a restaurant client to his face.
Susan, who works on our events group, then interjected that she recently went to a big box store with the intent to buy but was completely turned off when she couldn’t find a staff member to help.
While Dave and I were walking out of the meeting, I told him about an experience where I walked into a bakery planning to spend money and wasn’t even shown my options before I was shuffled out the door.
Think about how your business treats customers from the moment they walk in the door to after each sale or visit. Are customers treated with respect? Are they helped with what they want to buy? Are they offered suggestions for add-ons to the sale?
When a customer walks into your dealership, there’s a good chance they’re at least interested in something you’re selling. Treat them like a friend and explain to them all of their options, even if it appears as though they’re not ready to buy today. You never know when you’ll surprise yourself with an immediate sale or even create a loyal customer for life.
After all, when their friends ask them where to buy a powersports vehicle, gear, or accessories, do you want your customers to relay a bad experience, like we did in the office, or do you want them to say, “This is the place you’ve gotta go!”
Liz Hochstedler is the managing editor of Powersports Business, a trade magazine for the powersports industry. She reports on the powersports industry through Powersports Business’ varied media, including in the magazine and online. She assembles the brand’s twice-a-week e-news and handles a variety of assignments for the magazine. Powersports Business is known for its exclusive national dealer surveys, in-depth industry analysis and dealership conference, Profit Xcelerator.