"Speed is power" - Grant Cardone
How do you improve your customer's experience? Whether you're in retail or in a call center, how to improve your customer's experience should be as much your concern as it is for management. What are some ways to improve your customer's experience? Is there a customer experience improvement program that is easy to implement, applicable and provides premium customer care; delivering that red carpet experience that will guarantee repeat and referral business.
Quick question for you! Is your customer's buying process the same as it was 25 years ago? Heck, is it the same as it was 10 years ago? Of course not! So the real question should be then, is your selling process the same as it was 25 - 10 years ago?
Does your customer really want to spend 4 to 5 hours at your dealership just to buy a car? I mean, have they ever wanted to spend the day with you? Really?
OK, so now the no brainers are covered, what are we going to do about it?
Odds are pretty good that if you feel like:
- This is the way we've always done it.
- This is what's always worked.
- It ain't broke, I ain't fixing anything.
If you think this way, you're loosing business.
If you had a leaky roof, how long would you wait to fix it?
If you're still trying to sell cars like it's 1983 and not 2013, then you're financial roof has sprung a serious leak.
So, here's the next question; do you treat your favorite uncle differently when he comes in to buy a car then you do the guy who's responding to the lost leader in your paper ad?
The answer hopefully will be, no to the uncle and we don't use the paper anymore because I've trained my sales people to treat everyone like their favorite aunt or uncle and the referral rate is so high PLUS we taught them how to prospect effectively so we don't really need to run paper ads unless we want to freak out our competition.
So let's look at three things you can do to to create a positive customer experience for your clients.