“It seems that delivering high quality customer service – whether in a dealership, other retailers, healthcare environment or elsewhere – is the exception rather than the rule.”
Enjoyed reading Steve Young’s column in Motor Trader: Why is customer service so tough?
In many ways it sums up where so many retail environments fall short and although he talks primarily about servicing departments, it rings true for all departments of automotive and, for that matter, all luxury buying journeys.
So many good points raised and some link back to the fundamental reasons why we developed AutoBuzz, to help retailers quickly understand the best approach for each customer at a crucial point in the buying journey that’s easy to ignore.
After all, a customer becomes a customer when they commit financially and emotionally to a new car, right?
But, do enough automotive retailers have this mindset?
Steve’s spot on when he brings up the question of being properly resourced. Being properly resourced and properly organised means that “workload can be spread, more time spent with each customer, and more value derived from each interaction”.
However, when it’s not scalable, practical or possible to increase the workforce to apply the customer service levels that are demanded in high-end, luxury buying journeys, isn't it time to leverage the technology that equips the team with the data and information they need on the front line?
As Steve asks: “What is the most important objective – making life easier for those planning workshop schedules or making life easier for customers who become advocates of your business and spend more with you?”
Well worth a read: https://www.motortrader.com/motor-trader-news/automotive-news/customer-service-tough-25-08-2022
If you want to find out how AutoBuzz can build efficiency into your new customer follow up between order and handover, improve CSI scores and incr
ease revenue via the likes of GAP, accessories and service plans, get in touch to arrange a quick demo.
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