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I could be a customer! September 2009
By Rowdy McLean.
Despite the global financial crisis and the difficult economic times, I had the most appalling experience over the last couple of weeks in my efforts to buy a new car.
Ten separate dealerships to explore the type of car I was looking for were visited, and details were left at each asking for a ‘change over’ price for my current motor vehicle.
Out of the ten dealerships visited only three bothered to call back, meaning the other seven businesses straight away gave up the opportunity to bring another customer into their business.
From the remaining three it took a week and a half to get the final figure from them, none of which were satisfactory. I then decided to ring each of them giving them reasons why I was not happy with the original figure and asked them to call me back with a new price.
Out of those three businesses only one called me back.
Funnily enough this business had called back within 30 minutes every time I had talked to them, asking if any more information was required and how else they could help and you guessed it this happened to be the dealership where the new car was purchased from.
When I turned up to pick up the car they treated me as a very important customer which made me feel fantastic and had the car in a separate room ready to show me through it.
I left the dealership completely satisfied and decided all future car purchases would be from these people in the future.
It is so important to ask the right questions when an enquiry is made and some of these questions are as simple as - name and contact details. It is also important to map out the needs of the customer and to give them a time frame of when they can expect to hear from you. And of course we all know what happens when we are NOT CALLED BACK!
Copyright 2009 Ron McLean
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