New Site Release!

Posted: July 8, 2015 in Uncategorized

As I have been working away I have recently launched a new website www.nickersontowing.com

Slowly but surely it is coming along to offer Towing Services & Recovery in Traverse City, MI and surrounding areas including Northern Michigan, State Wide & out of state towing.

Light Duty Recovery, Medium Duty Recovery, Heavy Duty & specialized towing services.

To learn more about Nickerson Towing you can visit them by going to their About Us Page and learning more!

Nickerson Towing and Recovery Traverse City Michigan

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3 Times A Charm! Think not…… A “Picture” of dissatisfaction!

Team sports are to be an enjoyable part of a student’s life during school. Giving a 100% of participation, full efforts, strength and most of all team work is a common factor for enjoying the sport itself, regardless of what it is.

Watching the games & taking your individual photos to share on Facebook or send via email is a great way to show others you enjoy your little sports member and their amazing abilities to be involved; however getting their team photos is another big step of success in my mind anyways.

You get pumped up, excited about it especially when you receive them! You get a little teary eyed due to the realization that your little one isn’t little anymore but growing up to succeed in a sport he truly enjoys and excels at.  Take the golden flag and run with it as you truly deserve a pat on the back for being a positive image to your child as a parent and pushing them to be excellent at what they do and deserve.

That is not always the case however! For the past 6 years I have dealt with many photographers ranging from School, Sports, Family photos & much more and have always received my photos in a timely fashion with no issues. Maybe this was my time, maybe not.

My son had taken on the participation of joining the football team with a widely known program called Pop Warner through YMCA. AMAZING PROGRAM!  We have no problem with paying the cost for the membership, fuel to travel to other schools & additional safety items to ensure no injuries. I was able to meet some amazing new friends along with catching up with good old friends too. There is no argument with the program that was offered as we had taken up with no blink of an eye.  We simply enjoyed every bit of it.

As a business woman I am a Customer Service Director that range from low profile customers to very high profile customers each and every day. Providing the best of the best customer satisfaction is my goal to keep my clients happy regardless of the situation of my overlook even if it is theirs, I will still accept it as my own & will do anything and everything to make it right. Customer retention is what keeps business’s intact for future success and the longevity of excellence in satisfaction.

Never, ever take your personal intake and email a customer your personal opinion on completing business over $4.00. But first let me get in to details on what happened, what could have happened & what should never happen to a customer resulting from an experience a business could have avoided.

August 20th – Pictures were taken for the team by a well-known photographer. Unfortunately I was unable to be there during that time as I was involved with getting my department set up. My husband was able to participate within the picture process for our son. No worries. He is an awesome man and wants to make sure that our son gets his pictures taken.

Pictures were handed out a couple weeks later. Mine were not there. Oh well maybe they just got mixed up. I wasn’t sure.  A friend informed me to message her on Facebook as she has a fan page. Any way I can communicate with the business I will and had taken advantage of.

September 23rd – Messaged the business informing the missing photos.

Business Response:  “Oh no… I do show that I took his photo, #9, but did not get an order for him. Do you remember when or who you gave your order too?”

My response: “The check was cashed…. See the attached image (I provided the cashed check) It was you whoever was at the place taking the photos”

Business Response: “That would be me. I’m sorry. Do you remember what you ordered” I can put your order in? Get it to you?

My response: “It was the package that had the team photo and others. Did you have a package for $18.50. (the amount of the check that was written)

Business Response: “Wait! I have your order! I had his in with the midgets…. Who I photograph this Friday (1) Wallet (1) 5×7 Player (1) 8×10 (1) 5×7 Team. I’m sorry!!! I’ll get that order in!

October 16th – I had to respond again as I had not received the photos. “Hi there. Just wanted to follow up in reference to the photos I had ordered. I haven’t received them yet and was curious on the status.

Business Response: I figured out what I did…on your order form there wasn’t a coaches name, but your sons #9. I took your photos to coach Crossly today and apparently I had the wrong #9, there is a young man with the name of XXXX who is #9. Is your address XXXXXX? I will have the new set sent to you. Just confirm that address. I’ll add an extra set of wallets for my mistake. Sorry.

So I wait & low and behold I get the pictures. Unfortunately I didn’t want to look at them because of the worrisome of realizing there may be an issue. I held off on opening them for the entire day. Again it seemed like I started with square one again, it was the right photo of my son however not the right amount of what I ordered.

The team photo was missing & then just realized that the 5×7 player photo was missing.  I messaged her again.

October 24th: “I am very confused now. I got the pictures, thank you however the team picture is missing… I don’t really know what to think right now as I never had to struggle to get photos. Can you please advise?

Nothing……. I myself like fast, quick responses letting me know my message had either been received or acknowledged. I don’t like to be a sitting duck waiting. Maybe that is just me I don’t know. So I went ahead and went to their business page wall on Facebook and noticed the business owner was responding to other photo comments etc……?

FB Business Page Post: tried messaging you on FB with no response yesterday but see you responding to other post afterward. As I mentioned in the message after the hassle of getting the correct photos of my sons football pictures after 3 times of failed attempts (which the 3rd time I got them) but unfortunately missing the team picture. I have never had issues with receiving photos from my orders but am dissatisfied with the lack of communication and correction of my order. I may have to ask “are you unable to keep up with your services you offer?”

Business Response: Do you have my phone number? I would be happy to return the $4.00

Let’s stop right there……. I DON’T WANT THE $4.00 back….. I just want my team photo!

Here is a screen shot below of the conversation. As you noticed others had commented on there also, which yes this is Facebook when you post to a business all of your friends that you associate with see your post to that business page. That is most likely way they went on there and seen I was dissatisfied and provided their input.

Low and behold my phone dings at me this morning as it does throughout the night notifying me of an email coming through. As my bad habit that I have I wake up and scroll through them and noticed a personal email from the business owner.  I am half awake and reading this email and cannot believe a business owner would go out that far to make a point. She had acknowledged the order from the previous messages, acknowledged which child it was (due to the mix up of the #9) and sent me a copy of the order form. Well she should have reviewed the order form first before sending it out as that is when I realize that I am missing more photos. After the image take a gander at the email…

Business email received:

Good morning Jennifer,

Last week you wrote on my facebook business page about how unsatisfied you were with my services. After your first post, I contacted you and apologized. I followed up by having your order sent directly to your home, with double the amount of wallets and emailed you a digital copy of your sons photo for your personal printing. Last night again you wrote an angry paragraph on my wall and had two friends add comments. This was because I didn’t add the team photo in your order. At this point I will refund your $4.00 and ask you to stop the inappropriate comments. So now I would like to respond.

Why was there issues with your order? Please see attached order form, note where I wrote your sons #. You did not fill in a coaches name, a players name, nor a players #. I photographed over 90 players that evening. I do not know the players by name and rely on my forms to be filled out. Your last name and your sons last name are different so again I had no way to sort this out until someone asked about their photos. One other issue was the fact that there are 2 #9 players in Pop Warner this year. When I narrowed your sons # to 9 the first set I printed were the other player who has the #9. These were all factors in your sons photo process. It would have worked much smoother if you could have put time into the order form. At the least, wrote your sons name in.

Above and beyond the Pop Warner football business, I pride myself on what I do for Kingsley’s football program as a volunteer to Pop Warner, Middle School and High School, providing my photo services for free to help raise money and build a better program.

I will be sending your $4.00 refund in the mail next week and consider my business with you completed.

Yes I acknowledge there was information that was missing however corrected through the messages sent back and forth with her acknowledging that the right player, order, coach etc.  Why in the world would a business owner even send this to a customer?

She did also have me confused with another customer that wrote a dissatisfaction message on her wall so as always I got the brunt of it. No worries, I now understand the confusion and overwhelming responsibilities on her end so I will shrug it off and bite my tongue as I just want my pictures. I don’t want no returned $, no hasty email, nothing I JUST WANT MY PICTURES.

Now in a business sense, if a customer provides lack of information, which I do deal with from clients on a daily basis, I never call them out on it; I call them and ask them for the information that is missing. You would be surprised on the positive response received when working with clients in a helpful and most important, professional manner.  I would never in my right mind call a client out on their lack of information.  Taking it into a personal email and placing your personal feelings is the highest lack of professionalism I have ever seen or heard of.

Bad business practices can hurt a business more than it can help it. As the rule of thumb goes for 1 unhappy customer trickles out to 10 other customers and then it branches off.  A bad reputation can create a dent in reality for taking on the next level of more customers. Can you step up to take on more customers or can you not? Do you have the patience to make it right or lose more with your wrong?

I do hope; however am doubtful this is going to be corrected as it seems a personal issue has overtaken a business profession.

What are your thoughts? What would you do if you received an email from a business owner in this manner?

All opinions are solely based upon the author only: Jennifer Schrader


***For Immediate Release***

Launch of the 2012 Mosler RaptorGTR : 649hp/ton : Serial #001 of 1         Highest power-to-weight ratio factory street car for 2012

Supercar Engineering, Inc.      Distributor for Mosler Automotive      10 October 2012

The financial downturn has produced numerous stories of great businesses and products getting caught in the vortex.  As the Director of Engineering for Mosler for over 7 years, we developed an extraordinary product with an immense quantity of technology focused on creating the best street-legal, track-capable hyperexotic in the world.  The primary differentiator in the Mosler product was extensive the use of the strongest and most expensive materials in the world.  For example, the roof structure was a total of 20 layers of 3×3 twill carbon-fiber yielding safety cell that proved to be the strongest structure the crash-testing agency had ever tested.   Pound-per-pound, carbon-fiber is 5 times stronger than steel.

The development and testing process for a vehicle at the cutting edge of technology is lengthy and extraordinarily expensive.  It’s the sport of kings.  In the case of the Mosler MT900s (the first Mosler vehicle), even if the truly massive development, crash-testing, emissions-testing, certification and tooling expenditures are ignored; the cost to build every Mosler vehicle exceeded the sales price.  This is the sport of kings, but in the big picture the product had enormous future potential given the broad-based racing success and the truly superlative product.   Earlier Mosler products won the Car & Driver Lightning Lap both times that it competed against the best from Lamborghini and Ferrari.  Mosler MT900R race cars hold the highest percentage of podiums/start of any manufacturer in FIA sports car racing.

The pinnacle of the Mosler’s street & racing development is the RaptorGTR, which combines the proven, crash-tested, ultralight, LeMans Prototype-style construction chassis with a truly exotic powerplant with visible twin turbos and several upgrades to the interior and exterior.  The combination produces 838hp at a dry weight of 2580lbs; netting a power-to-weight ratio of 649hp/ton.  The turbos behind the 7.0L forged V8 engine produce a fighter-jet soundtrack above 4000rpm that is unlike anything else on the road.

Acceleration = Force / Mass.  The RaptorGTR’s 838hp doesn’t sound superlative compared with the 1200hp Bugatti Veyron SuperSport, however horsepower is only half of the equation.  The other equally-critical factor is the weight that the engine has to propel.  The RaptorGTR’s 2580lbs (1173kg) is nearly a ton lighter than the 4545lb (2066kg)  Veyron SuperSport.   The Bugatti’s power-to-weight ratio comes in at 528hp/ton.  This is 121hp/ton less than the RaptorGTR.  For reference, a 2012 Porsche 911 has a power-to-weight ratio of 230hp/ton.

The chart below tabulates the power-to-weight ratio of the top supercars and hyperexotics available in 2012.

Product Power Weight Hp/Ton Price Production
Mosler RaptorGTR 838 2580 649 $700,000 1
Bugatti Veyron SuperSport 1200 4545 528 $2,400,000 100
Pagani Huara 730 2970 471 $1,200,000 100
Ferrari F12 730 3355 421 $450,000   (est) 3000
Lamborghini Aventator 403 3472 403 $425,000 4000

The hp/ton span from the Veyron SuperSport to the Aventator is 125hp/ton.  The jump from the Veyron SuperSport to the RaptorGTR is a similar 121hp/ton.  Ultralight LeMans-style carbon chassis/body construction is the key factor in creating the world’s highest power-to-weight ratio vehicle; even though the ultimate power is significantly lower than the 1200hp Bugatti.  Designed and built in USA….only one.

Only one person will get to enjoy the machine that Ezra Dyer of Automobile Magazine described as: “It’s like a bomb went off behind the rear bumper and we’re surfing the shockwave.”

The only place this vehicle will be shown is at the Epic Hotel, Miami on October 12-14thst, 2012 during the Festival of Speed.  See FestivalofSpeed.com for more information.

Additionally, RaptorGTR #001 will appear Kat Deluna’s new “Wild Girl” music video in November.

Although only one person can own the highest power-to-weight ratio street car in the world, millions of enthusiasts will get to enjoy the online version of the RaptorGTR exclusively through AutoClubRevolution.com; a new online racing community developed by the engineers behind the largest console racing games.  The virtual RaptorGTR is launching in November 2012 as the highest performing car in the game: 632 VPR.

The 2012  Mosler RaptorGTR was developed by Supercar Engineering and fully built by Mosler Automotive.  Supercar Engineering developed and owns technologies integrated into the RaptorGTR.

As an example of the depth of technology in the RaptorGTR is the rims.  The carbon-fiber rims (approximately 200 sets in the world) save 42lbs of Rotating Unsprung Mass compared to the lightest available forged aluminum rims.   Being 2x farther away from the center of rotation, the carbon weight savings in the rim has 22 = 4x the benefit (increasing acceleration rates and reducing braking distances) as weight savings from carbon brake rotors.   42lbs x 4 = 168lbs of equivalent RUM savings as compared to use of carbon brake rotors.  The typical set of carbon brake rotors save 20-30lbs of RUM.

Macroeconomic conditions, phase-in of electronic stability control requirements on low-volume vehicles built after September 1, 2011, and other looming regulations for the American market has led to the Mosler factory being idled after the first RaptorGTR was completed and sold to Supercar Engineering on August 25, 2011.  Supercar Engineering purchased the RaptorGTR from Mosler in conjunction with an Exclusive Distributorship in China and Thailand.  Since the change in circumstances has resulted in only one Raptor being built, SEI is marketing this unique vehicle to China as well as Russia, UAE, Saudi Arabia, and the United States.   The list price is $700,000USD, and interior and exterior can be tailored suit the buyer’s taste.  Please direct inquiries to Supercar Engineering, Inc: 203.668.3904 or Supercar.Engineering.Inc@gmail.com.  Supercar Engineering is responsible for the content of this release.  See RaptorGTR.com for more information and photos.

   


Past experiences can help us learn from our own mistakes to ensure we do it the proper way next time, regardless if it is a procedure, account follow up etc.  But when you learn from your managers mistakes in the past this can help develop and mold yourself to be a future & or better manager for your team.

I had the luxury of experiencing the most horrible manager I had ever worked for; however I look at it as the best experience ever to help myself as a manager & to not repeat their mistakes.

When running a dealership; managers are to help assist, educate, guide, encourage & help their sales team to become strong & effective reps to sell more cars. What do you do when they are not there to help you move into the right direction….Wing It? Many sales reps find themselves doing just that.

Managers that lack those essential skills are the ones that are afraid if they teach they will be the one replaced with that team member.

I look back and see that this actually happened to that specific manager.  He sure did enjoy watching his YouTube Videos at the desk tower while a sales rep is waiting to get help with closing a deal. Mocking the staff was his big thing. I am not sure how you can mock a team that is working their butts off to make numbers & yes money for him too.

Never had I thrown him under the bus to the owner, which drove him nuts while the owner was in my office with the door closed, he would walk back and forth repeatedly to see if I was still talking to him. Jabbing me with questions after the owner left the office.  Was it right to do that? No but I still stood strong to evaluate him and how I can learn from his mistakes.

That may sound a bit strange however if you actually take a moment to review, observe & quietly critique the manager in your own mind as it can help mold you into the manager you may not realize you are or can be.

Lack of leadership can be a learning tool for you & creating a strong team.

What can you do as a manager to help strengthen your team?

  1. Work with your team! Getting into the field with your team can show your staff you are not afraid of getting dirty.  Jumping in the trenches will show them you are willing to do anything for them as a manager.
  2. Guide your team! Providing the best of guidance is helpful to prevent from making the same mistake twice.  Role play and be patient. Every single person is not the same in learning skills. Being patient will pay off in the long run.
  3. NEVER EVER MOCK YOUR TEAM! Making mocking or crude remarks in front of your team about their team members can provide mixed feelings. Your team does think in the back of their mind “Dang what is he/ she saying about me?” It’s not high school anymore… It’s grown up time! Speak highly of their team members in front of your team.
  4. Teamwork before Play. Yes I know clips of videos can be fun while sitting in front of your computer but ones which are totally irrelevant to the dealership needs to not happen.  If your sales team member is standing there with a customer and you dinking around, yikes, you need a recheck on your priorities.  Jumping to your sales team and assisting their customers will show not just your team but your customers your actions of “Customers come first”

I see many people trying to take management jobs but once they get it they don’t realize the work that is needed & skillsets required to be a successful manager.  Your attitude can only take you so far. Observe first and learn before taking the next step. You will be thankful you did!

 

All opinions are solely based upon the author only: Jennifer Schrader


As always I am a huge fan of superior customer service and expectations from support received for anything I purchase, contract through etc. If I am a customer, receiving excellent customer service is what I expect.

That may not be the case, unfortunately. Customer service tends to get too comfortable within their position to the point they start to assume what the consumer wants or needs. On the consumers end this can create a make or break in a client-vendor relationship. How do they know what the consumer needs when they haven’t taken the time to listen to what the issue or request is?

Working within customer service I have seen the most insulting tactics ever. Co-workers kicking calls, entering invalid notes from the conversation, transferring them to tech support when they could have corrected the needed issue, lack of follow up, promising things & never going through with it, etc……  It hurts to see that happen as I have experienced both sides, vendor & client, and having this be seen in live action gets under my skin.

Clients that pay, expect to receive exceptional & excellent customer service. Why neglect & abuse the hand that feeds you? The sales staff works hard to get deals in, close contracts and building relationships but they don’t sell to clients knowing them to be treated with a harsh customer service department. Having an a strong customer service department gives a cushion for the sales staff for selling product knowing their clients are going to be taken care of. This helps sales staff to get referrals, B2B business & up selling.

Strong customer service = Longer client relation = Higher retention rate

Once clients go into customer service / customer support, this is part of a relationship that can help clients stay with your business for a life time, if you stop & think like the client themselves.

What helps customer service department be strong in what they do?

Creating a strong customer service department is not easy as 1, 2, 3….! It takes a lot of work & time to perfect a department that is strong with communication skills, knowing needs, creativity,  assisting with not just tech support however a variety of skills to be combined into one & most important of all LISTEN!

Selling cars & being on the actual front line of what dealers do along with experiencing dealership operations helped me understand first hand their needs, wants, demands and so forth. Not having that experience would have prevented me from knowing the actual workings of a dealership. I had taken on every training option that was available at the dealership to help me better understand the workings. Getting your customer service team to experience a dealership operation will only help them.

Ask one of your clients if you can bring your team to their dealership for a day to experience the dealer’s life. It won’t hurt as it will only help. Dealers that know the means behind this tactic will encourage more to teach your team to be a strong successful department.

Building a team for a customer service department is a large task but will surely pay off in the long run. Have they sold
cars, worked within the office of the dealership, title clerk, finance, sales manager, internet department, business development, worked with the service department, customers, you name it. Knowing that your potential employee has worked within those departments can help you & your support team consists of a strong team.

What do you expect from customer service?

All opinions are solely based upon the author only. Jennifer Schrader


We live in a viral world of opinions based upon what the consumer’s see, what we want & best or horrible experiences. As consumers we express our views by posting reviews through many social networking channels. Social Media has helped us take the next step to share with friends, family & networking buddies the self proclaimed experience we had received regardless if its service, purchasing a new car, favorite pizza places and so on.

All we are doing is looking out for others & suggesting other resources of business’s or excellent services.  I myself am an avid consumer and will push the limit to ensure the employees, regardless of where I am at, to see if they truly know their job to help better themselves for the next customer that comes in.  New employees I give them a bit of a break however always say to them “You are new but let’s make this fun”. You would be surely surprised how much of a positive reaction the long line waiting behind you turns as they now know the employee is new & everyone deserves a break. We had to start somewhere, right? Turn negative into positive.

Ok enough about that part now let’s get into the Nitty-Gritty of things here based upon my article & what sparked me to go this far.

As mentioned consumers have the right to speak what is on their mind based upon their experience with a particular establishment from pricing, quality, customer service and so forth. Putting out a review helps not just relieve your mind & to share your thoughts however to provide a heads up to the next customer that walks in the establishments door & what they might expect.

After posting the review, do you expect to receive a message specifically from the establishment or business family member? You may be surprised what you might get. There are many businesses that won’t reply however businesses with excellent reputation management will but ones that don’t have excellent reputation management will not put the business’s reputation first however their own personal feelings which can be a cause of destruction  & an epic failure to the reputation of the establishment.

During a holiday I can understand business’s, especially locally owned family business’s, always look forward to a holiday to help with revenue however cost is a major factoring role when it comes us ordinary middle class families. We purchased an order from a local eatery, which was classified as the best in town (based on reviews!). Keep in mind my family didn’t have it personally delivered as we were on the bay & it made more sense to take the jog over that way to pick up the purchase. The average cost for 2 large pizzas 2 toppings & an order or breadsticks run about $35. The cost for this local eatery was $53.00. Yikes! Trust me I would surely expect to have glitter shooting out at me for that cost however no glitter, no confetti & no balloons. The pizza’s were mediocre& average, which again I understand everyone is rushing to push out orders, quality of taste but surely nothing to really brag about.

After the adventurous holiday & are declined stomachs that were saturated with pizza sauce I take myself to the trusty ole laptop to express my opinion due to cost & quality of the pizza. Facebook is my first step as I was surely not going to go too far or placing a review on Google etc., I wanted to inform my friends & family that if they are looking for an affordable eatery, pizzeria, don’t go there due to cost. I wasn’t impressed with the quality of the pizza & cost. Again Facebook is a great network of informing consumers this is how I feel.

Shortly thereafter responses started to flood in regarding the cost along with a few other pizzerias within the vicinity that were outrageously priced & suggesting of others to go to due to a lower cost. So it surely just wasn’t my experience but others as well. No worries, I got my opinion out and I felt better throughout the day……

UNTIL………!

I received a personal message on Facebook, must have been a family member as I take it, and it goes like this: (This has been retrieved from my inbox & only edited due to the inappropriate cuss word used)

“If you dont like the prices, dont order! Why dont you see how many times ” my familys” pizza joint has been voted best in tc. There is no price gouging or anything like that. Every thing is fresh or home made. So talk all the sh*t you want, and enjoy your time on the can after some jets or a nice 5 dollar hot and ready.”

How would you feel if you received a message like this from a business that has taken every review personally? This type of horrible reputation management = FAILURE is in the horizon if this individual takes over business matters.

Is this RIGHT or WRONG?

I am a strong believer in making sure consumers are taken care of regardless of their opinion if it is Negative or Positive. Businesses with an excellent reputation management responding positively would be the best way to go about putting the business’s reputation first & personal feelings on the backburner.

WRONG WAY: Responding to a review based upon service, cost & quality in a negative way can surely show how business’s taken on issues that revolve around their reputation regardless if you know them or not. If we responded this way for every negative review received we wouldn’t be able to walk as it compares to placing a thorn in the arch of your foot for each response.

RIGHT WAY: Responding to a negative review in a positive manner can ensure B2B (Back to Back) business from the consumer that posted the negative review to even pushing the consumer to place back on the review of how the business resolved your concern or issue. A business owner should respond to the review in this manner:

  • We do appreciate your response on your feelings per your review of the cost of our pizza & breadsticks. Please take a moment to understand that all of our products we use for our pizzas are homemade & fresh as this is why our cost is a bit more than our average competitors. We hope this helps resolve the understanding of why our cost is a bit more however we want to make sure you see our quality & why. Please come on in and ask for **NAME** and we will be more than happy to offer you a free order of breadsticks with your next order.

OR

  • Thank you for your response in regards to the review on our business due to your concern of cost. We are not sure if you are away all of our pizzas and ingredients are homemade right here in the kitchen. This does result in more cost however we want to ensure our consumers are taking in quality & healthy ingredients with our pizzas and variety of other menu selections. We want to ensure that we stand up to our reputation with our being voted the best pizzeria in our local area. Please contact us at xxxxxx@email.com or call me directly at 555-555-5555 to speak further on how we can help you help us.

Before you respond personally to a review of your business or your family business please be sure to hear out the consumer before nailing them harshly as this can result in not just losing 1 customer however many more that follow their opinions and suggestions.

I myself along with my family & close friends will never do business with this eatery again unfortunately not until I receive the pizza box that has glitter, balloons & confetti shoot out at me. Then maybe I will reconsider.

Have you been attacked by a review or opinion?

How would you handle a response from a business owner or a family member of the business?

 

 

All opinions are solely based up on the author only: Jennifer Schrader 


New Age of Technology; have we lost the skill to speak with customers?

So many amazing devices and tools we now use to communicate with customers digitally have been a large benefit at the touch of our fingers. We seemed to have lost the skill on how to speak directly with a customer in person.

Having this benefit of communication creates a dismay in speaking skills & customer service when coming face to face with the customer themselves. Why? Is it because we have become so lazy to take advantage of technology that we overlook the customer’s voice? Do we assume that we know what they want & need?

I feel we have in my opinion. Just like we fail to take a moment to send a hand written card to a customer but instead we send an email. Customers still want that interaction in person from a live person; it’s the original way of life to be living social.

During my time of being an Internet Sales Manager one customer comes to mind. I received a lead on a 2004 Dodge Ram. I responded and the gentleman and I hit it off. Great conversations and after about 2 days of consistent emailing he wanted to meet and purchase the truck. At that point I assumed I knew everything about him. What did I know? He arrived to the dealership, we shook hands and exchanged a few words & that was it. I tried to strike a conversation with him but he was not about it at all. Only about 10-15 words were spoken by him. Did I assume I knew too much about him as our emails were in depth of great conversations but his goal was to purchase and leave with his truck. Never assume you know everything about a customer as they can surprise you.

Assuming the customer’s needs can bite you in the behind before you know it.  Listening to the customer and reacting in a positive way can help you achieve the best customer satisfaction because you had taken the time to LISTEN. Failing to listen will create negative results in your customer service skills.

Text Messages, Emails, Skype, Facebook & all those types of digital communication can be interpreted in a wrong way as you are dealing with a live customer LIVE CUSTOMER! Don’t forget that. Online consumers are smart and they deserve to have live customer service.

Have you found yourself in a position of forgetting how to take on the live customer since technology & digital communication has taken over our lives to make it easier?

All views & opinions are solely based upon the author only – Jennifer Schrader