Product Glitter and The Lack of Customer Service!

Posted: June 14, 2011 in Automotive, Automotive Social Media, creating content, Customer Service
Tags: , , ,

Product Glitter & the Lack of Customer Service

We’ve seen it all from amazing products, features, Suites & Ties, High Tech Gadgets & Gizmos when presenting the product(s) to your group or location. The viewing of Glam & Glitter to provide the solution for what you are looking for to make your job easier and more productive.

Then the “Ink hits the paper”……. You get your product you wanted and have been waiting for. Now what?

Keep in mind that 60% of customers often or always are paying more for a better experience!

A few weeks goes by and you may not realize it’s been that long. Months go by very fast at dealerships, no call, just maybe a generic email comes through thanking your business for taking on their service.

You call and you get an automatic voice messaging system, extension number this, option, option, option, option..!  A live person would be nice! 

2 months go by, still nothing.  Each time you do call and get through, you are never with the same person you spoke to before. Which leaves you in the position of having to explain it all over again to them & keeping your fingers crossed they understood. This is no fun and puts a bad taste in the customers mouth.

I think a large variety of us have been there before with the “Lack of Customer Service”.

Here are a few facts to gander at as you can see how effective a customer experience is and how it can affect your business.

  • Having a dissatisfied customer experience, that customer will tell between 9 and 15 people about their experience.
  • 13% of those unhappy customers will tell more than 20 people.
  • Happy customers who get their issue resolved tell about 4 to 6 people about their experience.
  • It takes 12 positive service experiences to make up for one negative experience
  • Attracting a new customer costs 5 times as much as keeping an existing one
  • The best North American car manufacturers in terms of their dealers’ service departments in 2009 in descending order were: Lexus, Jaguar, BMW, Cadillac, Acura

It seems that a large variety of Vendors are in for the short-term relationship, if any, then the long-term. The only one that gets hurt out of the relationship between the vendor and dealer is the dealer themselves.  

This reminds me of getting a Peanut Butter & Jelly sandwich but when you take a bit it is only bread & Peanut butter.  I am a big fan of PB & J!

If you kill that relationship, 91 % of unhappy customers will not willingly do business with your organization again.  This then falls into 86% of customers that quite doing business with a company because of a bad experience, up from 59% 4 years ago.

Car Sales, Vendor Sales or even to the shoe sales; customers are our #1 priority to satisfy. Customer satisfaction is the key to long-term success and a lasting relationship. Taking the time to resolve their issues, provide best practices, give advise and such will help you be successful in keeping those clients for a long-lasting time. 

PB & J anyone?

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