Make a Lemon into a Peach

When a customer drives into the service department with a genuine lemon, it can take me and my people a lot of time and energy making phone calls and finding the places to exert pressure to make that car right. I take care of customers who have problems. I don’t make a customer pay more […]

Thank You!

When is the last time a salesperson told you how much he or she appreciated your business? Or for that matter, even bothered to say “Thank You”? It’s a sad commentary, but most salespeople don’t make any effort whatsoever to express their gratitude. It’s as if they think they’ve got a monopoly on their customers. […]

Using Your Phone to Stay in Touch

The beauty of the phone is that it can be a very persuasive communication tool if you use it properly. It’s convenient, fast, and compared to the cost of printing, very cheap. In fact when I first got into retail automotive selling, I was basically provided with a phone and a desk. Period. That was […]

In Good Times and Bad Times

Staying in touch with customers can be a very pleasant experience if all it means is saying “hello” and checking in with them from time to time. However, sometimes staying in touch means having to possibly listen to something the customer doesn’t like about the product they bought from you or the service they’re experiencing. […]

Raising the Bar on Expectations

I admire people who like to “raise the bar” a little when it comes to setting goals. Those are my kind of people. You’d be smart to get into the habit of always setting a target that makes you “reach” a little bit higher. That way you won’t be disappointed if you fall a little […]

The Little Things That Count

We’re all customers at some time during our day. Whether we’re buying groceries, on the phone with a utility or credit card company, or in a department store, we all know and experience the feeling of frustration when we’re ignored. So why would YOU do that to someone else? Why? Why? Why? My point should […]

Being a Second-Miler

If anyone asks you to go one mile, go with him or her two miles. On top of that, do it even if you aren’t asked. Instead of stretching up, which is a physical exercise; you should stretch out, which is a mental exercise because it calls for a different attitude. A second miler attitude. […]