How to exceed in Customer Satisfaction
I love studying customer experience because companies need so much help, even in the so-called best companies. It’s always interesting to see how these major brands actually train (or don’t train) employees.
I recently had a baby and my husband and I are re-evaluating our current car, a Mercedes five seat sedan we’ve enjoyed for the last few years. We’ve realized how small the car actually is once you add a car seat. With visiting family, two dogs and a baby in this ride we are bursting at the seams.
Let me preface this by telling you car shopping is one of my least favorite activities. In fact it’s hated by many–car salesmen have such a bad reputation, if someone calls you a “car salesman” it’s generally not a compliment. Add the word “used” in there and you are a slimy person, a “used car salesman.” But I find the traits of many new car salesmen downright bizarre, even at a luxury car dealer. The stuff that happens at the car dealership you can’t make up. From untrained employees to no official sales process to arrogant managers, car shopping today is like one long Seinfeld episode. And these sales issues are easy things to fix. Let’s talk about these quick fixes to a broken sales process and learn from common missteps at the car dealership.
