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Happy customers will spend more money and are more likely to recommend your dealership to their friends. Here are a few tips on improving customer satisfaction.

Teach your staff about common customer complaints

Every so often, take a look at some of the customer complaints your business has received. Work out how these complaints came about and how they were dealt with. They can give valuable insight into your complaints process and how it can be streamlined.

Make sure your staff know how to deal with complaints but also look at the reason why these came up. Is there a flaw in your system that means customers aren't getting the service they would expect?

For example, if most of the complaints are about long wait times for vehicles, look at that process. Perhaps each customer needs a phone call, text or email when their car is ready to be picked up.

Communication

This is the key to happy customers because there's nothing more frustrating than not knowing what's happening with your new car.

Make your staff very aware that keeping the customers in the loop is an important part of the sales service. Perhaps invest in software from AutoOnTime.com that will let you know just when a new car will be available for pick up. This gets rid of paper lists and makes it easy for any member of staff to check when a car will be ready.

You could also implement key performance indicators (KPIs) on things like email response time. Reward your staff for replying to customer emails as quickly as possible.

Customer rewards

Rewarding loyal customers is an important part of any business. If someone buys a car from you, reward them with discounted services (through your dealership, if you have the facilities. If you don't, team up with a local servicing center).

Offer more than is expected

Value-added selling can really please customers, especially when they don't expect it. Do you best to add little extras to the sales experience. This might be as simple as a cup of coffee on arrival at the dealership or it might be three months free insurance on any car.

Service with a smile

It might sound like a cliche from sales manuals of the eighties but it still holds true. If you can greet your customers with a smile and friendly attitude, they're going to feel more relaxed. Happy customers are going to feel more comfortable buying from you.

Customers who have been treated well are also less likely to complain or create a fuss if something goes wrong.