We live in a world now where a majority of sales are being done by preorders. Does this mean that dealers are forgetting about customer service? Recently, I had to turn in my lease and was very confused by which route to go. I called my original dealer to see what inventory they had on the lot and I was quickly told, not much. After that they suggested I extend my current lease or preorder my next vehicle. While still on the phone I asked to speak to a salesperson and she said they were too busy, so she took my number. You can guess what happened next, they never returned my phone call after being a loyal customer there for years.
Providing Customer Service Goes a Long Way
After going through the first dealership, I decided to call the dealership that I service my car at that is relatively closer to my house and the experience was completely different right from the start. Just like the other dealership I previously called, they were busy when I first called, but the difference is they called me back within 24 hours. Once they called back they were able to provide me with options as well but went on to explain that new offers were available and that they could be combined with offers that I had directly from the manufacturer. The process was so easy from the start, they allowed me to do everything through phone and email. After speaking with them, they explained to me that I could upgrade to a larger SUV for a payment that was less than I was currently paying on my lease. To make everything easier, they even had the SUV in stock! This dealership made the whole process very easy by explaining all my options. I decided to go forward with the process and get my new SUV!
Later in the day after the transaction was completed, the salesman texted me asking how I was enjoying my new SUV and asked if I had any additional questions. It was perfect timing because I didn’t know how to shut off the heated steering wheel! He was kind enough to walk me through how to turn it off and told me to call or text him if I had any additional questions. By him reaching out it really showed that this dealership and their employees go the extra mile to make sure all customers are satisfied, even after the transaction is completed. The customer service left an impression on me and earned my continued business for service as well.
Customer service is the key to continuing to obtain new customers and retain returning customers.