It’s not about the product; it’s about you
Mark Mooney, Director, Retail Performance — Pied Piper Management Company LLC
September 20, 2013
Filed under Guest Blog
You have to make it happen. …
Recently I had the opportunity to get together with a group of dealers and talk about what great customer service is. We talked, shared ideas, and I walked away feeling positive about the interaction and the direction of what we had shared together. My last few blogs have been about customer service, and I was planning on venturing on to another topic when a dealer’s comment made me rethink this, so here you go.
I was leaving the hotel when one of the dealers that had been in the group stopped me and said, “Mark, the light bulb finally went on. It’s not about the product. It’s about me,” he said. “What I sell won’t set me apart, but how I do it will.” Yes, yes, yes!
The level of our expectations always defines the quality of our organizations. If we want to set ourselves apart from the rest, then we need to do it better. Plain and simple, that’s the bottom line. If you want the type of customer service that makes folks want to come back and see you and bring their friends, you’ve got to adopt a mindset that satisfying customers is your #1 goal.
Designing your business and your customers’ experience such that they are treated the way you yourself would love to be treated is the most basic of customer service guidelines. We can’t become complacent when it comes to customer service in today’s world because there’s someone out there that won’t be. And you don’t want to give customers reasons to look elsewhere after they’ve found you. Customers are too important to waste.
The quality of customer service cannot exceed the quality of the people who deliver it because companies don’t help customers, people do. What might happen if you instituted and maintained customer service education throughout your dealership that promoted positive customer experiences? What if you started thinking of customer service as an expertise like any other specialized skill?
Making sure your team knows what to deliver and your customers know what to expect is the first step in setting yourselves apart from the rest. But in the end, it’s up to you to make sure that your team is unfailingly delivering exceptional customer service. After all, it’s not about the product; it’s about you. …
Mark Mooney is director, retail performance for Pied Piper Management Company LLC, a Monterey, Calif., company that works with motor vehicle manufacturers and dealers to maximize performance of dealerships. One of Pied Piper’s most popular services for the powersports industry is Pied Piper Prospect Satisfaction Index (PSI) sales mystery shopping to help turn more motorcycle shoppers into motorcycle buyers.