Have you ever taken the time to look up in the dictionary the definition of the word client? A client is one that is under the protection of another: DEPENDENT, a person who engages the professional advice or service of another. The client therefore is dependent upon you for accessing parts and service, and you are dependent upon the clients to sustain your business and prosper. (A client is YOUR customer) This is a mutual business relationship that benefits both parties so long as the client feels they have been fairly treated, and not overcharged.
The word service has an interesting meaning as well. Service is the occupation or function of serving in active service b: employment as a servant, entered his service, 2a: the work performed by one that serves, good service b: glad to be of service c: contribution to the welfare of others d: disposal for use – I’m entirely at your service, e: useful labor that does not produce a tangible commodity.
The definition of the word customer is: one that purchases a commodity or service. In the word customer is another word. CUSTOM – a usage or practice common to many, or to a particular place or class b: long established practice considered as unwritten law c: repeated practice d: conventions that regulate social life.
What is interesting is the relevance each word has when we make a statement such as “We give good customer service!” To sum up this phrase would be to say, “Good customer service equals a long established practice or unwritten law, to be at the service of those who seek you out for a commodity, product, service or advice, and to provide a custom tailored experience based upon the product or commodity offered”.
Every single person at your dealership that has contact with a customer is perceived by the customer as the overall perception of the dealership, and the customer service that you provide. The mantra of good customer service starts with the GM and dealer principal, and filters down to the porters, drivers and lot attendants. Everyone needs to be on the same page, “All the world is a stage – even at your dealership”!
Perception is reality!
“If you’re not offering exceptional service – someone else is, and it’s hurting you!”
David
