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Consistently Mediocre LLC.

"If you always do what you always did, you will always get what you always got."

-Albert Einstein 

Monthly Newsletter

Volume 5 

August  2020

.August is here it certainly did not disappoint. The way the year has been going thus far, a hurricane to kick off the month was just par for the course. Luckily, it missed Palm Beach County, where I live, which is probably the best thing that happened to us since March. However, we were ready. It is often said that what doesn't kill you makes you stronger. I like to use a different version of that saying: "God gives his toughest battles to his strongest soldiers". This last several months has not only "made us stronger" but "toughened us as soldiers". 

   Now, with that being said and as promised in last month's newsletter, I will continue to write about what I know best and try to give you tidbits, keys to success and open your minds a little bit more. So, without further adieu: "Building Value in the Visit"

    As consumers, we have choices. We choose what we want, how we are going to get it, and where we are going to get it from. Ask a room full of people where their favorite places are to shop, and you may get answers such as; The Apple Store, Best Buy, Lowes, or Publix. Hardly ever do they mention discount stores and it is not always about price. It is about the level of service and how you are valued as a customer. Ask the ladies where they get their hair done, they too want value and expect a higher level of service than the discount hairdressers. A little known fact is that a customer will spend up to 15 % more to receive better service. Let’s face it, now-a-days, we can purchase almost anything on line, from a tee-shirt, to a computer or even a car. People, in general do not want to buy anything, they want to be sold something. That is why, for example, if I, as a consumer, want to buy a TV, I don’t buy one in my underwear sitting on my couch from my computer.  What do I do? I get dressed, go to Best Buy and I am sold a TV. Why? Because I want to be valued. The same holds true when purchasing a vehicle. So, the question still remains, why do people go into a car dealership? The answer is simple. They do not go into a dealership to buy a car, they go into a dealership to be sold a car.


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.  By now you are asking, what does this have to do with service? The answer is simple. Value. Let me explain. When a customer arrives in your service department, they are already pre-sold. They understand that you are the experts, and you know their car. They understand that they can go almost anywhere for service, but they chose you. Remember, if we can get our existing customers to return to your store just one more time a year, you have essentially doubled your business. How do we keep them coming back and earn the right to do business with them again? You guessed it, build value in the visit. How do we do that? 

 Its starts with the phone call.

  • Speak clearly, demonstrate courtesy and  make the customer comfortable so they want to do business with you. 

  Prepare for the visit

  • Do your homework
  • Have a game plan:

 Welcome them upon arrival:

  • Smile
  • Greet them by name and introduce yourself
  • Thank them for coming in
  • Offer hand shake (yes people still do shake hands)
  • Look them in the eye when speaking to them and listen to what they have to say
  • Make them feel special – let them know that their needs will be taken care of
  • Establish trust and build the relationship

Communicate:

  • Tell the customer exactly what you are going to do and why

Establish commitments and stick to them:

  • Agree upon a time to contact customer with update
  • Establish promise time
  • Verify best method of contact such as phone call, email, text etc.
  • Follow through – if you told them you would call them at 2:00 with an update, call them at 2:00, not about 2:00, or 2:30, call them when you say. Even if you do not have an update or repairs are taking longer the expected, unforeseen circumstances etc., call them anyway and let them know

Finally, Be honest and truthful

As simple as this seems, if we stick to the basics like communicating, telling the truth, smiling, and keeping the customer informed, we have done more than our competitor. We have built trust, built a relationship, and have earned the right for that customer to do business with us again. We gave them value. 


Michael & Christine Knapp