It's Kind of Like Dating

Anyone can catch your eye, but it takes someone special to catch your heart. ~Author Unknown

1. Consumers would give a lot to find the perfect place to entrust the care of their vehicle to. Of course, finding a shop is relatively easy. Finding the right person at the service counter is the hard part. A consumer wants someone who really cares about the service of their car.
2. Consumers are looking for honesty – not an unnecessary up sell
3. Consumers are looking for the human touch – someone who understands their concerns
4. Consumers are looking for an advisor – not a salesperson
5. Consumers don’t want to be taken for granted – treat them special each and every time
6. Consumers don’t want to be just another customer – remember something about them (children, pets, spouse, sporting interest, etc.)
7. Consumers want to be pampered – do they need a ride to work? Would they like a cup of coffee while they wait?
8. Consumers want an advisor with a smiling face and a caring voice
9. Consumers want someone who cares enough to make sure their vehicle is ready to go – no paper floor mats left on the floor of the car
10. Consumers want a thorough job – like making sure there is air in the spare tire just in case
11. Consumers want to know when to expect to hear from you again…like a preset appointment or at the very least a “see you in three months” as you wave them out of the parking lot

Now this may seem odd, comparing it to dating but in many ways it is the same. I know…many of you are asking how I can possibly remember dating since I have been married for 33 years. Women don’t forget that sort of thing! I’m also lucky enough that my husband still makes dates with me! If it has been a long time since you have dated as well…think back.

• You wanted to make a great impression each and every time
• You wanted to be well groomed
• You wanted to find out about your date and tell them things about you
• You didn’t take your date for granted – you treated them special each and every time
• You remembered things about them that made them feel special
• You always made definite arrangements when to be with them again

What am I trying to say here? People want to do business with a real person…not a company. Be that real person each and every time. Who knows…you may be the only sunshine in that person’s life that day. They won’t forget you!

Rhonda

PS: Oh…and the old saying about absence makes the heart grow fonder? Don’t count on it! If you don’t see the customer on a regular basis (like every three months) chances are they were not impressed and are still looking for that perfect place for their car! Likewise, if they don’t hear from your company in some form or fashion after their last visit, they will think you don’t care enough to go after their repeat business.