F&I and Showroom, November 2018
www fi magazine com 22 F I and Showroom November 2018 FINANCE INSURANCE W When we are different it gets the customers attention They listen more talk more and eventually buy more and they are glad they did One of the most important things I have learned about customer service is to always look at the person across from you as if they are a family member then treat them accordingly As F I professionals we sometimes lose sight of the simple fact that we are in the business of customer service And the ultimate test of customer service is whether you are helping the customer make good buying decisions or just trying to sell something They know the difference In a competitive environment the way we treat our customers and the experience we provide during the buying process is essentially the only thing that can set us apart F I is typically the customers last stop on the road to the sale It should be our mission to make sure they leave with a good impression of our dealerships It is our duty to add value to the experience not aggravation Heres a three step process you can try today 1 DROP YOUR BAD HABITS There are two old school practices that customers hate The first is making them wait to get into the F I office while we load their information into the computer and create the perfect menu They dont know or care why it takes so long They just hate the wait And every minute they wait it is making our ability to help them more difficult The second bad practice is keeping a customer in your office for an hour or more and chipping away one product LEARN TO LISTEN AND LISTEN TO LEARN F I pro offers a four step process for dropping the bad habits your customers hate and building an experience that feels more like a productive conversation than a sales pitch BY JOHN DAUGHERTY GETTYIMAGES COM SEVENTYFOUR
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