Customer service is really all
about building a relationship, establishing trust and inspiring confidence. Further
it “entails processes that focus on delivering value and benefits to customers,
not just selling goods, services, and/or ideas.” (MKTG, 9th Edition,
pg.2). I was fortunate to experience good service when purchasing my car. When I moved to Las Vegas from Japan, one of
the first things I needed was a phone and of course a means of transportation. My
sister and I made a plan to visit several dealerships that day but only ended
up needing to visit two. We first went to Hyundai and unfortunately I was not
very impressed by our sales person. He certainly did not inspire confidence and
seemed to omit information conveniently. Our second stop was the Findlay Honda
Dealership, Delmar (our salesperson) was actually waiting right outside as we
walked up. He approached us with a smile, and firm hand shake, and immediately
asked us how we were doing. I explained to him my specific needs and where I
was comfortable as far as a monthly payment. One thing I really liked about
Delmar was his sense of humor, he focused on building a relationship with me
first. He was also very knowledgeable about the vehicle and explained all its
benefits, this created value for me. The financial process was also made easy
and explained thoroughly. As you can imagine I drove the car off the lot that
day! The customer service did not end there, a couple days later I received a follow
up call from Delmar as well his General manager. They both wanted to make sure I
was enjoying my car and asked for feedback on my overall experience. This small
gesture only affirmed that I had made the right choice.
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