The 10 Commandments of a Great Customer Experience: Part 1 Is providing great customer service and a great customer experience the same thing? The two couldn’t be more different! In many F&I offices, the effort is focused on getting better at what we do instead…Read More The 10 Commandments of a Great Customer Experience: Part 1
Blockbuster Customer Service! In 2000, Blockbuster was on top of the world of video entertainment. The founder of a fledgling company called Netflix flew to Dallas to meet the CEO of Blockbuster with a proposal that the two companies forge a partnership. The record shows…Read More Blockbuster Customer Service!
What Sank the Titanic Will Sink Your Dealers! Iceberg, right ahead! is the shout Fred Fleet, the lookout for the ill-fated Titanic, is said to have given when he saw the ship’s doom ahead. How could the Titanic, such a large and well-designed ship, ever…Read More What Sank the Titanic Will Sink Your Dealers!
Safe and Sound! The founder of online music store CD Baby, Derek Sivers, once said, The single most important thing is to make people happy. If you are making people happy, as a side effect, they will be happy to open up their wallets and…Read More Safe and Sound!
Do the Work! Selling intangible products is hard! I’ve never seen a customer so excited about buying a vehicle service agreement that they can’t wait to show it to their friends. Selling an intangible product requires discovering and helping the customer see their need for…Read More Do the Work!