HANDY CHECKLIST HELPS SERVICE MANAGERS PERSONALIZE CUSTOMER RELATIONSHIPS

In today’s competitive marketplace, keeping customers smiling helps keep them your customers. Here is a selection of tips, ideas and strategies you might utilize:

1. Leave a customer question-and-answer or complaint box in your place of business. Offer personal responses to any comments received.
2. Provide product or service reviews that can help customers make buying decisions.
3. Thank customer for referring new customers. Better yet, offer simple thank-you gifts to customers for making referrals.
4. Follow up every customer complaint with a telephone call a week later.
5. Personally deliver urgently needed parts or machines to customer job sites or places of business.
6. Provide refreshments at your dealership.
7. Offer a no-questions-asked refund on unsatisfactory supplies and parts – and follow through on your commitment.Set up a customer bulletin board and invite customers to post “for sale” notices, even announcements or other information.
8. Have your people assist customers in loading and unloading machinery. Participate in community or charitable activities at the request of customers.
9. Take responsibility for any problem. And when a customer raises a need or question, address it directly rather than referring the customer to someone else.
10. Never, ever, ever forget to say “thank you” to a customer

Courtesy of AED