Comments on: Do you want my business? http://customersrock.net/2007/05/29/do-you-want-my-business/ Focusing on customers, their experiences, and how businesses can make sure their customer experiences rock! Tue, 16 Mar 2010 12:23:10 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: Deliver Magazine http://customersrock.net/2007/05/29/do-you-want-my-business/comment-page-1/#comment-1481 Deliver Magazine Wed, 15 Aug 2007 20:03:27 +0000 http://customersrock.wordpress.com/2007/05/29/do-you-want-my-business/#comment-1481 <strong>Driving foot traffic</strong> In an age replete with digital strategies, The Container Store looks for results terra firma By: Samar Farah They sell empty spice vials, wall-to-wall closet shelving and every imaginable household repository in between. Their image is trendy but affor... Driving foot traffic

In an age replete with digital strategies, The Container Store looks for results terra firma
By: Samar Farah
They sell empty spice vials, wall-to-wall closet shelving and every imaginable household repository in between. Their image is trendy but affor…

]]> By: Becky Carroll http://customersrock.net/2007/05/29/do-you-want-my-business/comment-page-1/#comment-1479 Becky Carroll Wed, 30 May 2007 16:05:30 +0000 http://customersrock.wordpress.com/2007/05/29/do-you-want-my-business/#comment-1479 Hi Lewis, Thank you for your view; I agree with it. We were actually hoping we could find what we were looking for! We really wanted to give them a chance to do the right thing. Apparently, this is not an unusual problem at dealerships!! I agree that their main product, cars/trucks, should be maintained and ready to go at a moment's notice. Confidence is fleeting for a car shopper. Besides, it was Memorial Day weekend, which is supposed to be a big weekend for car sales; they should have been ready. Hi Lewis,

Thank you for your view; I agree with it. We were actually hoping we could find what we were looking for! We really wanted to give them a chance to do the right thing.

Apparently, this is not an unusual problem at dealerships!! I agree that their main product, cars/trucks, should be maintained and ready to go at a moment’s notice. Confidence is fleeting for a car shopper. Besides, it was Memorial Day weekend, which is supposed to be a big weekend for car sales; they should have been ready.

]]> By: Lewis Green http://customersrock.net/2007/05/29/do-you-want-my-business/comment-page-1/#comment-1478 Lewis Green Wed, 30 May 2007 15:57:26 +0000 http://customersrock.wordpress.com/2007/05/29/do-you-want-my-business/#comment-1478 Becky, I would have left the dealership after he told me that some of the vehicles might not start. Excuse me! Every automobile on a lot should be started, maintained, and have at least three gallons of gas in it. I fear that dealership is not only managed poorly and also doesn't seem to care that they suck. Becky,

I would have left the dealership after he told me that some of the vehicles might not start. Excuse me! Every automobile on a lot should be started, maintained, and have at least three gallons of gas in it. I fear that dealership is not only managed poorly and also doesn’t seem to care that they suck.

]]> By: Becky Carroll http://customersrock.net/2007/05/29/do-you-want-my-business/comment-page-1/#comment-1477 Becky Carroll Wed, 30 May 2007 15:53:58 +0000 http://customersrock.wordpress.com/2007/05/29/do-you-want-my-business/#comment-1477 Steve, Thanks for weighing in on this one. As I wrote this post, I was thinking of your post awhile back where you couldn't get businesses to return your phone calls, and you and I both wondered if these folks really wanted our business. Yes, our time is valuable, and businesses that don't respect their customer's time leave a sour taste. It is when a business really thinks through the entire experience, from their customer's perspective, that they can see opportunities to improve the interactions. This type of business planning will lead to an improved outcome for the customer (who is taken care of) as well as the organization (who will get repeat business). Steve,

Thanks for weighing in on this one. As I wrote this post, I was thinking of your post awhile back where you couldn’t get businesses to return your phone calls, and you and I both wondered if these folks really wanted our business. Yes, our time is valuable, and businesses that don’t respect their customer’s time leave a sour taste. It is when a business really thinks through the entire experience, from their customer’s perspective, that they can see opportunities to improve the interactions. This type of business planning will lead to an improved outcome for the customer (who is taken care of) as well as the organization (who will get repeat business).

]]> By: Becky Carroll http://customersrock.net/2007/05/29/do-you-want-my-business/comment-page-1/#comment-1476 Becky Carroll Wed, 30 May 2007 15:47:24 +0000 http://customersrock.wordpress.com/2007/05/29/do-you-want-my-business/#comment-1476 Roger, thank you for sharing your story. Sometimes there are conditions that are outside of the control of the salesman. I am sure the salesman we dealt with was nearly as frustrated as we were! However, this was not the first negative experience at this dealership. This was us giving them another chance when we could not drive any of the vehicles we were truly interested in. One car not starting/no gas, OK. All of them? The point I hope to get across here is that if a business truly wants to care for its customers, it has to ensure that it attends to all the details that could be potential problems. The salesman, knowing the cars often don't start or are out of gas, could have checked them all first while we sat in the comfort of the showroom. Making us stand on the back lot was not a great experience. As to which truck did we buy? We are finalizing that, and I can report back later today (I hope!). Roger, thank you for sharing your story. Sometimes there are conditions that are outside of the control of the salesman. I am sure the salesman we dealt with was nearly as frustrated as we were! However, this was not the first negative experience at this dealership. This was us giving them another chance when we could not drive any of the vehicles we were truly interested in. One car not starting/no gas, OK. All of them?

The point I hope to get across here is that if a business truly wants to care for its customers, it has to ensure that it attends to all the details that could be potential problems. The salesman, knowing the cars often don’t start or are out of gas, could have checked them all first while we sat in the comfort of the showroom. Making us stand on the back lot was not a great experience.

As to which truck did we buy? We are finalizing that, and I can report back later today (I hope!).

]]> By: impactiviti http://customersrock.net/2007/05/29/do-you-want-my-business/comment-page-1/#comment-1475 impactiviti Wed, 30 May 2007 11:36:07 +0000 http://customersrock.wordpress.com/2007/05/29/do-you-want-my-business/#comment-1475 It's almost as if folks like this think that the customer's time has no value. Very perplexing - even if you ended up buying the truck there, how many sincere recommendations would you be able to give? - Steve Woodruff It’s almost as if folks like this think that the customer’s time has no value. Very perplexing – even if you ended up buying the truck there, how many sincere recommendations would you be able to give?

- Steve Woodruff

]]> By: Roger Anderson http://customersrock.net/2007/05/29/do-you-want-my-business/comment-page-1/#comment-1480 Roger Anderson Wed, 30 May 2007 08:22:14 +0000 http://customersrock.wordpress.com/2007/05/29/do-you-want-my-business/#comment-1480 We once bought a minivan at a local dealer. It was late and they asked if they could have until the next day to clean it up. We agreed. When we went to pick it up it would not start! Since we had not left the lot I refused to take the vehicle. The poor salesman had to drive 40 minutes away to get a replacement. We had purchased a car from him before but I was not going to let that relationship get in the way of me getting a new car that worked right on day one. Since that time we have purchased 2 more cars from that same guy, but never have we had any troubles. He knows we will walk away. They make extra certain we are happy with the car immediately. My point, you can't build a bridge if you don't give them a chance. You can't have a strong bridge if only one side is contributing. So what kind of truck did you end up with? We once bought a minivan at a local dealer. It was late and they asked if they could have until the next day to clean it up. We agreed. When we went to pick it up it would not start! Since we had not left the lot I refused to take the vehicle. The poor salesman had to drive 40 minutes away to get a replacement. We had purchased a car from him before but I was not going to let that relationship get in the way of me getting a new car that worked right on day one.
Since that time we have purchased 2 more cars from that same guy, but never have we had any troubles. He knows we will walk away. They make extra certain we are happy with the car immediately.

My point, you can’t build a bridge if you don’t give them a chance. You can’t have a strong bridge if only one side is contributing.
So what kind of truck did you end up with?

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