The 9 Do’s and Don’ts of Auto Dealership Customer Service

August 20, 2014

In any business, customer service is paramount to the overall success and profitability of the company. At car dealerships, where repeat business and service sales are extremely important, excellent customer service is especially a priority.

Here are a few of the Do’s and Don’ts when it comes to dealership customer service.

Do’s

1. Do Say Thank You

Use every opportunity to genuinely thank your customer for their business. When you work in an industry as crowded as automotive sales, the customer always has options. Be sure to articulate your appreciation for their decision to work with you.

2. Do Keep Your Promises

This one is simple. If you make a promise to your customer, don’t break it. Ever. Nothing turns a customer away quicker than when you don’t deliver on their expectations or if they feel you’ve been dishonest.

3. Do Be Responsive

In all your customer dealings, try and be as prompt as possible. If you miss a call from a prospect, make sure you return their call that day. If you’ve received an email inquiry from a customer, respond right away or make a note to reply as soon as you can. Automotive CRM systems are a fantastic resource to keep track of all of your customer touch points and subsequent follow up activities.

4. Be a Resource

Your customers (for the most part) aren’t car experts. They rely on you for accurate information and advice when it comes to their purchase decision. Be a valuable resource to them in every stage of the buying cycle. Invest time in developing your knowledge of different offerings and vehicles so that you can provide valuable and timely info to your customers.

5. Go Above and Beyond

If you get the chance, go beyond the call of duty to help out a customer. Nothing creates customer loyalty faster than extraordinary customer service. Whenever possible, go out of your way to help your customers. They won’t forget it.

Don’ts

1. Don’t Interrupt

Hopefully all of your dealings with customers and prospects will be happy ones, but if you come across a less than pleased customer, let them voice their frustrations and listen carefully. If the customer is voicing a legitimate concern or complaint, don’t interrupt them. Allow them to fully explain their concerns and then respond with a solution.

2. Don’t Use Jargon

Use plain and easy to understand language with your customer. As with all businesses, there are plenty of acronyms, short forms, and sayings that you probably use on a daily basis, but leave these out of the conversation when you’re dealing with customers. Get to the point and speak/write in a clear, non-cryptic manner when dealing with customers.

3. Don’t Under Deliver

This goes hand in hand with the “keep your promises” point. If you’ve promised something to your customer, don’t under deliver on that promise. For example, if you’ve sold a used car and told your customer that their vehicle would be inspected, e-tested and ready for the road by Tuesday, make sure that is exactly what happens. An under-delivered promise is a sure fire way to lose repeat business in the long term.

An automotive CRM system like Dealercraft can help organize and track customer touch points, assign reminders and follow ups and allow a dealership to seamlessly provide excellent customer service. If you’d like to learn more about Dealercraft or our CarFire CRM System, please contact us here.