How to WOW Your Customers

Once upon a time car shopping was an exciting experience – you could (and wanted to!) make a day of it. Now, people are busy, much is done online, and because of COVID some are reluctant to come to a dealership. It is more important than ever to recapture some of the excitement that used to exist when buying a car. Impress your customers and put them at ease. See below for key steps to WOW your customers and increase your bottom line.


UPGRADE YOUR TECH

The right balance of human interaction and technology support is important. People have shifted to digital interfaces in their daily lives, and it’s no different in the automotive showroom. Provide an area that utilizes digital technology for customers to personalize their car. Give your customers a more interactive and engaging experience.

Expand your services to offer more of the process remotely.

Providing a flexible sales and service business model is a key to success in this ever-changing environment.

TRY TRANSPARENCY

Transparency builds trust between owners and customers. Today’s consumer is more informed than ever before, and it’s vital to establish a good rapport with them the second they walk in the door. Visual transparency throughout can help support this trust.

Full transparency into the shop can reassure the customer that their car will be handled with the utmost care, and support the standard of service the customer expects.

HAVE SOMETHING FOR EVERYONE

Customers build relationships with companies who offer the convenience they require. Consider offering working areas and multiple types of seating throughout the facility. Accommodate families by providing a themed children’s room with comfortable seating and entertainment to keep them occupied.

These added amenities offer customers the convenience they need and the knowledge that they are appreciated and valued — making them willing to come back.

KEEP IT CLEAN

It seems obvious, but keep your dealership clean. Reduce clutter by providing ample closed storage in the showroom and office areas. This allows for a clean visual experience for customers.

Provide abundant cabinets and concealed trash/recycle units within your cafe to create a space that is seamless, organized, and clean.


ADVICE FOR DEALERSHIPS

Make it about them.
Offer a cheerful environment, and a place where they can get their questions answered and take the time they need to make this important decision. Make them feel special and happy they came into your dealership.


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