Your new customers will notice (and be slightly amazed) if you’re just as attentive after they buy their new vehicle as you were before.
Your new customers will notice (and be slightly amazed) if you’re just as attentive after they buy their new vehicle as you were before. It’s so easy to make this happen: add post-sale follow up calls to your diary or simply automate your customer email communication.
Make sure they’re completely delighted with their car and with the sale process. If they say they aren’t, it’s easy enough to hang up on them. (Just kidding!) If they have problems or concerns, this is your chance to be a superstar. Because soon they are going to tweet one of two things:
Act now to fix their problem and you’ll reap the benefits. Brush them off and you’re on your way to the one-star rating that another potential customer will see tomorrow.
Once they’re happy, stay engaged. Today is when the next awareness cycle starts. Send them special offers or event invitations, using whatever communication mode they prefer. Now is the time to create your advocates and brand ambassadors based on your excellent service.
And by the way: nailing this stage will have a big impact on CSI scores. It’s worth paying attention to every detail here! Happy owners, happy ratings.