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Be Careful of Who’s Greeting Your Customers?

 

Have you ever walked into a store, restaurant or other establishment and the person greeting you treated you as an inconvenience, rather than a valued customer? Sure you have. Well, who’s greeting your customers? More importantly; how are your customers being treated whether on the phone or in person?

 

The people you have greeting your customers and on the phone represent you and your business. Sales can suffer with the wrong people taking care of your customers. This is especially true for first time customers.

 

Every point of contact; from scheduling an appointment, to write up, to car delivery, are critical steps in the customer experience. These customer touch points can be either have a positive or negative emotional

experience. Negative experiences will hurt customer retention; positive experiences will help grow your business.

 

The best repairs, using the best tools and parts, done by the best tech means nothing when the customer is treated poorly.

 

If you want to improve the customer experience, which will help increase sales, then take a long hard look at how the customer is being treated, in person and on the phone. Make sure that every point of contact with the customer triggers a positive emotional experience for the customer.

 

So, your greeting your customers?

 

 

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