chris walsh: creating a culture of customer relations
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Creating a Culture of Customer RelationsTRANSCRIPT
Creating a Culture of Customer RelationsChris Walsh
Page 61
Chris Walsh, Founder and Managing PartnerThe Vets-Cars Group
NO PUNCHLINE?IS THIS GUY
NUTS?!?
“How YOU
Doin’?”
We say…”OK!”
What Do Car Buyers REALLY Want?
PRICE
PAYMENT
ADVERTISINGSELECTION
REPUTATION
PREVIOUS CUSTOMER
LOCATION
TRUST/COMFORT LEVEL
RECOMMENDED
COMMUNICATION
SITE VISITS
HITS
SOONER OR LATER…
EYE CONTACT
…AND A HANDSHAKE
WILL BE REQUIRED TO TURN THEM INTO CUSTOMERS
Mike,Thx 4 ur svc. We are proud to be part of vetcars.My uncle was a colonial too. In the navy I think.I’m looking forward 2 serving U on Sat.Pls call if anything changes. Dont forget to bring the mrs. Or anyone else you needTo buy the car.
Yours truly,XXX XXXXXX
“Hell of a way to blow up a sale,
son”
“Reinventing yourself [professionally] is long and hard, and it sucks.” - Gunny Tom Highway
“Customers are doing research. Customers have options.They’re visiting 5-8 dealer websites, engaging 5-8 BDCs,speaking with 5-8 salespeople.Every day you have to ask yourself; ‘What’s different aboutme and my dealership? What’s BETTER about me and my dealership?’”
Everyone you meet,Every day,is fighting a battleyou know nothing about.
…Be Kind. Always.
Staff Sergeant Travis MillsUnited States Army
THANKYOU!