Customer service is an important aspect of your business, from the top executives to each of your associates. Customer service is traditionally thought of a necessary aspect of jobs that are directly client facing, when, in reality, customer service begins at the top. When the CEO of a company spends time interfacing with clients and taking care of their requests, there will be a giant shift in 2 ways.
Dealer Marketing Blog
If I want to communicate with my twenty-something kids who are learning to adult, I better use text messages. Getting them on the phone is nearly impossible. There is an entire generation raised on text messaging. And while we can pin the rise of texting on millennials, I have to say that texting has become one of my preferred methods of communication.
What does this mean to copier dealerships? I propose that we should embrace this trend to provide better service support and to generate more sales leads.
On my way to and from the airport to speak to a group of CDA service managers in Austin, TX, I was forced to take a regular taxi since Uber and Lyft are not allowed in Austin for some reason. After several years of not having to endure taxis, I began to see the taxi cab experience from a new perspective. I now have an even deeper appreciation for what makes Uber special.
The independent dealer channel has been built on excellent service. Looking to companies like Uber and adopting what they do right can give us ideas of how to sustain that competitive advantage.