Thursday, September 9, 2010

The Roles of Each Department

At dealerships, you can have a "mall mentality." There are businesses under one roof at a dealership--sales, service, parts, accessories, and more. It's tempting for the assumption to be there is a dominant department that is most important, and the others are merely "moons" that circle it.

In reality each department plays a role in the customer experience. One department can retain, save, or destroy a customer relationship.

The parts guy who is rude, the saleslady who doesn't follow up, the parts counter manager that overcharges, the accessories department lady who ignores you can be overcome by the parts guy who guides you, the saleslady who sends you a thank-you note, or the accessories lady who notices you have an interest in a tee-shirt.

Imagine if each department understood the real value of their customers and the role their department played in retaining them.

Barry LaBov
LaBov & Beyond
LaBov Sales Channel
PB&J Newsletter

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