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So the customer service guy calls me for his six monthly “touch base” chat to see if everything is going OK. Yes it is thanks…

A few quick questions, an apology for calling in case it interrupted me… “No it hasn’t but go on…”

There was little point to the call other than to keep his name in the top of my mind, IF I wanted to buy a car from their dealership.” No I don’t but thanks…”

So where’s the value and how might he enhance the conversation to make it worth our while?

  • The value is that he has kept in touch, but that’s it.
  • The value could be enhanced if he had an offer for me, a test drive in a new model, the chance to go into a draw for some promo gift thingy to the value of… or even just sent a remember me gift (small cost effective thingy) or to tell me they have a new smart phone app or perhaps arrange an event to invite me to in their dealership.

Perhaps he could enhance the value by asking me a set of questions to establish if things have changed for us and our needs. A quick on the phone survey could give them great info (if they bothered to collect it).

It’s all about relationships, so is he managing to keep the relationship going or is he managing to just give me fodder for the blog J I like blog fodder!

Ok I like this guy, don’t get me wrong, but it must get hard for him just making these calls. Rather than being a cost to the company it could be a solid relationship building exercise, a wow factor exercise, an “Oh yeah and next time I want to buy a luxury vehicle, I will drop in and see you for sure…”. But it’s not, not yet.

Steve Gray - Steve is a business educator - Trainer - Speaker (Steve Gray.biz). You can get his Leadership E Book from http://theleadershipguy.com.au The info provided in these articles is for educational purposes only and is intended as a starting point for you to build your business from, not as specific advice.
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