4 Elements of a Customer Centric Model
The Pattern For Success
Time and again we see it.
Two similar dealerships, but one excels, far surpassing the other. We can’t help but look at the successful dealership and ask how they did it. We all started out the same. How did they get ahead, building a new showroom, a bigger service area, even expanding to a second location?
Was it luck?
Did they build on a gold mine?They must have a secret?
More often than not, the answer is no. It’s actually a very simple concept that makes dealerships successful. It comes down to customer centricity in both marketing and operations. You’ve heard about it. You know those old dealerships when you were a kid. They put people before profits. They keep the customer in mind in everything they do, from marketing to operations.
Simple right? Just put the customer first.
This isn’t a fake it ‘til you make it situation however. You truly need buy-in from everyone at your dealership to be successful. For you to have a spectacular December when all your competition is dealing with downturns, you need to live and breathe the customer-first mentality. You need passion that goes from the awareness stage to post-purchase stage in the buying cycle.
And when you believe it, everything else will fall in place.
So, what do you do?

Stop selling cars

Customer service

Sharing is Caring

Stop the Churn
Lifetime value of a client
A consistent message from start to finish, marketing through to operations, will keep your momentum going. You want an all-in commitment to consistent customer centricity because that energy becomes contagious. You can achieve that dedication to process development and keep the marketing and operations teams working together.
The best part about a customer centric model is that everyone wins. Your clients win by getting what they want, you win by having more sales and work, and the shareholders win from increased profits. When you operate under a customer centric model, your customer satisfaction rises. The lifetime value of each client increases through new vehicle purchases and prolonged service usage.
Thanks for reading! Stay tuned for more content.
Cheers,
Jason Harris
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Learn weekly from Jason’s YouTube

Get inside Jason’s head with Twitter.
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