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What do all these things have in common: phone calls, social media posts, emails, chats in real-time, live chats, and speaking in person? It’s true; there are many ways to reach out to your customers. It is important to understand that people prefer different ways of communicating, so it’s crucial to cater to each customer.
You need to be prepared for the diverse customer base that is impacted by changes in technology and communication methods. The younger generation, millennials, are more likely to prefer texting, emailing, or live chatting. The older generations like to call or visit your dealership. To build and maintain relationships with customers, you need to be able to cater to their preferred communication methods.
We’ll cover five communication techniques that can help you gain new customers, keep existing ones, and build better relationships with clients. Continue reading to learn more!
Recall the names of your customers
People want to spend their money in a place that they respect. A car can be a costly purchase. Our brains are excited to hear our names. By calling a customer’s name, you show that you are giving them a personal experience and care. This turns a transaction between a company and a customer into an intimate relationship.
How can you better remember the name and face of a customer? Asking for a person’s name is the first thing to do when you are meeting them. Continue to use that name. You will remember their name better if you repeat it. The customer will also feel more welcome. Try associating a name with something. If the name of the customer is Lily, and she wears red, then you can tell yourself, “Red Like a Lily!”. You can also track your customers with a CRM.
Use Customer Relationship Management System (CRM)
A CRM system is the easiest way to track your leads, customers, and relationships. It allows your employees to communicate with all other staff members within the dealership. You can save information about customers so that if you are not there when they return, another employee will be able to locate the necessary details quickly.
You can also use a CRM to remember when you need to call back someone or follow up. You can track when you last called a client and plan when to call them next. You can create contacts and tasks and track your leads.
We are giving away a free CRM trial at AutoJini! Click on for more information.
When possible, use the phone or face-to-face contact
How often do you read a marketing email with full attention? It’s unlikely that you do. It’s more personal when you speak to your customers on the phone or in person. This interaction is more likely to be remembered than an email. You can also judge what to say next and sense their emotions, something that you cannot do when emailing or chatting.
It is best to follow your client’s wishes if they prefer to communicate via email or text. Your ultimate goal is to make clients feel comfortable.
Follow up Quickly
According to 411 Locals, small business owners miss 60% of all phone calls. It’s the same as a customer knocking on your door but not being invited in. You could lose a customer if you don’t follow up after a missed call. Track all missed calls and call them again. This shows the client you are interested in them and that your company is good at following up on customers.
Utilize Your Service Department
The cost of gaining a new client is higher than the cost of keeping an existing customer. How do you keep your current customers when vehicles are such an investment? Your service department can be the answer.
Offer incentives for customers to return to your dealership and visit the service department. Customers who are loyal to your dealership will be more likely to buy their next vehicle from you if they return to you for service.
