Phone calls, social media posts, emails, live chats, and talking in person… what do these all have in common? That’s right; they are different ways to communicate with your customers. People prefer different methods of communication, and therefore it is crucial to meet the needs of each individual customer.
With the change in technology and ways to communicate, you need to prepare for a diverse group of customers. Today’s younger generation and millennials are less likely to make a usually prefer to communicate via text, email, or live chatting. Older generations prefer phone calls or visiting your dealership. Being able to accommodate to everyone’s preferred method of communication is the key to creating and maintaining relationships with your customers.
Today, we’re going to cover five communication strategies that will help your dealership gain new customers, retain customer loyalty, and create better relationships with your clients. To learn more, keep reading!
- Remember the Names of Your Customers
A car is an expensive purchase, and people want to use their money at a place where they feel respected. Research shows that our brains get excited when we hear our name called. Calling a customer by their name shows that you’re giving them a personalized experience and that you care. It takes the idea of a business to customer transaction and makes it a person to person relationship.
How can you remember a customer’s name and face better? The first thing you should do when you meet a customer is to ask them for their name and continue to use it. Repeating their name will help you remember it better, and the customer will feel more welcome. If you have trouble remembering names still, try associating something with their name. For example, if the customer’s name is Lily and she is wearing red, you can say to yourself, “Red like a Lily!” You can also keep track of your customers’ information with a CRM system, which brings us to our next point. - Use a Customer Relationship Management (CRM) system.
The easiest way to keep track of your customers, relationships, and leads is to use a customer relationship management (CRM) system. This lets your employees communicate with everyone within the dealership. You can store information about a customer, and in the case that you’re not in when they visit again, another employee can quickly find everything they need.
A CRM will also help you remember when you should call someone back or follow up. You can see when you last contacted a client and schedule when to do it next. You can create tasks, contacts, and keep track of your leads.
At AutoJini, we are offering a free trial on our CRM! Click here to learn more. - Use the Phone or Face-to-Face Contact When Possible
How often do you give a marketing email your full attention as you read it? Chances are, it’s not often. When you talk to your customers over the phone or face-to-face, it gives them a more personalized experience. They are more likely to remember this interaction than an email. This also allows you to sense their feelings and make judgments on what you will say next, which is something you can’t do with emailing or live chatting.
Of course, if your customer strongly prefers to talk via texting or email, then it may be better to do as they wish. The end goal is to make your clients feel comfortable. - Follow Up Quickly
Small business owners miss more than 60% of the phone calls they receive, according to 411 Locals. That’s like having a customer knock on your door and not being welcomed in. Not following up on a missed phone call means you are missing out on a potential customer. Keep track of any phone calls you miss and make sure to call them back. This will show the client that you care and that your business is good at following up on your customers. - Utilize Your Service Department
It’s more expensive to gain a new customer than it is to retain a current customer. How can you maintain the customers you already have when cars are such a significant investment? The answer can be simple: your service department.
Keep customers loyal and coming back to your dealership by offering them incentives to visit your service department. A customer who is loyal to your dealership and goes to you for repairs is more likely to purchase their next car from you again.
Good, efficient communication is effective and keeps your customers happy. It is the key to maintaining a strong relationship with your clients. If you’re still in need of assistance, AutoJini is happy to help guide you in any way. Call us at (515) 232-2024 or contact us through our online form