Oct
24
By Mike Gorun  //  Be the First to Comment

Going Beyond All-You-Can-Eat In Loyalty

spaghetti

When consumers think of loyalty programs, they typically think of racking up miles, or frequenting a business in exchange for rewards, perks or freebies. No matter what business you patronize, there is a good chance that it is offering some sort of loyalty incentive. In fact, many argue that loyalty programs are so prevalent nowadays that they are losing some of the initial qualities that attracted consumers to them back some 45 years ago. Namely, that feeling of being treated special in exchange for the […]

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Oct
17
By Mike Gorun  //  Be the First to Comment

Am I Really A VIP?

Service

I had just finished reading this article on marketsoft.com about customer loyalty, when a business associate told me about a similar situation that happened to him. In his mailbox was a glossy, oversized postcard offering a discounted oil change for his vehicle from the dealership from which he purchased it.  In an attempt to cater to new customers, the dealership was offering a $16.95 oil change, which it claimed, was a savings of over 50 percent off of the regular price of $34.95.  The next […]

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Oct
7
By Mike Gorun  //  Be the First to Comment

Less Complaints Don’t Always Equal Increased Customer Satisfaction

Angry Person Talking on Cell Phone

It sounds backwards, at first, but when was the last time you asked your customers for a complaint or some constructive criticism?  If you’re like most dealerships, you’re doing everything you can to avoid complaints and negative reviews. In the past, you may have even ignored customers that voiced a complaint. However, in today’s world of instant feedback and review sites, it’s key to understand the importance of taking care of your customers. Failing to listen to them could damage your reputation. This is why […]

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Sep
30
By Mike Gorun  //  Be the First to Comment

Good Customer Service?

Customer service evaluation form

Is your car dealership doing everything possible to keep your customers satisfied and happy?  Now, more than ever, your reputation for building relationships and retaining customers may depend on your company’s focus on providing the very best customer service. How is good customer service defined?  There isn’t a clear cookie-cutter answer to the question on what makes up “good” service, however bad service is easier to define.  In your dealership, an extended time to receive a price on a vehicle, a phone that goes unanswered, […]

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Sep
15
By Mike Gorun  //  Be the First to Comment

How to Make Lemonade Out of Lemons: the Easy Way

Fresh Lemonade and Fruit Framing Rustic Wood Background

There are many stories of young kids or teens starting successful businesses. And there are as well the simple stories of kids mowing lawns or washing cars to earn extra money while their friends are out playing. A similar story gained national media attention when a 12-year old decided to open a lemonade stand in his neighborhood. He even convinced a neighbor to allow him to display a sign advertising the lemonade stand in his yard. Most people would applaud this behavior. However, apparently, one […]

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