The InsightFUL shopper, Its all about the experience…
The InsightFUL Shopper Blog
I have had some very memorable experiences lately when out shopping, and unfortunately some very poor experiences.
Whilst recently out shopping for a new car I visited several local sales dealers to view different models. Now, I am not one to shy away from asking questions and gaining eye contact but I was gobsmacked by the lack of interest I was shown from the staff. I was making some strong positive buying signals towards vehicles that retail at £30,000 upwards and still the staff member did not even ask my name, let alone qualify my needs or ask for any contact details.
A car for most is an emotional and very expensive purchase and should be treated this way by those who are selling them. Unlike my experience at another dealer where I enquired about a car to be told they didn’t have one to look at as the staff member who uses it was off work. I am not against staff taking cars home, however if it is the only one you have to demonstrate to customers then maybe this should be revised. Again no details were taken from me, so after a couple of days I returned find the car was available, however as all the staff were busy I was imply handed the keys and told to have a look myself. Needless to say the car in question was unclean and full of personal items the staff member had left in it. I could not have felt less valued as a customer.
Did I end up buying a new car………happily I can confirm YES!! However, I sourced it from the internet myself and did away with the dealer experience (or lack of!!).
Customer service is paramount to the success of any retail business – we need to be engaging with customers and making the experience of purchasing something an enjoyable experience to cherish and remember.
If we fail to do this you stand every chance of losing your sale to the World Wide Web……and how many salesmen do they employ?