New Customer Orientation – Kevin Vaught [RR 737]

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Do you have a clear procedure for new customers and a commitment to providing an outstanding customer experience? Kevin Vaught from Elite Worldwide shares simple ways to WOW your new customers and reduce their anxiety.

Kevin Vaught, Elite Worldwide Business Development Coach, former multi-shop owner. Find Kevin’s previous episodes HERE

Key Talking Points

• Elite Invitational - open to everyone
• What are your SOPs for customer experience 
• Reduces the customer’s anxiety- customers don't know your process, what to expect, what was found, what it will cost etc 
• Extended orientation for new customers- set the expectations, ask them to come a little early, let customers get to know the staff as real people, follow through with the set expectations 
• Consider having a handout to customers with your staff’s bio 
• The industry did a top-notch job communicating to their customers how they were being safe and sanitizing during COVID-19- the same needs to be done for exceptional customer service
• Boast about the investment you continue to make with your people 
• When organizations in all industries were asked to score the quality of their customer service experience, 80% scored it excellent or superior. When that same question was asked to the consumer, 8%t felt they were getting a superior customer experience.
• Buy name tags for your service advisors
• Are you in the transaction business or the relationship business?
• “One reason people resist change is because they focus on what they have to give up, instead of what they have to gain”

 

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Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com

 

 

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