I want to share a quick story with you. There’s a restaurant near my office I often visit to have breakfast on my way to work when I have time, and there’s something particular I’ve noticed about the staff there.
This morning as I was sitting down, I couldn’t help but be slapped in the face by the fact that the person who was serving me was incredibly ineffective.
Now, I’m not a guy who’s easily put off by someone being brusque, or the type to flip my lid if someone is busy and doesn’t have time to make small talk. I understand that people are people and have off-days. But in this case, I’m talking about outright rude – as if the worst thing that had happened to her all month was coming to work that day. Her disinterest was essentially screaming at me every time she opened her mouth.
Every interaction we had was clipped and miserable, and as I worked my way through my food, I felt that attitude working its way under my skin. By the time I finished my meal, paid, and left, I was in a noticeably less optimistic mood than I had been in when I’d arrived – and not at all pleased that I felt obligated to tip this person.
Now, to contrast the situation, the week before, I had gone to that same restaurant and met a brand new server who had just started working there, and this server made my day. She was all smiles the moment I walked in, chatted happily while she showed me to my seat, and ensured I was comfortable and well taken care of while I waited for my meal.
Folks, I have to tell you – this woman made my day. Her attitude, just like the attitude of the miserable server from the other day, was contagious. When time came to tip this server, I actually asked her to make me change out of another bill, so I could tip her MORE than I was going to – I ended up leaving her with something like a 60% tip!
So, what’s the moral of the story?
You’ve got people coming into your dealership all hours of the day – maybe you had a rough night, maybe you’re having some personal troubles, maybe you’re just in a bad mood.
But you need to put your A.C.E. on! You MUST have that attitude, that conviction, and that energy for your customers today, because they will pay you for it, folks.
They will pay you for your products, your services, thoughts, ideas, and concepts, but it is IMPERATIVE that you make them want to pay you. You must be somebody that others can feel good about parting with their hard-earned money for, and I can guarantee you that this is not happening in a lot of the dealerships that people are going to walk into today!
When I was on the floor, and even when I’m in dealerships to this day, I catch these people who are turning their customers into zombies.
The point is this, and the truth might hurt: this young lady, probably 17 or 18 years old, did a better job of taking care of me, showing me that I was valued, that she respected my time and my needs, than some of the 30-year car dogs I work with on a daily basis do for their customers.
And it isn’t rocket science, folks! She simply showed up, did her job well, had a great attitude, and was simply focused on being consistent with delivering an amazing experience – and she got rewarded immensely.
Never forget that people don’t buy cars – people buy people.
So the next time you’re with a customer who’s really grinding you down on price, reflect on how you dealt with them from the second they walked into the building – and then ask yourself if your behaviour has made you worthy of having them not focused on price, but instead on the amazing experience that they were having with you.
Make it great!
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