You need to understand the products you sell, the features and benefits of the service, and the importance of being honest. But if you really want to go to the top, you need to build relationships with your clientele. Customers must be greeted and treated as close friends or a...
I love Amazon! Over the past five years or so, I've purchased countless items from Amazon: books, DVDs, office supplies, electronics, coffee, assorted gifts and a lot more. In fact, rarely does a week go by without at least one Amazon package arriving from UPS.
Recently, I was having a discussion about female customers with my advertising/marketing partner LeeAnn Brook from Brook Design Group. She was sharing statistics as to the purchasing power of women and asked me why I thought female customers comprised such a high percentage of our customer base. We discussed the...
When a customer shows up at 10:00 a.m. and asks "How long will it take for an oil change?" what most service advisors will do is answer with a specific time estimate. The superstar service advisors know better, so they'll ask the customer, "How soon do you need it?"
Your customers are far more likely to believe what they see than what they hear, because being able to visualize a problem and solution provides them with verifiable information that makes their decisions easier.
In the July/August 2011 issue, we reviewed the value of developing a brand for your company, built on the "promise of an experience." Oftentimes, people assume that a brand is just a logo used on marketing materials. A brand goes far beyond having a logo.
This article is the first of a multi-part series where we will discuss shop signage and image. We'll talk about what message you're communicating without even uttering a word to your customer. We will look at ways for you to improve on the message you're sending and help you set...
Value has always been a powerful motivator in marketing and sales, but with the uncertainty in today's tough economic times, an emphasis on value is more important than ever before. Although you'll find many definitions, I believe we can all agree that in the mind of your customers, value means...
