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November 1, 2011

Making customer service part of your brand  

It would be a gross exaggeration to say I’m an avid reader of anything outside the sports pages on the Web. For me to pick up a book and read it from cover to cover says a lot about the book, not to mention my interest on the subject.

Tags: Branding, Customer service, Kevin Rohlwing

<p>Incorporating SalesMind principles in your dealership will allow you to take advantage of opportunities to increase tire and service sales.</p>
October 19, 2011

The keys to up-selling  

What an amazing month it’s been! I have been out in the field with a whole array of independent tire dealers looking at their businesses, meeting and training their store staffs, calling on customers (wholesale to retail), visiting commercial and truck shops while talking to real technicians about their challenges and opportunities, and having executive meetings with leadership teams.

Tags: Customer service, Doug Trenary, SalesMind

<p>Any customer with a tire-related comeback immediately gets placed at the top of his priority list, says Barry Steinberg, president of Direct Tire &amp; Auto Service. &ldquo;The first thing we do is to immediately ask to go on a road test with the customer.&rdquo; His company has designated personnel who are qualified to go on the test drive.</p>
October 18, 2011

Those dreaded comebacks  

You’re sitting on top of the world. Your shop is booked solid for the full day and business has been great. Nothing could possibly go wrong. Right?

Tags: comebacks, Customer relations, Customer service, MTD survey

September 28, 2011

What should you do when customer confidence is compromised?  

Gaining customer confidence is tough enough; re-gaining customer confidence is a whole different animal.

Tags: Counter intelligence, Customer relations, Customer service, Wayne Williams

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