Whether you’re selling coffee or tires, Modern Tire Dealer columnist Wayne Williams says good customer service begins at the sales counter. The time it takes to walk up to your sales counter is enough time for Williams, author of MTD’s exclusive “Counter Intelligence” column, to determine what kind of service he’s about to receive.
“Some associates recite words from a training manual; other associates use the same words, but actually engage; and still others just allow random words to fall out of their mouths,” Williams says.
What’s happening inside your dealership?
Those words, and the physical presence of the counter, are what Williams calls the “counter culture.” And in his latest column he gives you three points to consider as you look at your own counter experience. Read his column on page 50 in the March digital edition of MTD.
