You have regular customers who feel like family. But are those customers loyal?
We hear others speak about the up and coming generation all the time. The millennial generation is most often spoken of in a negative way, mainly because negative press seems to get more attention than positive.
I met with a multi-store tire retail business owner recently who had no idea what “Customer Experience,” aka CE, meant. When I asked him about customer service, he knew immediately what to say: “Customer service is taking care of your customers,” he passionately proclaimed.
What is the top reason customers won’t buy from you? Hint: It has nothing to do with poor online reviews.
I have spoken with thousands of today’s consumers and mystery shopped hundreds of tire dealers, restaurants, hotels and other service businesses. I have come to realize there are many things that motivate why people buy and why they do not buy from retail tire businesses.
In the retail tire market, the “best/better/good” selling method has been around for many years. In today’s competitive tire and auto repair business, best/better/good is still the best way to build trust and qualify the retail customer.