For the customers who are buying less from you, another
type of call is necessary. What has changed? Is it as a result of
changes on their side or is it something that someone did on
your side? It is never too late to correct something that went
wrong.
Finally, the customers who have stopped doing business
with you altogether. What happened? When did it happen?
What is the customer doing now?
There is a lot going on here, so now
is the time to reinvigorate the relation-
ships with your customers. Call every
customer you deal with and ask the
questions. While you're at it, offer a
special seasonal service or inspection
or a checkup designed just for them.
If you don't want to do this, then
I would like you to answer a very
simple question, please.
When will you do this? There is
no time like the present.
The time is now.
WWJ
Ron Slee is the founder of R.J. Slee & Associates in Rancho Mirage,
California, a consulting firm that specializes in dealership operations.
He also operates Quest, Learning Centers, which provides training
services specializing in product support, and Insight (M&R) Institute,
which operates "Dealer Twenty" Groups. He can be reached at ron
@rjslee.com.
WWJ October 2015 71
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