JLR North America’s Post

Automotive businesses may significantly improve their performance by using  Best Practices in Aftersales (3/6).  improving customer satisfaction and loyalty is essential to client happiness and general business success. These are some best practices that Distributors/Dealers may use to improve their after-sales performance and overall business revenue. 1-  Customer Experience Enhancement ·      Comfortable Waiting Areas: Create inviting and comfortable waiting areas for customers, offering amenities such as refreshments, Wi-Fi, and entertainment. ·      Transparent Pricing: Ensure transparent pricing and provide detailed explanations of service recommendations to build trust and satisfaction. 2-  Feedback and Continuous Improvement ·      Feedback Mechanisms: Establish feedback mechanisms to gather customer insights and use the data to drive continuous improvement in aftersales services. ·      Benchmarking: Benchmark performance against industry standards and competitors to identify areas for improvement and stay ahead in the market. ..... to be continued .... review the next 2 steps on the following post.

A great customer experience does not happen by accident, it is the result of a sound business process delivered by staff members who are knowledgeable, confident and consistent with their delivery of the process. So, three questions for you to consider • When did you last review your customer experience process? Has it been changed recently to meet the varying needs of your customers? • Are you confident that all of your customers are delighted with the experience that they receive from you? • Do you understand that the customers buying priorities will change based upon the type of purchase that they are making and do your staff know how to deal with those customer challenges? We have been providing commercial training and coaching support to Franchised Dealers and Independent Garages for more than 30 years and have helped hundreds of businesses measure and improve the customer experience and generate thousands of pounds in additional profit. We have put together a guide “22 things that you must know to increase sales and improve the customer experience” and we are giving a copy of this guide away totally FREE for the month of July 2024. The guide is focused upon Automotive Aftersales operations but is available to anyone to get your copy click on the following link www.profitinaftersales.com

(Not my car but using this photo for effect!) Let’s talk about customer service … In the last week I’ve had occasion to visit several car parts providers to get some small jobs done for NCT test New tyres fitted and asked ‘are you ready to pay for that’ before job was completed WITH incorrect air pressure so I had to go back the following day to get it checked 🙄 Needed new number plate and arrived at large global retail outlet to be told they didn’t do number plates - despite having listed number plates on their website 🙄 Found another supplier of number plates in another business park - ordered it - first one was lopsided so given a second one . No they didn’t fit them and pointed casually to garage next door and said ‘try them’ 🙄 Went to said garage and asked if they had time to put on number plates - ‘just give me 5minutes’ he said ‘Drive into garage and I’ll do that job for you’ ‘ You getting sorted for NCT?’ … an actual conversation happened followed by ‘No charge, it’s not one of my regular services but sure it only took me 2 minutes to do it’ Gave them a 5 star ⭐️ review Autoworks limerick I will be back Customer service is a big part of personal branding especially for SMEs - it’s the reason customers keep coming back! What’s your customer service like? Photo by Jack Lucas Smith on Unsplash

A great customer experience does not happen by accident, it is the result of a sound business process delivered by staff members who are knowledgeable, confident and consistent with their delivery of the process.  So, three questions for you to consider... · When did you last review your customer experience process? Has it been changed recently to meet the varying needs of your customers? · Are you confident that all of your customers are delighted with the experience that they receive from you? · Do you understand that the customers buying priorities will change based upon the type of purchase that they are making and do your staff know how to deal with those customer challenges? We have been providing commercial training and coaching support to Franchised Dealers and Independent Garages for more than 30 years and have helped hundreds of businesses measure and improve the customer experience and generate thousands of pounds in additional profit.   We have put together a guide “22 things that you must know to increase sales and improve the customer experience” and we are giving a copy of this guide away totally FREE for the month of July 2024.  The guide is focused upon Automotive Aftersales operations but is available to anyone to get your copy click on the following link www.profitinaftersales.com

🌟 Reflecting on 16 Years in Customer Service 🌟 After more than 16 years in the customer service industry, working alongside representatives from all corners of the world and collaborating with groundbreaking companies—both large and small—in various roles, I’ve come to an important realization 💡 Customer service reps can only triumph if they genuinely enjoy talking to customers. 💡 This enjoyment isn't as common as one might think. Even though you can learn a lot of skills within the business, genuinely liking talking to people might not be the easiest skill to acquire. While this can be disheartening for some, it presents a golden opportunity for those who stay. Many people go through customer service jobs, but many quit, switch industries, or move on for other reasons. However, the ones who persist and truly enjoy customer interactions can gain invaluable skills and insights that pave the way for significant career growth and opportunities. 🚀 Here's to all the passionate customer service professionals who bring their enthusiasm to every interaction. Your dedication not only makes a difference today but also sets you up for a successful future. Keep thriving! 🌟 Are you someone who genuinely enjoys customer interactions? Share your thoughts and experiences in the comments! #CustomerService #CustomerExperience #CX #CustomerSuccess #CareerGrowth #PassionForService

Wise advice I received early in my career: • customer service is not a department • sales is the hardest job in any company • we are all in sales • our job is to educate and inspire • customer focus > competitor focus • always try to add value and be helpful • own it and never point fingers • you are not taller by making others look smaller • show up when it matters most to your customer • earn a seat next to your customer, not across from her • people do business with people they trust, respect and like • to improve the customer experience, start with the employee experience

Opportunity

Achievement unlocked: Customer Relations Success! Today, I am thrilled to share a significant milestone in my journey as a corporate communication professional. A valued customer placed an order for a commodity, but due to unforeseen circumstances, the delivery was delayed by a few hours. Despite the challenges, I remained committed to providing exceptional service. By maintaining clear and empathetic communication, I ensured the customer was informed at every step. This approach not only resolved the issue but also strengthened our relationship. This experience reinforced the importance of: - Transparency: Keeping customers informed builds trust. - Empathy: Understanding and addressing customer concerns fosters loyalty. - Proactive problem-solving: Swiftly addressing issues enhances customer satisfaction. I am proud of this achievement and excited to continue growing in the field of customer relations and corporate communication. Here's to more successes and learning opportunities ahead!

Being a retail manager is no small task. The daily balancing act of managing teams, inventory, and customer satisfaction can be daunting, but with the right strategies, it’s absolutely achievable. I’ve walked this path myself and am here to offer guidance and support. Whether you’re aiming to elevate your career or just need a friendly chat about the industry, I’m here to help. Let’s connect and make the most of your retail career together. 🛍️ #RetailJourney #CareerSupport #ManagementTips

How do you handle profit and loss as Head of After-sales in consumer goods? It's a balance of strategy, numbers, and people. After 15 years, here’s what I’ve learned: Aftersales is crucial—we balance customer satisfaction with costs. Key strategies: - Know your costs: Track every expense, from spare parts to logistics. - Use tech: CRM and ERP tools cut errors, improve data. - Build strong teams: Hire for character, train for skills. - Focus on customers: Happy clients mean repeat business. - Review finances: Spot trends and adapt your strategy. - Partner smartly: Reliable suppliers can save costs. - Improve constantly: Innovation reduces costs, boosts service. - Balance quality and cost: Don’t compromise quality for savings. At Electrolux, these methods helped launch a new aftersales operation in six months with high NPS and CSAT scores. Balancing profit and loss is about creating value. How do you ensure your aftersales supports the bottom line? Share your thoughts or tag someone for this conversation.