Proactive Customer ContactBy Ron Slee
Article Date: 08-01-2012
Copyright(C) 2012 Associated Equipment Distributors. All Rights Reserved.
Initiating the contact – not waiting for the phone or a walk-in. What a concept!
All of us have seen and been in many parts departments over the years and know what to expect: the counter and the telephones, the warehouse, shipping and receiving, yard storage, maybe even in-store merchandising. If the customer chooses to order parts from us, they can call into the dealership, go there in person, or maybe place an order online. A couple of months ago I wrote about our being complacent in the parts business, again. I meant it. We wait for the phone to ring or the door to open. And coincidentally, I read a book called "What Matters Now," by Gary Hamel. In this book the author tells a story about when he spoke to students the end of a second-year MBA course in London, and he lists five things that he would like them to consider in their new work lives. I want to concentrate on two of the five.
[ read more ]