Buying a car often sits near the top of the dreaded tasks list for most Americans. I felt the exact same way, despite buying three cars in the past.
Car dealerships and specifically salespeople are typically rated very poorly on follow-ups once they’ve completed the initial sale. But as DFW Car Dealer Carl Sewell writes in his book Customers For Life, one customer is worth hundreds of thousands of dollars. The first chapter of Carl’s book outlines the Ten Commandments of Customer service:
- Bring ‘em back alive: Ask customers what they want and give it to them again and again.
- Systems not smiles: Saying please and thank you doesn’t ensure you’ll do the job right first time, every time. Only systems guarantee you that.
- Underpromise, overdeliver: Customers expect you to keep your word. Exceed it.
- When the customer asks the answer is always “yes.” Period.
- Fire your inspectors and consumer relations’ department: Every employee who deals with clients must have the authority to handle complaints.
- No complaints? Something’s wrong: Encourage your customers to tell you what you’re doing wrong.
- Measure everything: Baseball teams do it. Football teams do it. Basketball teams do it. You should too.
- Salaries are unfair: Pay people like partners.
- Your mother was right: Show people respect. Be polite. It works.
- Japanese them: Learn how the best really do it; make their systems your own. Then improve them.
Additionally, he writes if you treat your customers right, they’ll want to come back.
“Instead of buying one car from us, and then disappearing forever, the customer returns whenever he needs a new one,” Sewell writes. “Over the course of his lifetime he’ll end up spending a lot of money with us –$517,000 to be exact.”
Cameron Tigg at Joe Machens Toyota in Columbia very much understands this concept. …
To read the rest, you’ll have to go check out the Miles & Co. blog, where I wrote this as a guest piece.
(Note: this is a guest post from Matt LaCasse. He and I have traded recipes since before he started #cookchat.)
If you follow me on Twitter, you’ve been seeing me use the hashtag #hawaiidiet. As a part of this diet, my wife and I get 8 ounces of meat a day, but that’s limited to seafood, chicken or turkey. Up to this point in my life, I’ve had a saying that goes something like, “If it’s from the sea, it’s not for me.” I’ve had to get over that since one can only eat so much chicken and/or turkey. So, I turned to the one place I knew I could get a fantastic shrimp recipe. The host of this here blog.
God bless Aurora. She sent me this recipe for shrimp. I’ll give the recipe (from Self Magazine) as it’s supposed to be made first:
- 1 cup dry orzo
- 2 teaspoons olive oil
- 1 cup chopped onion
- 3 cloves garlic, peeled and minced
- 1/4 cup white wine
- 1 can (28 oz) whole, peeled tomatoes
- 2 tablespoons chopped fresh parsley
- 1 tablespoon capers
- 1/2 teaspoon dried oregano
- 1/2 teaspoon dried basil
- 1/4 teaspoon black pepper
- 1/4 teaspoon dried red pepper flakes
- 1 pound medium shelled and deveined shrimp
- 1/2 cup feta
#Hawaiidiet also bans dairy products, so the feta was out, and I’d never heard of capers before this, didn’t have any on hand, and so ended up substituting cilantro. Orzo was also out due to the no carbs aspect of the diet. So, here’s what I ended up using:
- 2 Tsp olive oil
- 1 cup green onions (Didn’t have an onion on hand, used these instead, worked great)
- 1 Tb garlic powder (Thought I had garlic on hand, but I didn’t. This worked OK)
- ¼ cup red wine vinegar (Again, didn’t have any white wine on hand)
- 1 can whole peeled tomatoes
- 2 tbs parsley (I used dried parsley)
- 1 tbs cilantro
- The rest of the ingredients I used as listed
This was a GREAT recipe. It was a bit spicier than I had expected, but that wasn’t a bad thing. There’s LOTS of flavor here, and I really wish I could have used feta and orzo as I have no doubt that makes this taste completely different. It was a little over-tomatoey, but I’m chalking that up to the lack of feta and orzo. The cilantro added a little citrus twist to it, which I really enjoyed and would add to the original recipe; then again, I’m a cilantro freak.
Thanks to Aurora for passing along the recipe! This and a tilapia recipe she passed along have been big hits at Casa de LaCasse and will become a part of the regular rotation.