How much does it matter if your client "Likes You"?

Consider this discussion in the medical field....would improving and engaging the skills to listen, ask questions, and create an atmosphere of respect make the difference in our dealerships?

Malcolm Gladwell, in his book "Blink" tells us:

"The risk of being sued, has very little to do with how many mistakes a doctor makes. Analysis of malpractice lawsuits show that there are highly skilled doctors who get sued a lot, and doctors who make frequent mistakes and never get sued". Further, "The overwhelming number of people who suffer an injury due to negligence, never file a lawsuit",....Patients file a lawsuit, because they have been harmed....and something else happened". He goes on to say "Again and again in medical malpractice cases is patients say they were rushed or ignored or treated poorly. People just don't sue doctors they like".

I will leave it to you to extrapolate how this evidence impacts us in our business...consider its measurement against :

Sales and Gross
CSI
Customer Retention
Employee retention
Survey Responses
On-line reputation management.

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Permalink Reply by Tobias Sedillos on October 20, 2010 at 2:46pm

In my opinion, it is all that matters.

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Permalink Reply by Jason M A Goodman on October 21, 2010 at 4:58pm

The most important piece of any business is the customer. People talk when they are happy and the scream from the mountain tops when they aren't. Word of mouth advertising can make or break any business. Your reputation is based on your customers' reactions to their interactions with you. Perception is everything.

Bottom line; If you take care of your customers they will take care of you.

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Permalink Reply by Chip King on October 21, 2010 at 5:11pm

Agreed 1000%-- The rubber meets the road in the dealer's ability to create that culture...and many have. The "Ritz Carlton" approach is a great model. We are still an industry that our customers are wary of, and the first impression will either confirm their fear, or put them at ease.

With all the skill training available to us, are you aware of any that simply teach us how to execute this culture change? More than Manners 101, but real focus on the entire "touch"?