Comment

Comment by Chris Younggren on April 6, 2013 at 9:46am

Thank you Tom. Being proactive with your company's reputation management is the key.

Comment by Big Tom LaPointe on April 6, 2013 at 7:56am

13 million hits now http://www.youtube.com/watch?v=5YGc4zOqozo

Comment by Big Tom LaPointe on April 6, 2013 at 7:53am

Great stuff. There is no way to predict of measure the reach of a negative experience of a customer - until it shows up on a national news show as the moron viral video of the day.

Comment by Chris Younggren on April 5, 2013 at 12:26pm

Jeff thank you for the shout out.

Great story Jeff. I was told that same line when I first started selling cars in 1991, "just gett'em in"....I always felt you must give the prospect reasons to stop in by giving enough info to peak their interest, then  they will want to come in for details.

Comment by Jeff Novak on April 4, 2013 at 2:05pm

Excellent story.  One of the owners where I worked used to insist I "get people in no matter what".  I disagreed on principle which only aggravated him.   Shortly thereafter in deference to him I allowed someone locally to come in on a car that was sold hours earlier.  They had zero interest in similar stock and left annoyed.  She posted a Facebook status update sharing her angst.  It garnered about thirty comments within the hour, all of them either sympathetic or contained yet another negative story about our organization.  On this customer's friend's list was the wife of one of the owners.  Needless to say I was called on the carpet for not contacting her despite her close proximity to our dealership.  Though red faced it did give me the ability to stand on principle from then on with the other owner.