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Stephanie Young's Blog Posts Tagged 'CustomerService' (10)

Are Your Service Advisors Order Takers or Advisors?

If I wanted someone to just take my order and deliver, I would go to a fast food drive thru.  When I go to have my car serviced, I want service.  I believe that service advisors are more than just order takers or the message delivery system between a consumer and a technician.  Think about it?  An advisor according to …

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Added by Stephanie Young on September 21, 2011 at 9:30am — No Comments

Huge News Fall Out and the Boy Who Cried Wolf

Before class started on one peaceful Saturday morning, my yoga instructor made this big announcement with much fanfare that there was some huge event coming to our studio.  There were no additional details as to what the event was, when it might occur, etc.  Just a stay tuned teaser.  I was so excited that I could barely focus during class wondering what this event was, when it was going…

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Added by Stephanie Young on August 17, 2011 at 7:00am — No Comments

Closing the Gap

During a department head meeting in which processes where being discussed, it became evident there was an information gap for our clients.  Our recruiting team was reporting a break down in information regarding who we are, what we do and what we have to offer.  The team shared how they answer certain questions over and over again.  They reported the funny misconceptions that they often…

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Added by Stephanie Young on August 9, 2011 at 8:30am — No Comments

Seeing What People Say

The subject of body language keeps popping up in my life of late.  As a result, I have spent some time dwelling on the connection between body language and the work place.  Personally and professionally, we often hear the words, “Don’t judge a book by its cover.”  This statement has more to do with quick judgments made on physical appearances than body language.  Reading someone’s body…

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Added by Stephanie Young on July 21, 2011 at 7:00am — No Comments

Opening the Lines of Communication through Social Media

During a sales meeting, the question of why the company no longer has a stock pile of tri-fold brochures to hand out to potential clients came up.  I scratched my head and looked puzzled, since we have not used a single tri-fold brochure in over a year.  As a company, we moved away from outdated marketing tools and adopted high tech and interactive tools to meet the requests of our…

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Added by Stephanie Young on July 5, 2011 at 8:00am — No Comments

Perception is a Powerful Force

In real estate it is location, location, location.  In the retail sales world, it is perception, perception, perception.  Every one of your consumers wants to have a individualize experience when doing business with your organization.  I like to call it the “Disney” experience since Disney has set the benchmark in customer service.  It…

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Added by Stephanie Young on July 1, 2011 at 6:30am — No Comments

Helping Goldilocks Find the Right Car

Below is one of my favorite tales of two dealerships. It is a favorite story because I believe both dealerships had the best of intentions, just one made a positive impact and the other a not so positive impact on how one woman in a vast world of consumers experienced buying her first brand new car.

 

The ink on the…

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Added by Stephanie Young on June 30, 2011 at 7:00am — No Comments

Stand Out and Deliver

To build your personal brand that attract prospects and referrals, gain customers by beating out the competition and ultimately increase yours sales; you must differentiate and stand out.  Here are three focus areas that will help you build your own personal brand: 



Under Promise, Over Deliver.  Many sales people will do less than they promise while chasing a…

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Added by Stephanie Young on June 29, 2011 at 7:30am — No Comments

Can I Get a Witness!?!?!?!

I never question the freshness of a candy bar when I buy it.  If the candy bar is not up to my standard, I toss it.  It would “cost” me more in effort than what I spent on the candy bar to report my dissatisfaction.  When it comes to big ticket items, there is a lot more at “risk” and customer satisfaction becomes a turning point in the decision making process.  So how can a salesperson…

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Added by Stephanie Young on June 29, 2011 at 7:00am — No Comments

An Experience Can Sell a Car

While enjoying the warmer weather with my buddies this weekend, I made a new car enthusiast friend out of a complete stranger.  The conversation got started when he asked me if I had ever heard of the Nissan GTR.  I looked at him and exclaimed, “Of course!  I have a near meltdown every time I see one.”  We both go on and on…

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Added by Stephanie Young on June 24, 2011 at 7:30am — No Comments

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