Professional Community for Car Dealers, Marketing, Advertising and Sales Leaders
Is it good, or is it bad?
I've been saying for some time that wearable computers will revolutionize marketing. Consider walking down the street and every business you look at pops up one to five stars. 5 Stars? You might just walk in. 1 Star, you might just ask to read the reviews before you go in the door.
Consider Google glasses paired with face recognition. Would you buy from this man who has had 5 DUIs? Would you shy away from a salesperson who has served prison time?
Consider that each transaction is recorded on personal video. What will the salesperson say... the finance manager? This is the beginning of customer service and reputation management on steroids. Can you imagine a bad review that is recorded on video for all the world to see your bad behavior?
I think about the video cameras being used in police cars these days that activate and record every stop of a driver. Is it good or is it bad? If nothing else, it keeps us honest and pointed toward the goal of great customer service.
What will it do to the sales process?
But perhaps we should look at it from a different angle. People like real people. People like helpful people. People like people who care.
If we readjust our minds to the fact that we are getting paid to HELP people get a new car, and build a relationship that will continue through servicing that car and buying another, we can afford to be polite and helpful rather than antagonistic.
Reputation Management is an awful term. You shouldn't have to manage your reputation. You should concentrate more on creating and maintaining your reputation. And when you stumble, sorry seems to be the magic word.
Written by Tom Gorham
Editor, From The Trenches