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Between endless meetings, work-related tasks and familial responsibilities it probably seems as if you’re continuously pulled in different directions. Our society has devolved into a place where we often fail to stop and notice important things, simply because we’re so busy satisfying the needs and wants from those we love, or to those whom we have to answer.


A perfect illustration of how distracted our society has become is a wonderful story about internationally acclaimed virtuoso Joshua Bell, one the nation’s greatest violinists, commanding  fees upwards of $1,000 per minute performing to sold out crowds. He also loves to play anonymously in the D.C. Metro during rush hour. What is amazing is that during 43 minutes of playing, only one person recognized him and he made just $32.17 in tips.


Today, people are so busy wrapped up in their own lives that many don’t want any intrusion – even if that intrusion is one of beauty and song – and they simply don’t listen. This is exactly why consumers get so annoyed when telemarketers or your salespeople call in the middle of dinner.


We cannot make more time. We can only do the best with what we have. Because of that, people get annoyed when salespeople intrude on that time. So how do the Amazons, Apples, and Googles of the world continue to thrive and win the hearts and minds of their customers? It’s all about providing interactions the way the customer needs and desires.


Would it surprise you if I told you that Amazon Prime members now outnumber non-Amazon Prime members? Yes, a majority of customers are willing to pay a company $99 per year to do business with them. Why? It’s all about convenience.


Consumer behavior now dictates which companies thrive, which merely survive and which disappear. Consumers have – and will always have – the leverage to make these decisions.

And that leverage lies directly in their perception of your company; if you provide an excellent customer experience and make it convenient to do business with you and save them time…


… Or do you intrude upon it? It’s your choice. How do you interact with your customers and wish to be perceived?

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Tags: CRM, automotive, communication, conversation, customer, dealership, interaction, management, relationship


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