We are looking for a new truck. We’re probably one of the few couples around buying three top-end vehicles within six months, when it just so happens all our leases come up. (I’m going to name-drop to make my point. If that bothers you, don’t read on.)
We looked at an Escalade today. When the salesman who was next “up” saw the Bentley pull into the lot, he just about met us before I closed my door. He was personable and polite. He pulled up a truck, which took a long time, and it needed gas, so we had to stop. The rear seats weren’t fitted properly. The brakes smelled (he said from “newness”). He had no information yet on the 2010 models. Why isn’t this dealership prepared to show its best side? Why aren’t they acting as if they expect customers?
Earlier we looked at the top Audi model, which we like. We’re waiting for 2010 information on that. The salesman doesn’t have it. When we returned for a test drive, he had forgotten which truck we were interested in. He doesn’t follow up with us. Why doesn’t he realize that you need to be more than simply polite?
I’m writing this from the Hyatt Regency Goat Island in Newport, RI. I’ve returned here with my business (I’m running Six Figures to Seven tomorrow, and the Workshop Workshop in June) after a hiatus because I was unhappy with deteriorating service. The entire hotel staff had been told about my return and the care has been incredible. I was greeted by name at the door by the front desk manager, who had cones prepared to save a place for my car in front. Everyone has inquired about what they can do for me. They’ve put me in the presidential suite, and even the spa manager told me, “We are all so glad you’ve returned, we had a management meeting, and everyone was put on notice.” The Hyatt had reached out to me to return, and given me a special tour months ago to convince me.
There aren’t many people running the meetings I’m running these days, and there aren’t too many people buying the top-end vehicles, either. You have to do more than take orders, or respond to questions, or be polite. You have to be proactively assertive and accommodating.
We all have control of that. And we all need good business. What are you doing to proactively reach out to those who can pay for your value?
© Alan Weiss 2009. All rights reserved.