Tuesday, June 3, 2014

Can I hear what the customer is saying? Cars and Clients!

I always get excited when I get to work with a new client or repeat customer. It is an adrenalin rush when that phone rings and the person on the other end is in the market for what I do. In this case... a car.  I have become very aware that sometimes I can get so involved in what I want to tell to the client, that  I don't  hear what they are saying.
       A perspective new client shared with me recently that she feels like dealers don't listen. She told me that when she shared with the sales person what was important to her, he just totally bypassed and kept on trying to sell what he wanted to sell! She had a budget and he just would not listen to that. She did not want a specific color... not listening.
      This made me think about how people feel about the car buying/ leasing process and how important it is to hear what the consumer is saying and that each person wants to be heard. Every customer has their own perspective on what "their" deal should look like. I want to always be able to see each client as they are with their own needs. I found over the last 19 plus years in the car industry that customers see color differently, care about different options and have a need to feel appreciated, empowered and educated! Am I listening to what is important to the consumer? It is such a simple and selfless act to listen.
     If you go to a dealer and feel like you are not being listened to, you can change the course of that conversation. 1) You can ask your sales person to please listen. If that does not work then I suggest 2) you find someone who cares about YOUR deal. Not just selling a car. There are many good listeners out there. There are also people that have not learned how to be good listeners. Maybe this is an opportunity for you to help them!  Your opinon, money and voice have a value.3)  Find the person that knows that value and understands how the process of car buying, leasing, financing and warranty information works.


2 comments:

  1. It’s really hard to deal with people who don’t know how to listen. Finding a new car is pretty hard and it becomes tougher when your car dealer won't even listen to what you have to say about your needs and wants. In my opinion, it’s easier to find another who is willing to listen, than waste your time with a dealer who doesn't even care to listen. Thanks for sharing this, Katie! :)

    Sarah Erwin @ Baldwin Subaru

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