Let’s start of with what I consider to be good customer service from a vendor in the B2B sector of the automotive dealer industry.
- Don’t over promise and under deliver.
I find this to be a huge problem in this industry. From dealer website providers to CRM/ILM companies, they all say “YES, we can do that”, only to find out when you have the system installed and running, nothing works the way they promised. Once they have your money and a signed contract you just a number.
- Answer your phone.
There’s nothing more irritating then having a quick question or a minor issue for tech support and having to wait on hold forever. Then after waiting forever, you receive a voicemail that tells you to leave a message and your contact information and someone from support will contact you back. Then you never hear back from them.
- Have skilled tech support highly trained and familiar with your product.
I get so sick and tired of dealing with tech support representatives that know nothing about their own product. It’s even worse when I know more then they do. Don’t get me wrong, some issues are deep rooted and I would never expect a level 1 tech support to fix a major issue but if you have to get with a manager for every little issue and to ask simple questions then this representative needs to go back into training before answering the phone as a tech support representative.
- Call me BACK!!
If I call in an issue and you can’t fix it right away, provide me with a ticket number and CALL ME BACK when you have it fixed. Matter of fact, call me back even if you don’t have it fixed and keep me in the loop with the progress.
- Check in and see how I’m coming along and what kind of progress I’m making.
Here is where just about every vendor I have ever dealt with over the last 8 years in this business FAILS. I can’t recall ever having a vendor call me at least once a month to review performance, issues, or just talk about the product and how I’m getting along with it.
- Be open!
Especially if you’re a CRM or Desking software vendor, why would you not have tech support open on Saturdays? It’s the busiest day of the week usually and when an issue occurs, it’s imperative to have it corrected right away.
This has to be the only industry that allows below average customer support to exist. I don’t get it really, why do dealer continue to sign these long term contracts for sub par products and poor customer service? If a dealer would show the same lack of support to their customers that most vendors do to the dealer, we would sell a lot less cars.
Those are my 6 steps for better customer service. If you have others and would like to share, please do so (lets keep this posting clear of vendors and allow only dealers to comment. Thanks!).