«the desk as barrier»

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More and more automotive brands  redesign their room concept of their dealerships. Reception counters and desk are replaced with bar tables to create an open room concept and pc are replaced by tablets to digitalize the customer communication. If there is still room needed for private conversations offices are available for central usage. This room concept is offering the customer on the one hand side an open and warm welcome. On the other side this concept may pose a challenge especially to the introverted employees. Previously the desk could be used as distance piece to the customer, now the empolyees are standing in the middle of the room. Other branches already successfully implemented this concept such as the retail or the hotel industry. Employees are requested by this concept to actively approach customers to welcome them in the shop. Also the paperless  working is a big challenge for the daily business. So far the daily business was organized by printed work orders. Today everything should happen digitally.

Reading on:

We are happy to help by:

  • Preparing your employees in the new way of customer contact
  • Overcoming the threshold to proactively contact the customer
  • Showing your employees how to fill a room with their personality and presence
  • Integrating the digitalization as a fixed component of your processes

…get ahead!

Please don’t hesitate to contact us if you would like to know more about customer acquisition, communication and care. We will be happy to help.

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customer contact

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 «Treat others as you wish to be treated» (Confucius)

Surely you once have experienced the following situation: You are entering a shop to buy some minor things. You are aware of that you are consuming a certain time of your consultant with your request which is moreover an additional burden in his daily business. Hence you are already prepared to be quickly served as your request will only generate a modest turnover. But you are dependent on the support – if not you would have done it by yourself.

Now we are changing the perspective and put ourself into the role of the consultant. He now has different possibilities of treating you as a client – thereby you should always question yourself how you would like to be treated as a customer. Confucius once said: treat others as you wish to be treated.

On the one hand side you as a consultant can make the customer feel that his request is an additional burden for you. This way you are giving the customer the feeling to be unwanted and disturbing. What could happen at worst? The customer is spreading his displeasure on social media and other digital platforms and will never visit the shop again and will also advise his friends and family against it.

On the other side you can see this customer as an opportunity to win a new customer. What could be better than having a customer in your shop who just came by his own motivation because he needs your support? This attitude is of course no walk in the park and will bring about a lot of extra work but also the success. To win new customers on an alternative way would be expensive and eventually not promising marketing campaigns as customers are flooded with advertisement. Take the opportunity to surpass the customers’ expectations!

Enclosed you find some recommendations how to succeed within your next customer contact:

  • The customer should be in the focus of your activities
  • Don’t focus only on profits
  • Take the customers’ needs and wishes seriously
  • Actively listen to the customer
  • Ask open questions to create a dialogue with the client
  • Be solution oriented – search for the solution not for the problem
  • Summarize the conversation with your own words to avoid misunderstandings

Please don’t hesitate to contact us if you would like to know more about customer acquisition, communication and care. We will be happy to help.

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