I recently received the question, “Does your channel protect the brand?”
A friend’s elderly mother purchased a new car. She opened the owner’s manual to figure out how to set her favorite radio stations when she got home. Can you imagine her surprise to find that the salesperson had already programmed the radio stations in the new car from her old one?!
Do you think she told everyone she talked to the following weeks? You bet she did; the value-added service led the conversation in every telling.
Customer service standards are on the rise. Customers compare you to anyone else from whom they have received great service.
Do your dealers protect your brand like this?