The power of positive thinking

Having a positive attitude can make a lasting impression on your customers

Customers may not remember the colour of the shirt or tie you wore or the exact words you said, but they will remember your attitude. Projecting a positive attitude is the only way to make a good impression on your customers.

It really is all in the presentation and starts with you as a service provider. Customers remember being treated well and they recognize and appreciate courtesy and kindness.

Maintaining a positive attitude toward your customers is one of the most important elements to excel in customer relations. It is vital to have a good relationship with customers, and your attitude toward them should reflect just how important they are to you and your dealership.

Your dealership’s business should be focused on one thing: customers. Their loyalty is the key to your success. Increasing customer care skills with a positive attitude is a smart and necessary way to increase profits.

Act and look the part

Whether you’re dealing with your internal or external customers, your attitude, good or bad, is what people are going to remember about you.

You may not get a second chance to make another impression on your customers.

When someone contacts your dealership for the first time — whether via telephone, Internet, or in person — remember just how important that first impression can be. Making shoppersfeel wanted and appreciated can turn them into lifetime advocates for your service or product offerings, whether they buy or not.

Even if you are not a naturally upbeat person, you can train yourself to have a more positive attitude. As a Customer Relations Manager, I’ve learned that having a positive attitude is one of the best ways to have a pleasant day.

Look for ways to make a difference by being helpful, interested, and caring toward your customers.

Having a warm and friendly smile and good eye contact will make you look like you are in control of the interaction with your customers.

When you welcome your customer with cheerful words, you will project a positive and confident attitude. Words and phrases such as “Yes, I‘d be happy to!”, and “Sure I can!” send the message that you are really happy and willing to help your customers.

Based on my interactions with customers, keeping a positive attitude, even if your customer may be upset, can keep the situation calm and even turn the customer’s mood around. When we no longer take things personally we begin to see everything as an opportunity for growth.

Build relationships

Having a positive attitude and respect toward your customer will lead to a better future relationship with your customers and help your dealership in the long run.

In fact, your attitude is a weapon for building relationships. A positive attitude can be a weapon for protection. On the flip side, a negative attitude can be a weapon for attack. Having a negative attitude closes the door for open communication.

It becomes difficult for individuals to trust someone with a negative attitude. When you lack positivity in your attitude you can be seen as either unpredictable or not dependable.

I’ve heard research that says, of those customers who leave your business, almost 70 per cent of them do so because they felt an attitude of indifference from the company or from a specific individual.

Don’t ignore the importance of your attitude toward your customers and the colossal impact that a negative experience can have, both for you and the entire dealership.

You must view your customers as the most important part of your job and sincerely appreciate that they choose to do business with you. That sincerity is the basis for great customer service that will keep your customers coming back.

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Canadian auto dealer