The problem solver: Mohammad (Shah) Shahzad

Centring on the customer

Centring on the customer

December 29, 2014 at 5:04 pm Comments are Disabled

In the final instalment of his three-part series looking at the roles of OEMs, dealers, and customers in the satisfaction process, Mohammad Shahzad discusses the most critical component We all know how customer satisfaction is crucial to the health of our dealership, but in reality, do you actually know how […]

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Sharing brings Success

November 4, 2014 at 7:24 pm Comments are Disabled

In the modern, ultra competitive auto retail marketplace, what distinguishes one dealership from another is its relationship with its customers, and how the responsibility of that relationship and the processes that make it possible are aligned between the staff at the dealership and the OEM, whose brand the dealership represents. […]

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Satisfaction: more vital than ever

Satisfaction: more vital than ever

September 2, 2014 at 8:18 pm Comments are Disabled

IN THE FIRST OF A THREE-PART SERIES THAT LOOKS AT CUSTOMER SATISFACTION ACROSS AUTO RETAILING FROM OEM, TO DEALER TO CUSTOMER, MOHAMMAD SHAHZAD DISCUSSES THE MANUFACTURER ROLE Customer satisfaction, customer service, customer relations and CSI are words that have been used frequently in the automotive industry. They have been defined […]

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Here and now

Here and now

June 25, 2014 at 3:15 pm Comments are Disabled

WHY FOCUSING ON MILLENNIAL CUSTOMERS’ NEEDS TODAY IS LIKELY TO REAP BIG REWARDS TOMORROW A lot has changed in the automotive customer service industry over the last few decades, but one fact remains. High quality customer service continues to inspire loyalty even in today’s demanding digital age. Whether they are […]

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Measuring feedback

Measuring feedback

June 18, 2014 at 5:58 pm Comments are Disabled

WHY EMBRACING CUSTOMER CONCERNS AND COMPLAINTS IS THE BEST WAY TO STRENGTHEN RELATIONSHIPS AND GROW YOUR BUSINESS Understanding and satisfying the customer’s needs are the highest priority for any business. And getting input from your customers is critical to your success. It does not matter how long or how successful […]

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Face-to-face

Face-to-face

April 29, 2014 at 6:36 pm Comments are Disabled

NON-VERBAL COMMUNICATION IS HUGELY IMPORTANT WHEN IT COMES TO GETTING YOUR MESSAGE ACROSS AND DELIVERING POSITIVE OUTCOMES WITH OTHERS Effective communication is the fundamental principle in providing great customer service. It’s a two-way process of reaching a mutual understanding in which you do not only convey and exchange information with […]

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Coping with collision customers

Coping with collision customers

March 20, 2014 at 11:13 pm Comments are Disabled

RESPECTING EMOTION WITH EMPATHY IS THE BEST WAY TO ESTABLISH RAPPORT AND ACHIEVE A POSITIVE OUTCOME Distressed customers involved in a vehicle accident can suffer a traumatic experience. This is simply due to the fact that this unplanned, unpleasant and unfortunate event can result in personal injury, health, disability and […]

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Why internal customers matter

Why internal customers matter

January 14, 2014 at 6:17 pm Comments are Disabled

BY FAR THE MOST VALUABLE RESOURCE AND ASSET OF ANY DEALERSHIP IS ITS PEOPLE Every day we interact with a special group of customers who frequently go unrecognized, our internal customers. These are the people who work with us throughout the dealership and rely on us for services, products, and […]

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