BrianButler

I’ve found myself in the market for cars recently. With my daughter just getting her license last month and my son getting his license next month, it became painfully obvious that they’d need a vehicle to share to get around in. It was decided that they’d get my hand-me down, I would get my wife’s hand-me down and she’d get something new. As if that decision was going to be either a surprise or a long conversation. 

I was driving by a car lot the other day and noticed a nice vehicle that I thought may fit the bill. Not having time to stop, I took the name of the dealer down and called after I left the appointment that I was running a little late getting to. 

I mentioned to the person who answered the phone that I was interested in the car in question and asked if she could give me some particulars. “Oh, no”, she replied, “only Joe can do that”.  “Can I speak with Joe?” I asked.  “No, I’m sorry, he’s not here right now”. 

She was not allowed to give someone who was interested in potentially buying something any information. Say what?!

In an open-source world, well developed marketing communication strategies are no longer “push” driven. We all now reach out to find what we need when we need it with no barriers. And information can’t be kept from a potential customer in hopes of having the salesperson control the process. 

Review how easy you make it to access information about your product or service. Successful customer service isn’t always about how well you did for someone or how well your product performed. Often, it is just simply making it easier for someone to buy something.

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