Garagecast - All Things Power Sports and Marine Ep. #293 - The Power of Consistency: Elevating Customer Experience in Dealerships
Aug 5, 2025
The discussion focuses on the vital role of consistency in dealership success, emphasizing customer experience and team accountability. Listeners learn about the balance between efficient transactions and meaningful relationships. The hosts also explore memorable experiences, drawing parallels to the Rainforest Cafe. They debate the ideal fast food French fry, linking it back to consistency in customer service. Insights on structured systems and the normalization of deviance highlight the importance of adherence to procedures for enhancing customer loyalty.
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Consistent Dealership Tours Matter
- Implement dealership tours as a system that maximizes profitability and benefits all departments consistently.
- Train staff thoroughly and ensure adherence to the tour process for best results.
Standardize F&I Menu Selling
- Use a consistent F&I menu process showing all products to every customer 100% of the time.
- Train all involved and maintain legal compliance to protect dealership and customer interests.
Escort and Introduce Customers
- Always escort customers around your dealership instead of just giving directions.
- Give proper introductions to staff, making the customer feel welcomed like at a professional house party.
