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Want to know what you and your business can do offline that can make or break your sales
revenue online? It’s really easy. Anyone can do it.
Let me give you a real life example. I live in St. Louis, Missouri and I wanted a sportscar.
To be specific, I wanted a Porsche Boxster convertible. I went to Cars.com and did a
search for all the Porsche Boxster’s available for sale within a 500 mile radius. I compared
prices and checked CarFax reports for several months.
One day, I found exactly what I was looking for. It was a metallic grey car with black
leather interior and it only had 28,000 miles. It was located in Des Moines, Iowa at Stew
Hansen Hyundai. It was a dealership with upfront pricing and they had it priced to sell.
I called up the sales rep Bryan and asked him all sorts of questions. By the time we
were finished, I put down a deposit and made plans to go to Des Moines and check it out
on the contingency that it was everything he described and that I would get a warranty
so I wouldn’t get stuck in the middle of nowhere if it broke down on the way home.
His sales manager Danny agreed and gave me a 1 month, 1,000 mile warranty on the drive
train and anything they inspected. I went online and read reviews of their dealership.
I read comments about my sales rep too. They were all positive. The CarFax reports were
solid too. I felt comfortable.
When I got home, it looked like there might be a problem that wasn’t on the drivetrain
or on the list of things they inspected.
I spoke with the Danny the sales manager. He could have insisted that I drive the vehicle
back to their location to examine and/or service it. He could have told me tough luck.
And, if he did, then I wouldn’t be singing the praises of this dealership or their management
team all over the Internet. In fact, it could have very easily been the opposite.
He asked me to go to a Porsche dealership here in St. Louis and have it evaluated and
let him know what the bill was. He offered to work with me to defray costs even though
he “technically” didn’t have to. In the end, it turned out to be nothing, but
they were ready to stand behind it and that what was what made me such a fan.
Here’s what my sales rep Bryan, the Sales Manager Danny and the rest of the dealership
at Stew Hansen Hyundai understand that many others don’t. Outstanding customer service
OFFLINE can be the best ONLINE sales strategy you can have.
Why? They could have hired the best advertising firms, advertising agencies or advertising
agents in the country to create the coolest ads ever and it wouldn’t have mattered to
me one bit. They could have hired social media strategists, social media training companies
or social media consultants and there’s nothing they could have done to stop angry
customers from damaging their reputation online.
They could however, make sure they prevented customers from becoming angry. They could
choose to do the little “extras” that make customers happy and want to tell others
online. And, that’s exactly what they did.
Word of mouth travels quickly. Words on keyboards do too and because they are on the Internet
and don’t get erased easily, if ever, it is critical that you think of the consequences
of your words and actions with your customers.
If you or people you know are looking for ways to attract, capture and convert more
clients online but social media marketing, internet marketing and other online marketing
strategies seem overwhelming or confusing, then I invite you to visit buildatribe.com
where I prepared a short video, less than 5 minutes in length, that a bunch of smart
and hard working folks say has really helped clear things up for them. That or check out
additional videos on our YouTube channel.