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Chatting to your clients pays off
Page 20
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I WAS VERY interested to read the letter from Willie McArthur (Discovering it isn't good to talk', CM 25 February), with regards to response times from both truck dealerships and insurance brokers.
Over several years. I have formed the same opinion, but I put it down to age and the 'good old days syndrome', which tends to distort your memory.
I have now moved into transport operations, although my main experience was gained in the truck dealership networks.
I have since formed the opinion that the majority of suppliers to our industry have lost their ability to either respond or communicate.
I put this down to being a dinosaur, although the basics of looking after your clients' needs will never change.
In my early days at a Leyland dealership. the competition was intense, with five other Leyland dealers marketing our franchised area, plus a host of British manufacturers' and the new kids on the block from the Continent.
At that time. everyone coldcalled, but a mistimed call could cost you a sale. We are now in a very severe recession, so why are the dealerships not fighting for every scrap of business?
From speaking to other hauliers, it seems that the emphasis is now being placed on just contacting the dealer and getting an order placed with very little discussion about what might actually work out best for their individual operation.
The experience gained by Listening to clients' problems and their needs turned into the inspiration for repairs and maintenance contracts, contract hire packages. flexible finance arrangements and fixed pricing schemes — all of which assist clients' cash flow.
We also tended to discuss in detail a client's application, and what was the best method to address any problems they might have had.
It was through these discussions that we quickly learned about a number of other industries, which would, of course, build up your own databank of experience.
You could then draw on that experience and learning as necessary which, in turn, would enable you to contribute to any discussions you might be having with your clients.
I believe that the dealerships who carry on upholding these standards — or take the decision to reintroduce them — will reap the success they deserve.
Carl Stephens Via email