Customer service systems

I took my Land Rover Discovery into a dealership in Leeds, Yorkshire a few months ago to have a headlamp light bulb replaced.
Never been there before or since.
Yesterday they left a message on my voice mail asking if the existing vehicle was OK and enquiring as to whether I would like to upgrade to the new Discovery 3 model.
A pleasant phone call from “Graham” who introduced himself and wasn’t at all pushy – in fact, he didn’t even leave his number and just asked that I would find him if I were interested.
They have a lead generation and lead conversion system and they are leaving no stone unturned in their search for business.
If you think they sound desperate you will never be successful at sales yourself.
I think it was excellent.
Will I buy a new Disco from them?
Most likely not as I’m about to change the Disco for my Pontiac GTO (nearly here) – but I’ll retain a soft spot for Land Rover and tell all my family, friends and colleagues about them.
In fact, Graham doesn’t know it – but 4000 people will hear about him in the next week – and each of them knows another 200 people. Do the math.
Are your systems as robust?


Published by

Chris Barrow

Chris Barrow has been active as a consultant, trainer and coach to the UK dental profession for over 20 years. As a writer, his blog enjoys a strong following and he is a regular contributor to the dental press. Naturally direct, assertive and determined, he has the ability to reach conclusions quickly, as well as the sharp reflexes and lightness of touch to innovate, change tack and push boundaries. In 2014 he appeared as a “castaway” in the first season of the popular reality TV show “The Island with Bear Grylls”. His main professional focus is as Coach Barrow, providing coaching and mentorship to independent dentistry.