As customer expectations continue to increase year after year, businesses must sharpen their focus on providing a quality purchase experience for buyers. Let’s uncover how to build stronger customer relationships and why it’s essential for RV dealership success.
When someone is in the market for a high-ticket item like an RV, they’ll be looking for the right unit to invest in and dealership to work with. That’s why many individuals like to visit dealerships in person. By visiting directly, buyers get a feel for the environment, such as how your employees treat customers or handle transactions, and they get to walk around and view certain models to see which might fit their needs best.
From the first step someone takes into your building, you want to leave a positive impact. Start establishing a strong relationship with customers by offering a warm welcome, listening to their specific needs, and working to ease their hesitations.
Anyone who purchases a unit from your dealership must stay on top of the proper maintenance to keep their RV in good condition. If customers recall pleasant interactions with your employees and at your dealership, your business will be at the top of their minds for any service needs. However, if they have a sour memory instead, those customers will likely look elsewhere. The better your relationships are with your customers, the better your chances are of driving repeat business for your dealership.
According to Nielsen, 88% of consumers trust recommendations from peers. Many prospective RV buyers will seek online forums and ask current and previous owners for their opinions, experiences, and tips. If one of your past customers is approached by someone interested in potentially purchasing an RV of their own, you want to ensure they only have rave reviews of your dealership. Words have weight, especially when it comes to influencing friends or acquaintances to make a purchase.
A personalized purchase can dramatically impact an individual’s opinion of your dealership. In fact, 81% of customers prefer personalization when interacting with a business. Instead of giving everyone the same rundown when they call or visit your dealership, make sure you’re absorbing what they say and considering their unique needs throughout the entire exchange. You can implement a dealer management system with built-in CRM capabilities to help you manage customer data for personalized interactions and follow-up.
Increased automation will free employees from tedious, manual tasks, allowing them to focus on nurturing leads and improving customer relations. Leverage digital tools that help you streamline functions, maintain data, and track important operational details.
As we mentioned before, customer retention is crucial for dealership success. Work to bolster your connections with customers by providing post-purchase value through helpful workshops, exclusive events, or educational RV tips. When your customers feel seen, appreciated, and thought of, they’ll be happy to continue engaging with your business.
By recognizing the significance of developing strong customer relationships, you’re taking the first step to meet their rising expectations. In an industry where the customer experience can make or break future revenue for your dealership, evaluate where you can improve your operations to create a foundation of customer loyalty and advocacy.