O'Gara Coach’s Post

*Customer Service and Ivory Towers* Over the past month, I've observed a troubling trend within the automotive industry, one that spans across multiple brands and is tarnishing the industry's reputation as a whole. The issue is a lack of engagement. Consumers are not just relying on the internet or distance sales anymore; they're stepping into showrooms, seeking information firsthand. Yet, there’s a noticeable absence of positive engagement when they arrive. Take this past weekend, for example: a potential customer visited a luxury dealership, but no one approached them in a positive, welcoming manner. And that’s the crux of the problem. Engagement should be immediate—within the first minute of their arrival—with a warm greeting and gratitude for their visit. The interaction should include: 1 - Asking if they’ve visited the dealership before. 2 - Offering directions to the restrooms. 3 - Offering refreshments. This initial contact should not include any mention of sales or probing questions that make the visitor feel pressured. Instead, it should be a simple, genuine welcome. Anyone in the dealership can, and should, be able to do this. If they can’t, they may not be suited for the role because it’s the enquirers who ultimately keep the business running. While everyone has their unique approach, it’s crucial that each customer interaction is treated with the utmost care. Every opportunity should be seen as potentially the last, and every visitor should receive the best possible experience. By fostering a customer-centric environment, you create a positive energy that visitors will naturally respond to, often leading to successful sales. So, take a hands-on approach. Make sure your entire team understands these basics, and hold them accountable. It’s time to step down from the ivory tower and ensure that every customer receives the attention and respect they deserve. 🌐https://lnkd.in/e_Zrv2xE ✉️enquire@thespecialistcarbuyer.com 📞 020 8129 4691 #CustomerExperience #ClientEngagement #AutomotiveIndustry #Leadership #BusinessGrowth #CustomerService #SalesTips #BrandReputation #DealershipLife #CustomerFirst #Lackofengagement #Automotive #Brands #dealerships #Business #B2C #EmployeeEngagement #BusinessDevelopment #LuxuryCars #SalesLeadership #BusinessSuccess

Looking back on my journey in luxury customer support, I’m struck by the balance needed to excel in this dynamic field. It’s not just about technical skills—it’s about mastering the soft skills that make all the difference when dealing with demanding customers. In the luxury industry, every interaction is a chance to create an exceptional experience. Understanding the needs and expectations of discerning clients is crucial. Soft skills like patience, empathy, and effective communication are essential in delivering personalized solutions and leaving customers feeling valued. But perhaps the most important skill is keeping cool under pressure. Challenges are inevitable, but how we handle them can make all the difference. It’s about turning setbacks into opportunities to impress. As I continue in this field, I’m reminded that success isn’t just about meeting quotas—it’s about the lasting impact we have on our customers. It’s a privilege to shape their experiences, and one I don’t take lightly. In a world where luxury can sometimes seem superficial, let’s remember that true luxury lies in the quality of our relationships and the sincerity of our service. As we navigate the world of luxury customer support, let’s do so with a commitment to excellence and a dedication to exceeding expectations. #LuxuryCustomerSupport #SoftSkills #CustomerExperience

At JRNI we support over 6,000 trunk shows every year including several at some of the world’s largest and most pre-eminent retailers. By studying trunk shows across North American and European luxury brands here are the lessons we've learned... #retailexperience #trunkshow #customerconnection #customerexperience #customerengagement

I recently had a profoundly unsatisfactory experience with Get Look Salon, primarily centered around their subpar services and lackluster customer support. The salon lacks basic decency in dealing with clients, displaying a complete absence of professionalism. One major issue I encountered was their disregard for customer communication. They arbitrarily changed appointment times without informing me, inconveniencing me greatly. The lack of transparency and courtesy in managing appointments is highly disconcerting. Moreover, their customer service is abysmal. There is a clear deficit in providing timely and effective feedback to clients. I strongly advise against using this application due to its pathetic service and customer support. An important cautionary note: if considering their prepaid services, be prepared for disappointment. My experience suggests that it's better to steer clear of such arrangements with Get Look Salon. Save yourself the trouble and explore other reputable alternatives for your salon needs. GetLook not worth it , being honest about your services and awareness for all Bangaloreons 🙏 #Awarenss #Homesalonservices #Patheticexperience #stayvigilent #sharingawareness #dontgoforit #bangalorepeople #Bangaloresalonservice #getlook🙅🏻♀️ #homeservices

Is your vehicle in need of some grooming? Booking your appointment is as simple as counting 1, 2, 3! After providing your details, our dedicated customer care team will confirm your appointment and address any additional queries you may have. Let us take care of the rest! #OnlineBooking #Bodyshop #Detailing #ExteriorDetailing #InteriorDetailing

"Keeping up with the latest trends in retail is key to success. This article provides great insights into how customer preferences are evolving in the luxury market. "Proud to celebrate 15 years in the retail and luxury sales industry! Reflecting on the journey and looking forward to more growth and opportunities ahead. "Thrilled to have exceeded my sales targets this quarter! Consistency, dedication, and understanding customer needs are the keys to success. "In luxury sales, understanding your customer is everything. Personalization isn’t just a buzzword; it’s the difference between a one-time transaction and a lifelong client relationship.

Read the room. It’s nice to be greeted when entering an establishment. You may receive a beverage and a starter line such as “How may we help you?” or “looking for anything specific.” Hotels might say “Welcome to… or “Hello my name is..”. Either way, there’s always a starter and a finisher. In hotels, you might hear “enjoy your stay” or something similar. In retail, “Thank you for shopping with us”. It’s what happens in the middle that, that makes all the difference. During that interaction were you pleasant or pushy? Did you intentionally make the customer/guest feel welcomed or unintentionally feel like a sale to be had? On this day in the picture below, I was interested in purchasing a bracelet from Tiffany’s. But was it for me??? No, not really. After stating to my sales person what I came to purchase, I soon noticed more energy was being put into trying to convince me on how amazing I’d look with this bracelet than in the actual purchase I was interested in. 🙄 (sidebar: an oversell can cost the sale) My salesperson was kind, generous, and very welcoming but I didn’t feel as if I mattered past a sale. 😮💨 Unlike the sense of relief, I felt afterward, great service leaves your customer/guest filled with a sense of simplicity and gratitude during and after their transaction. As the old saying goes “read the room”.

How does customer service increase your revenue? Easy. It builds long-lasting brand affinity. Take Away- their suitcases are not cheap, but I will not buy a suitcase from anyone else. Recently, one of the internal parts of my carry-on broke. I emailed them, and they apologized for not having the part, so they would just send me a new suitcase. They didn't ask for the receipt or my credit card to ensure I would send the old one back. They didn't make me pay for shipping. They just made my life easy. When the same thing happened with Samsonite, I had to write to them a few times, drive the suitcase to their nearest store, and pay $15 to ship it back to me. It took a month before I had my suitcase back. Being a premium brand does not only mean quality of product; it means quality of service.

🚗💥 What's Going on at Best Bodywork Solutions This Busy Friday? 💥🚗 Every day is a hustle at Best Bodywork Solutions, and today is no different! Starting at 9 AM, our team dives into work, focusing on three key things: 1. Customer Satisfaction 2. Quality Parts 3. On-Time Delivery We’re always going the extra mile to keep our customers happy that's why our shop is always packed with jobs—some are ready for delivery, and others are still in progress. Ever wonder what makes today so special? 🤔 Maybe it's the extra care we're putting into each car. #BestBodyworkSolutions #CustomerSatisfaction #QualityParts #OnTimeDelivery #FridayHustle #AutoRepair #ComeSeeForYourself

Balancing Customer Satisfaction with Leadership in the Jewelry and Luxury Industry In today's rapidly evolving jewelry and luxury industry, the need to listen to our customers has never been more critical. Yet, as professionals, we must also embrace a leadership role that may have been diminished over time. It's not just about following trends or catering to every request; it's about guiding our customers with the knowledge and expertise we've cultivated. We need to ensure that while we meet the desires of our clients, we also maintain the integrity, quality, and prestige that define our brands. Leadership in this industry means making informed decisions that may not always align with immediate demands but serve the long-term interests of both the brand and the customer. By doing so, we preserve the values and heritage that make our products unique, ensuring that we don't just satisfy our customers—we elevate their expectations. Let’s take this opportunity to lead with vision, uphold our standards, and continue to define what true luxury means. #JewelryIndustry #LuxuryGoods #CustomerSatisfaction #Leadership #BrandIntegrity #LongTermVision