How empathetic and caring are your employees?
Driving Sales recently reported on a great human interest story out of the United Kingdom. Dang Vuong, a car salesman at a BMW dealership, accidentally received a phone call from an elderly woman who injured herself in a fall and thought she was calling her daughter.
Instead of simply stating, “wrong number” and hanging up, Vuong raced to the woman’s home to help, and he assisted her until a member of her family arrived.
“I felt like I had to go and help because I couldn’t live with myself if something happened to her and I didn’t even try,” Vuong explained. “If it were my grandparent, how would I feel if she was left alone?”
“If it were my grandparent, how would I feel if she was left alone?” Although your employees, especially your sales team, probably don’t have the opportunity to physically assist elderly members of the community injured in falls, chances are elderly members of the community visit your dealership to purchase vehicles.
Your employees have ample opportunities to empathize with your customers in the same way that Vuong empathized with the woman on the phone, to think of them as someone’s beloved parents, grandparents or aunt and uncle and to treat them with the upmost honesty, respect, patience and understanding.
Not only is it the right thing to do, but treating all of your customers with honesty and respect will help sustain your independent dealership for the long term. Your customers now have many options to purchase and service their vehicles, and they’ll only return to your dealership if they feel as though they can trust you as an organization.
“They are so grateful of my actions,” Vuong said of the family. “I didn’t think anything of it as I would hope any other human being would have done the exact same thing.”