NTEA: Changing world requires better communication between upfitter and dealer
Apr 1, 2011 12:00 PM, BY RICK WEBER
CUSTOMERS don’t care whose fault it is. They just want the problem solved. That’s why it’s so important that everybody in the chain learns to communicate more directly, more clearly, and more accurately.
“There has to be much more rapid communication between the upfitter and dealer,” said Ryan Mathews, CEO of Black Monk Consulting. “It’s not a dealer and upfitter problem. It’s a customer-service problem, and it requires people to work together.
“It’s important that the customer knows as soon as possible. And an explanation is possible only when the upfitter and dealer are on the same side and are agreeing. The grass isn’t always greener on the other side. Increasingly, customers are more stressed, under-resourced, and overworked. They’re also smarter, better informed. They’re not going to take your word for it. They’re much more critical.
In “What Your Customers Really Want,” Mathews presented breaking research from fleet customers and truck dealers showing exactly what is needed to stay competitive today and in the future. Read More…
