Winning the face game SalesMinded dealers get employees to build relationships, too

摘要

Dealer managers tell me time and time again: "I'm the face of the store and people want to talk to me when they call or come in." There are both victories and setbacks here. The victories are imbedded in the impact the manager has made on the customer — the service and communication rendered, the value offered and transferred to a customer who has now gained a sense of loyalty. The setbacks are also imbedded in this very impression. If a customer wants and has to speak to the store manager—and this is multiplied by many customers per day — how then does that manager get anything else done? How as a better model can a manager get virtually anyone in the store to be the face of the business? How does that affect both a customers perception and the level of service they will actually get?