A few months ago, the RV dealership where my wife and I purchased the last 4 of our RVs from changed ownership.
The company that purchased the RV dealership is a family that owns multiple car dealerships in our area. We have purchased several cars over the years from this dealership and we have a good relationship with them.
What surprised me was that the “good” feelings I had about the car buying experience didn’t transfer over to them purchasing our RV dealership.
While I was optimistic that they would be good owners and run the company well, I didn’t transfer the good feelings I had about the car buying and service experience directly to the RV operation.
Now that a bit of time has passed, and we’ve had good experiences with service from the RV dealer, I’m thinking positively about them.
They made sure our entire experience with the service department was a positive one beginning with how they handled my calls to schedule an appointment all the way to getting the work done.
If they had been sloppy about any of the above, I may have started to look for a new place to service our RV and who knows, when it’s time to buy we may have just purchased somewhere else.
What about your business? What makes it special and work for your customers?
Here are some things to consider:
You may not have an ownership change, but you could have a staffing change. Everyone who deals with _______ feels abandoned when they change position or leave. The staffing change could be you or any of your team members.
Maybe you purchase an additional business and are no longer are involved in the operation of your first business in the same way.
Or you decide to reduce your work hours and train someone else to do some of your tasks for you.
Or maybe you decide it’s time to sell your business.
Knowing what makes your business special will help you ensure that those services are maintained at a high standard so that your existing customers continue to want to do business with you.
After all, your existing customers, and your relationship with them is the most valuable asset your business has.
Spending some time analyzing this can give you more freedom in your business along with helping you grow your teams’ capabilities.
Have a great week!