I just returned from my nephew's wedding. He is the first of our family's next generation to marry so the pressure was on to create a standard to follow. Being my brother's son, I was excited to go, visit with family that we don't see often enough and most importantly, to honor my nephew and his new bride. From the rehearsal dinner to the church, and ultimately to the reception, it was perfect.
Not just for all it had. It was perfect for the things that were missing. For me, the greatest MISS, was they didn't do "The Alley Cat," skipped "The Chicken Dance," and ignored the garter/bouquet toss. It was a relief to be able to enjoy the event without doing the usually required, "This will be great," dances from hell.
What they added to the day was fun. The bridal party didn't sit stiffly away at a table or make their obligatory walk around while everyone was eating. They were actually part of the entertainment. My nephew and his "posse" actually lip sinked and danced to his bride, seated in the center of the room. Everyone roared as he performed and cheered when they had finished. It was unexpected, yet totally him.
The highlight of each part of the day was how we were kept excited by what happened next, but felt totally at home and relaxed through the whole day. There were many pleasant surprises, yet everyone felt at home with the entire proceeding. There was not one complaint and a lot of, "How can you top this," to the other single people in attendance.
Shouldn't that be the way we treat every customer? Aren't we supposed to pull out all the stops to make their purchase an event for them? Since they have unique needs, aren't we expected to learn and then meet those needs? Most importantly, shouldn't they be amazed at how the dealership treats each guest?
While all of that needs including, let's not forget, the traditional. While marriage is a solemn occasion, shouldn't the principles behind honest and long-term business practices be very evident? Our very best should be the standard and not the exception. The goal to strive for, exceeding expectations, should be expected.
When leaving the reception, you had the feeling that you should attend any party these people were throwing, regardless of the occasion. What would your dealership be like if every customer, not just those who buy, felt that THIS WAS THE PLACE TO COME, regardless of the event? Imagine if your team set the standard for the competition to follow.
John Fuhrman is the Senior National Trainer for Carolina Automotive Resource Services, a unit of The Dealer Resource Group. His ten books have reached 1.5 million readers and he has trained sales professionals around the world. Our Trainers are ready to work for you and develop a sales team you can be proud of. Email us by Wednesday and we're in your dealership on Monday ready to interview. When your dealership needs amazing results hiring new people, visit http://www.thedealerresourcegroup.net. ATTENTION DEALERS: VISIT OUR WEB SITE AND REGISTER TO KEEP UP ON MONTHLY TRAINING SAVING SPECIALS. Our trainers are ready to show you our "WOW!" factor. (c)2012 by John Fuhrman - Permission to reprint this post in its entirety, including contact information, is hereby granted.