Responding to a customer’s needs in a timely manner is vital to any parts or service operation. Customer service is the differentiator that turns a one-time sale into a long-term business relationship.
But how do you provide excellent customer service when a customer requests something you don’t have? How do you react quickly, intelligently and correctly to turn a challenging request into a great sale and a showcase of your customer service excellence?
It starts with listening.
“It’s about knowing your customer and being able to have a true conversation with them,” says Jeremy Oistad, TEPS manager at Butler Machinery Company.
When customers are looking for a part or repair you haven’t seen, it’s natural to want to spring into action immediately. Being in the parts business is “built on getting the end user what they need” promptly, says another distributor.
[RELATED: KEA offers three steps to right-size your parts inventory]
