GM vs. Lexus

"You could start a fire on Lexus dealership lot and not get any help." This was a quote from our keynote speaker yesterday, in reference to the products you sell.

Think about for a second.

When you walk on a GM lot, how long does it take to get help? A minute, maybe two?

What about a Lexus lot? Does anyone help you?

This argument isn't indicative of just GM or Lexus, it has to do with public perception and desirability. Lexus knows that its products are desired, GM tries to make up in its desirability by approaching you immediately. By no means do you sacrifice customer service, but what would happen if you didn't call a customer back right away? Would you lose the sale? Depends on your product right? And I also think it has to do with your level of service. A customer will wait if they know when you call them back they will get 100% of your attention.

Here's and Idea for you...
In order to create desirability in your product it has to start with your service. Multi-tasking is a term that doesn't exist in customer service. Period. You do need to do many things at once, just not with a customer's time. When you talk to to them or interact with them it's 100% all the time, every time.