The 10 ft ( 3 Metre ) Rule

An idea that I shared with some new salespeople today, was the 10 ft ( approx. 3 m ) rule. When you walk within 10 ft of any client in your dealership, no matter whose client they are, smile and say 'hello' to them. You might also offer them a cup of coffee.

Some of the benefits of this include:

1. It further develops your good habits of being courteous and friendly to all clients in your dealership.

2. It helps your dealership clients to feel important, welcome and comfortable in your dealership.

3. It enhances the friendly yet professional feeling in your business.

4. It reduces the customer's fear of being in an unfamiliar environment.

5. It increases the likelihood of the clients dealing with and returning to your dealership.

6. It improves the chances of word-of-mouth business if your clients tell others about the pleasant experience of visiting your business.

I've personally read thousands of automotive customer satisfaction surveys, and one of the most frequent complaints I've seen is: 'I didn't feel welcome or important as a customer' or 'I wasn't acknowledged.' I have never yet seen one complaint that 'I was over-acknowledged' or 'the dealership staff were a bit too friendly and helpful.'