Five lessons on customer service from Billy Fuccillo.
The other day we took our car to the dealership to be serviced. That alone should make you cringe right?
From the moment we got there we were greeted by a nice young man who couldn’t be more helpful.
When we told him the issues with the car he wrote them all down so they could be addressed. He then apologized for the fact that we’d have to wait X amount of time.
We’ve bought our fair share of cars over the years so I knew the drill. The fact that he was so cordial and apologetic was very unexpected.
Most dealerships everyone has that look of “get me out of here” for not only the customers but the employees as well.
Not with this dealership. They welcome you to sit anywhere you’d like. You have your choice of sitting in their waiting area with a HUGE TV or at any number of tables within the dealership.
This dealership is all about making the customer experience as pleasant as can be expected.
I’m working on a micro e-course that’s an introduction to Pinterest. Those who sign up will receive this for free so I thought I’d bring the project with me to help pass time. I’m so glad I did because the I was able to spread out on one of the tables which I might add had fresh flowers! Gain Access to this micro e-course PINTEREST
I almost felt like I was at a coffee shop!
When we purchased our vehicle we traveled a little over an hour away almost passing another Kia dealership on the way. Why? We could tell from their commercials that this dealership was going to really work harder than all the others to take care of its customers.
If you live in Southwest Florida you have no doubt heard of this HUGE dealership. I’m talking about Fuccillo Kia of Cape Coral, FL
The dealership opened in December 2010 and since then its Owner Billy Fuccillo had everyone talking.
His LOUD commercials made him stand out from the rest in more ways than one. I remember reading how upset the other dealerships were. They felt his commercials were terrible blah, blah, blah.
In my opinion Billy is authentic. I think he is also a marketing genius. He’s totally selling himself and what he will do for his customers.
Some have said he’s obnoxious with his commercial but you know what he’s, the number 1 Kia dealership in the world! I might add this isn’t his only dealership. He owns others in New York.
He continues to break all kinds of records for sales and you know why? People know they will be taken care of.
Billy also advertises like crazy! You can rest assured that when you turn on your TV there will be a commercial of him telling us “it’s HUGE”. If I went a day without seeing a commercial I’d be stunned.
What does all this teach us about our business?
Lesson one. Treat people the right way and they will pay it forward.
Everyone asks us where we purchased our car and of course I tell them that Fuccillo Kia of Cape Coral is our dealership of choice.
It proves that if you treat people right they will refer you like crazy.
You can tell this dealership isn’t about just wanting to sell cars. They are selling the experience of buying a vehicle from them. Billy in particular.
Second lesson is hire the right people. We all know every job has its ups and downs. When you hire the right people and train them properly then you are going to have a well oiled machine that will work with you not against you.
Here’s the perfect example of hiring the right people and training them. While waiting, my husband heard one of the service staff talking to a customer on the phone. From what he could gather the customer never changed his oil and the engine seized. The customer was arguing that his car should be covered. The staff member kept his cool and kept kindly telling the man his car wasn’t under warranty since he never changed the oil. The man persisted that he wanted a rental car for free while his car was being fixed. Again the employee told him that wasn’t possible because this wasn’t a warranty issue. What impressed my husband was the calm, cool way the employee handled this customer. Can you imagine if that employee started getting nasty with the customer? What reproach would that bring on the company? Clearly this employee enjoys where he’s working and who he’s working for. This staff member was also obviously trained to deal with customers.
Third lesson: Call them after they purchase. Our salesman had been brought here from New York for the HUGE event they were having when we bought our car. What impressed me was that even though he went back to New York he still called to make sure we were happy! We also received a call from their customer service department to make sure we had a positive experience.
Lesson Four: Give them coffee. When you meet with clients offer them something to drink. There was plenty of coffee at the dealership and every single table had beautiful fresh flowers (I mentioned this earlier) on them. There had to be over 30 tables. Just imagine how much he spends on fresh flowers every week!
I did meet Billy when we purchased our car. I told him I loved his marketing strategy. He was just as friendly in person as he appeared to be on his commercials.
Fifth Lesson: Get involved in the community. Billy is always giving and promoting those in his community.
Billy’s latest promotion? Everyone who purchases a car in May will receive a cruise for two. This isn’t any ordinary cruise that you think is too good to be true. Billy has the WHOLE ship! It’s going to be HUGE! By the way this is a 7 day cruise!!
Makes you want to buy a car from him doesn’t it?
There are always lessons we can learn from others.
How do you feel your business measures up when it comes to customer service?
Leave your thoughts and comments below.
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Toni Nelson – Author of: Sexy, Savvy And Successful – A Woman’s Guide On How To Start A Business, Gain Financial Freedom And Buy More Shoes!
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