How One American Car Company Lost a Sale, And Why It Matters
I was reminded about my last car buying experience this morning when I saw a post for a Cadillac appear in my newsfeed on Facebook. I thought to myself, "I almost bought a caddy." Why I didn't has less to do with the car than my customer service experience and the unfortunate nature of humans to judge. At the time I looked at a Cadillac I was also making a delivery for the restaurant I work at. Deliveries are not typically my job, but we don't typically deliver and I am not on the line or the front counter, so it makes sense for me to make the deliveries as needed. My job is in marketing, which has everything to do with relationship building and engagement. The decline in the quality of customer service is particularly disappointing to me, but at the same time, I know it only benefits the small businesses excelling in customer service because they will appreciate the potential customers others don't. I dropped off the order inside at the car deal...