Powering Dealerships with Exceptional After-Sales Services
Purchasing a new car is one of life’s most exciting experiences, but it can be a complicated process, time-consuming and not an easy one to navigate.
While every potential customer’s journey begins differently, most consumers view the car buying experience as less than ideal, and as dealerships, it is important to find solutions that not only generate sales, but also builds a long-lasting customer base.
The type of service a customer receives becomes the foundation of every sale at a dealership and or future servicing from the dealer.
Need to balance the wheel
The popularity of online research means that buyers have become more knowledgeable about buying a car. As a result, consumers put more focus on their experiences at dealerships when looking at features of a car in person.
The biggest difference a dealership can make here is providing an interactive space where sales representatives pay attention to detail and give customers an opportunity to touch and drive a vehicle.
Customer priorities are changing and the core ingredients of excellent service – employee competence, attitudes and behaviour – have become more important in setting dealerships apart than they were before. Most car buyers are young people and being technology savvy, they have already done their groundwork. What is left, is for the dealership to transform the customer’s journey of buying a car into a simple and convenient experience.
Fuel better experiences
The strong correlation between customer delight and retainment comes as no surprise to auto dealers. The happier a customer leaves the dealership, the more likely they will return the next time a vehicle need arises.
Dealerships must work to understand their customers’ pain points and implement strategies to resolve gaps in the overall experience. However, cutting down on bad experiences is not enough to sustain a competitive advantage. Consumers expect to be wowed and they will choose the dealership that best caters to their expectations.
Customers do not want a mass-produced customer experience. They want a personalized experience that values them as individuals and if a dealership does not provide that type of connection, they will find a brand or business that will.
From simplifying the purchasing process to saving customers time, dealerships should aim to make each part of its ownership or servicing experience easier and worry-free, building customer ranks and revenues over time.
When it comes to winning the hearts of customers, a wholesome customer experience is the most important area a dealership can invest in to become the world’s most trusted company.
Driving forward
The late Abdulla Al Masaood, one of the founders of Al Masaood Group, said that people don’t come to us just to buy a Nissan, they come to enjoy the services of Al Masaood.
In a world focused on customer experiences, dealerships must offer above-and-beyond service that keeps customers coming back after sales.
At Al Masaood Automobiles we take time to develop a personalized after-sales customer experience that will pay off every time. We are dedicated to transparency, deliver on our promise of time and quality, offer accurate diagnosis, engage and maintain a relationship with the customers by reminding them when their car needs to be serviced, for example.
We have a clear understanding of our customer behavior and are always aware of what the trend is. We acknowledge that our consumer base grows younger by the year, and we plan innovative ways to cater to them in an efficient manner.
We take a dynamic approach to people-centric models and disruptions within the industry, which has placed us on top of the game when creating experiences for each phase of the buyer’s journey.
We keep up with the current times through convenient solutions such as virtual sales-offering video conferencing with customers, virtual tours and presentations. For online financing and insurance, we offer customized options to suit the customers’ requirements, while offering extended warranty and a quick turnaround on car servicing.
Al Masaood Automobiles recently won the Global After-sales Award from Nissan, which demonstrates the continued efforts of our services and parts team. We honor the hard work each and every one puts in to make us a success.
Dealerships investing in winning the hearts of their clients is important moving forward. At Al Masaood, the sale of cars may mark the beginning of a customer-dealer relationship, but the real journey lies in after-sales.
About the author
Irfan Tansel: Global Citizen and CEO of Al Masaood Automobiles
With over 40 years of experience spanning across three continents, Irfan Tansel is recognized as ‘100 inspiring leaders in the Middle East’ by Arabian Business magazine and ‘CEO of the Year’ by CEO Magazine, and he is driven to disrupt the automotive industry and to create a legacy.
Irfan’s passion for automobiles began at the age of 15 when he apprenticed as an auto mechanic. Now an entrepreneurial and visionary leader, Irfan is credited for his unique approach to innovation, employee engagement, and more recently, succeeding in a challenging market. In 2019 and 2020, Al Masaood Automobiles gained global recognition for re-strategizing; creating an omnichannel experience to prepare for Industry 4.0. Al Masaood Automobiles launched the region’s first e-commerce car buying website with Nissan, and a virtual, live & interactive sales platform. 2019 was a record-breaking year with Al Masaood Automobiles selling more cars than ever before.
Under Irfan’s leadership, Al Masaood Automobiles have been awarded numerous accolades. In both 2013 and 2019, Al Masaood Automobiles won the coveted Nissan Global Award, recognizing their outstanding performance and contribution to Nissan’s business.
Renault’s prestigious Global Partners Award (P.A.R.I.S. Challenge), received in 2020, is the highest accolade for car dealerships granted for exceptional performance in customer satisfaction, and in Sales and Aftersales – tapping into new market segments, strengthening the brand, and expanding their portfolio. They reported a staggering double digit sales growth, outperforming other Renault dealers around the globe.
With an unrelenting desire to best serve his customers, Irfan believes that “the road to recognition is built upon a commitment to leave behind the ordinary to achieve the extraordinary”. His competitive nature drives his vision to revolutionise the industry and lead the transition into a future where disruption capitalizes innovation. After achieving his goals and reaching the peak of his career, he is determined to motivate tomorrow’s leaders by sharing his extensive knowledge in leadership.
When Irfan isn’t preparing for a future of disruption, as electric cars, connectivity, autonomous vehicles and ride-sharing come into play, you can find him spending time with his family and playing golf.
For media and keynote inquiries, please email his brand manager Jen at Jen@prestidgegroup.com or call +971 55 719 3601. DOWNLOAD IRFAN’S MEDIA KIT.
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