Creating a Culture of Customer RelationsChris Walsh

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Chris Walsh, Founder and Managing PartnerThe Vets-Cars Group

NO PUNCHLINE?IS THIS GUY

NUTS?!?

“How YOU

Doin’?”

We say…”OK!”

What Do Car Buyers REALLY Want?

PRICE

PAYMENT

ADVERTISINGSELECTION

REPUTATION

PREVIOUS CUSTOMER

LOCATION

TRUST/COMFORT LEVEL

RECOMMENDED

COMMUNICATION

SITE VISITS

HITS

SOONER OR LATER…

EYE CONTACT

…AND A HANDSHAKE

WILL BE REQUIRED TO TURN THEM INTO CUSTOMERS

Mike,Thx 4 ur svc. We are proud to be part of vetcars.My uncle was a colonial too. In the navy I think.I’m looking forward 2 serving U on Sat.Pls call if anything changes. Dont forget to bring the mrs. Or anyone else you needTo buy the car.

Yours truly,XXX XXXXXX

“Hell of a way to blow up a sale,

son”

“Reinventing yourself [professionally] is long and hard, and it sucks.” - Gunny Tom Highway

“Customers are doing research. Customers have options.They’re visiting 5-8 dealer websites, engaging 5-8 BDCs,speaking with 5-8 salespeople.Every day you have to ask yourself; ‘What’s different aboutme and my dealership? What’s BETTER about me and my dealership?’”

Everyone you meet,Every day,is fighting a battleyou know nothing about.

…Be Kind. Always.

Staff Sergeant Travis MillsUnited States Army

THANKYOU!