FLADCO News

Killing Your Customer Satisfaction Level Along with Your Customer's Batteries?

Posted by Mark Mackson on Jun 7, 2017 6:00:00 AM

We’ve all been there. You’re at the doctor’s office and you pull out your phone to pass the time in the waiting room. Maybe you’re scrolling through social media, checking up on the latest news, or just about to beat the next level in that new game you’re addicted to when the dreaded low-battery warning pops up on your screen.  What are you going to do for the next half hour?  

There’s nothing more frustrating than wasting time with nothing to do. Many dealerships are beginning to recognize this, and in fact many OEMs are now requiring dealerships provide their customers with mobile device charging stations in order to remain compliant with brand standards.  Here are three reasons why a mobile charging station is important to help increase your customer satisfaction level:

  1. The average cell phone user spends almost 5 hours a day on their cell phone according to Digital Trends.  Gone are the days when cell phones were simply used to make a call or send a text.  Now users manage nearly every aspect of their lives, from finances to social networking, straight from their phones.  Because of this, it’s increasingly important to users that they remain plugged in at all times.  
     
  2. A long unpleasant wait can leave customers with a negative view of a brand, according to the Washington Post.  Interestingly enough however, research has found that it’s not the wait that matters, it’s that buyers get bored while they wait. When people have nothing to do they perceive wait times to be longer than they are which negatively affects your brand. 

  3. According to JD POWER, the average car buying experience takes nearly four hours.  Broken down that’s 60 minutes selecting the vehicle, 60 minutes negotiating, 30 minutes filling out paperwork  and an additional 30 minutes for preparing and delivering the vehicle (for a total of 3 hours).  The remaining hour is time the customer spends waiting (generally before and after the paperwork process).  Part of maintaining customer satisfaction is making sure that your buyer has certain amenities while they wait to ensure the time spent in your waiting room doesn’t reflect negatively on your dealership.  

One way to increase customer satisfaction during your buyer’s wait time is to provide them with complimentary mobile charging stations to ensure they can stay plugged in while they’re sitting in your waiting room. Customers are less likely to be frustrated with their wait if they’re able to spend that hour sitting in your waiting room checking emails, relaxing with a game or connecting with friends on social media.

Reynolds Document Services offers customizable Portable Charging Stations in a variety of sizes to help ensure your customers’ stay charged and connected while in your dealership.  For more information about Portable Charging Stations, contact your Reynolds Document Services Consultant at 800.344.0996 or email RDS@reyrey.com.

 

 

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Topics: brand standards, battery charging stations, customer satisfaction


Mark Mackson


Mark is the Founder and CEO of Fladco.
He has over 30 years of Financial and
Group Purchasing experience.

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