Benefits of Repeat Customers

I have been in the car business now for 7 years (I still have lots to learn) and most of my business is comprised of repeat owners and referrals from those repeat owners. I have become good friends with most of my clients and this has more benefits than just monetary. One such example is flexibility or lieniencey in the event of an error-on my part.

A previous customer (bougth 2X vehicles from me) phoned me up expaining that they had written off their 2005 Honda Civic that I sold them and that they were in need of another vehicle. He mentioned that they were interested in a Hybrid, more specifically the 2010 Honda Insight partly b/c Honda has some great incentives and they are looking for great gas mileage. We set up a time to meet and go over their options.

Now, I got to say, these people are a true pleasure to deal with, and when they came in for the meeting it was like we picked up right from the last time we saw eachother. Needless to say I showed them the car, went over the options, had some laughs and genuinely enjoyed ourselves. Now came the time to work numbers and when I did that I combined promotions that should not have been combined! $4,000 off of the car OR lease at 3.9%, but I gave both. My mistake entirely. I was very embarrassed, I pride myself on accuracy. This took them from looking at a lease to a finance where the payment went up. I was up at the managers desk when he pointed out my mistake. I felt terrible and was dreading going back to tell them of my mishap.

They understood my mistake, in fact they didn't make as big of a deal about it as I did, and went forward with things (still got a great deal).

Had we not had a previous (positive) relationship, they may have not been so forgiving.

So here's to another benefit to dealing with people that you've already developed a relationship with.