Transcription
America's most successful car salesman was asked what his secret was. And he said, "It's very, very simple. When I'm selling a family a car, my principal intention is not to sell them a car. It's to make sure they come back to me in 3 years time to buy their next car from me."
For the first 3 years of his working life, that car salesman was probably underperforming the other car salesmen on the lot, 'cause he would downsell people. He'd advise them not to spend too much on something.
In all those behaviors which are establishing long-term trust and a sense of reciprocation, in the short term, they look like a cost. And so this is the problem which I think arises, which is everybody, every business. The Financial Times has written that piece which said, "How did customer service get that get so bad?" You might remember that. But the FT is kind of guilty of, yes, causing the problem with their obsession short-term results rather than long-term brand and relationship him.