Weekend Reading – April 28th

Jack Hightower of CarMax —
Service Untitled has a great two part interview with CarMax’s VP of Sales. I’ve had two wonderful experiences in buying cars at CarMax and will probably buy my future vehicles from them as well. This interview gives some great insights into CarMax’s secrets to success.
On Service: The Power of Empathy —
When you really understand a customer’s complaint you can more easily diffuse difficult situations. Seek first to understand, and then take the complaint or suggestion without an immediate rejection. Your empathetic ear will communicate your sincere desire to help the customer.

Filed under Weekend Reading and written by Joe Rawlinson

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