Kenny Chapman talks with Sal, a tour guide in Playa del Carmen, about how asking the right questions builds customer trust. Sal matches guests to activities based on what they actually want. Service technicians do the same thing with discovery questions before fixing anything.
Hey everybody, Kenny Chapman here, the blue collar coach coming to you live from Playa del Carmen, Mexico with my buddy Sal, my pal, that's me, our amazing tour guide from today and one of the things that I just wanted to touch base with. We had an amazing time today and we want to make sure that when you come to this part of the country, Cancun, Playa, anywhere down here in this Mexico region, that you reach out to USA Transfers. And Sal, my pal, because we've had an amazing day today, we've talked about the importance of customer service. Sales trust came up today. My friend took us to an amazing experience. We told him what we wanted. He told us early on it was important for him to understand the customer profile, therefore he could match an experience. He knows we've got everything from 18 year old college kids that can't drink in the States, all the way to people like us that are getting up there and we just want to have a nice relaxing day. He needs to know which one of those we're looking to experience so he can make recommendations no different than us with our clients. When we go in into a home. As we're going through that discovery process, we need to know what it is. That's why I'm begging your technicians to open up. So Sal, today you said that it's important for you to know a little bit about your customer and even where they're from because if they trust you, then they might believe in some of the recommendations that you're making. Why do you feel that trust is important, my friend?
Well, Kenny, first of all, we want to be the best destination in all the and we have worked for that by letting our people feel great in a fantastic environment of Mayan Rivera. We definitely have prepared for you in cultural experiences, in atmosphere, in gastronomy, in all the environments. As Kenny just mentioned, we definitely recommend the opportunity that you can give us by coming to this destination and that is USA Transfer. And of course Mayan Riviera and Cancun spoil you as you definitely deserve.
You're very much right. It's about spoiling. We're trying to kick it up a notch for our customers just like Sal and USA Transfers is. So it's regardless of product, I don't care. Plumbing, heating, air conditioning, electrical, regardless of service. That's why I get your technicians asking more questions. When we're teaching our three day service sales successful, it's about opening up. As soon as Christy and I got in this van this morning and long time ago now, Sal began to ask us a little bit about us and our lifestyle and what we like and what's important to us. Therefore, he can match an experience. He knows he has the product for us, but he needs to know about us in order to match it to us. Just like us, with our product. I'm Kenny Chapman, the blue collar coach on behalf of USA transfers and Sal, my pal, look him up when you come down here. Give these people an opportunity to earn your business. Till we talk again. Have a better than fantastic week.
Won't let you down.
See you next time. Bye bye.
