by BHPH United - Posted 1 month ago
National Sales Manager, Buckeye
Dealership Consulting
The holiday season brings opportunities to strengthen relationships, even
in business. In the buy here, pay here (BHPH) industry, where customers must
make regular payments to keep their vehicles, it’s essential to support them
during what can be a financially challenging time. For many, a vehicle isn’t
just a convenience—it’s a necessity for work, school, and family obligations.
But, with added holiday expenses, some customers may struggle to keep up with
payments, making it crucial for dealership staff to balance empathy and
accountability.
Understanding these challenges can strengthen long-term relationships.
Many BHPH customers face limited options, seasonal job fluctuations, or tight
budgets. The holidays can amplify these stresses, particularly for single
parents or those striving to give their families a memorable holiday. Building
a relationship based on empathy and support can make a real difference, as it
encourages open communication benefiting both the customer and dealership.
Building Strong Relationships
The success of a BHPH dealership goes beyond transactions. Trust and
understanding with the customer are key. When customers feel valued, they’re
more likely to communicate openly. Simple gestures like listening to concerns
or offering a warm greeting show customers they’re more than just account
numbers, making tough conversations easier. Here’s how you can show empathy:
Balancing Accountability
While empathy is key, accountability is essential, too. Timely payments
are crucial for managing vehicle accounts and avoiding repossession. Gently
reinforcing this responsibility is important. For example, saying, “I know
things may be tough, but staying on top of your payments will help avoid
further stress,” shows support while underscoring their obligations.
Tough Conversations with Care
Some conversations may be unavoidable, like reminding customers of due
dates or discussing missed payments. Here are strategies to handle these with
compassion:
Celebrating Wins Together
Acknowledging when customers manage their accounts well, especially
during the holidays, reinforces positive behavior. A simple “Thank you for
staying on top of things” can go a long way in building confidence and
commitment.
In Summary: Balance Empathy and Accountability
The holiday season tests financial resilience for many customers. By balancing empathy and accountability, you can help them navigate this time with confidence. This support not only aids customers during a challenging season but also builds a long-term, positive relationship that benefits your business and the lives of those you serve.