A social rule
Reciprocity is a social rule
If you give, your customer will give. In social psychology, reciprocity is a social rule that says we should repay, in kind, what another person has provided us. That is, people give back the kind of treatment they have received from you, great customer experience will increase your referrals. By virtue of the rule of reciprocity, we are obligated to repay favours and gifts.
Some dealerships out there believe they are doing a great ‘deal’ for the client and that this really is ‘surely enough’ whereas in reality the client feels they have finished up paying a fair price for the vehicle and a price they were prepared to pay; they still expect extras. There’s no such thought that they’ve received a gift (No “wow”, No awesome bit) just because they haven’t had to pay so much for the new vehicle.
We believe that giving is an essential part of any sales process, and should play a part in any good customer service experience.