#5 Ford store returns to Crossroads 24/7 Concierge


It doesn’t happen often but sometimes we lose a client; it happens to the best of us.  No matter how well you craft a product or solution there are certain uncontrollables that manage to throw a wrench into the works and sometimes that means a client becomes an Alumni.  Yes, that’s our fancy way of saying “cancels all services, post haste” :)

Cancellations you can control come in all shapes and sizes:

  • -Your product sucks

  • -Your product is too pricey

  • -Your people suck

  • -Your support people suck


The more frustrating sometimes are the ones you can’t control…like these:

  • -“We’re going in a different direction”.   (Pssst.  This is BS.  Youre sales person needs to dig deeper.)

  • -The account contact that hired you leaves and you go with them

  • -There’s a new boss and he has his own solution/idea…you’re not one of them

  • -Budget cuts….you’re cut.  (Pssst.  Do a better job communicating your value.)

  • -My favorite:  The “grass is greener” excuse.

There is one positive however that comes from a cancelled client…I mean Alumni.  The benefit comes when they leave and their performance numbers are never quite the same.  Whatever the case, there is no substitute for awesomeness.  If you’ve truly built a great product, be confident in yourself.  They’ll come back.  If they don’t, well, you’d best find out why.

Such was the case with a newly reactivated Crossroads Alumni.  Rusty Eck Ford is the #5 volume Ford dealership in the USA (out of 3,200+).  Here’s what they had to say about returning to the Crossroads Platform:

“After experiencing multiple ‘basic chat solutions’ we found that the Crossroads 24/7 Concierge platform was the quality solution. Their people, process, and passion for a great shopping experience is why we ended up choosing Crossroads at Rusty Eck Ford.  -Alex Tilma, Platform Director, Eck Automotive Group”

In this case Crossroads was able to win a customer for life by just doing what they do, Deliver WOW and hope that if clients become Alumni, they will end up finding out what Rusty Eck Ford did:  Crossroads IS the quality solution.

Do you have a company culture that promotes the WOW philosophy and drives Alumni back to you?  Chat with us today about how we can help your organization Deliver WOW to it’s customers 24/7/364 (closed on Christmas Day).

Posted on May 2, 2016 in Uncategorized

Share the Story

About the Author

Born in 1982 Raised by entrepreneurs to work hard, work smart, work with integrity... Started helping in the family marketing business at age 12... Started first business at age 16... Sold first business at age 19... Joined family marketing business full-time at 19... 2002 Signed Ryan Seacrest to exclusive personality endorsement contract that ran 10 years... Built Media/PR platform with personalities such as Ryan Seacrest, Hulk Hogan, Manny Pacquiao, Mario Lopez... Earned two Cisco Systems certifications at 21 along with Microsoft and Google certs... Built & began Google Search Engine Marketing programs for agency in 2005 w/ $5million under management... Built #1 Web Site for help-wanted in telecom industry in 2006... Youngest member of Vistage International CEO forum in 2007 at age 25... Joined Royal Family Kids BOD's in 2008 focused on confronting abuse and changing lives... Earned BA in Business concentrating on Information Systems & Decision Sciences in 2010... Climbed Mount Rainier in 2010... Moved to Dallas and started new branch and sister co (Crossroads) in 2011... Summited Mount Whitney (mountaineers route) in 2012... Built a 24/7 virtual company in 2013 that broke even in 6 months...still growing... Changing the world one chat at a time... Writing a book... Foodie & amateur cook Tennis player - USTA 4.0 Soccer player - goalkeeper & sweeper Father of four... Husband who married up! "Culture isn't the #1 thing...it's the ONLY thing"​ - James Sinegal, Founder of Costco The world is changing but the principles remain the same: Know your customer, deliver value above the cost, and a good name is more valuable than gold. Be relentless! That's it, I'm done (name the movie, get a prize).

Leave a reply

Your email address will not be published. Required fields are marked *

Back to Top