By Alex Perdikis

If you have an aging parent who seems to be losing the skills required to drive safely, you have to step in before a tragedy occurs. It won’t necessarily be easy: After decades of driving, not driving can be a hugely emotional and often traumatic experience.

Follow these tips to make the transition easier on both you and your parent.

1. Come Up with a Plan

Before broaching the subject, think about ways to fill the transportation void. Is public transportation available? How about Lyft and Uber services? Could you hire a driver when your parent needs to go to the doctor or grocery store? Prepare for the conversation with feasible solutions.

2. Broach the Subject Before It’s a Problem

Don’t wait until there’s no option other than taking the keys away.

“Talk about it with your parent before it becomes an issue. Discuss ways to handle the situation. Don’t go in with the attitude that you’re in charge. Make a plan as a family.” — Alex Perdikis

Your parent may have already thought about the future and have some ideas in mind.

3. Talk to the Doctor

Your parent’s doctor cannot share medical information with you unless authorized. However, letting the doctor know about your concerns is perfectly reasonable. Doctors often have sway over what their patients do and can be a powerful ally when the time comes.

Also, look into enlisting the aid of your loved one’s optometrist or ophthalmologist.

4. How to Handle the “Big Talk”

If you’ve discussed the issue before, having the “big talk” with your parent shouldn’t be difficult to bring up. But, the way you talk about it will have a lot to do with how your loved one reacts. The best scenario is that the two of you discuss the issue, and the parent decides on his or her own when it’s the right time to stop driving.

Your parent is an adult and will not appreciate you talking down or acting as an authority over them. Frame your words in such a way that shows you’re in this together.

Follow these tips for a positive discussion:

• Avoid using phrases like “We think you should…” You don’t want to sound like you are making the decision for them.
• Let them know you understand their predicament. Explain that you realize what the loss of license means for them. Outline practical transportation suggestions you researched before.
• Ask about their feelings. Try open questions such as, “When do you think you should stop driving?”

5. If All Else Fails

If it’s time for your parent to stop driving but he or she refuses to hand over the keys, take charge. Check with your state DMV to report your parent as an unsafe driver. Each state is different, but most DMVs run an investigation that may include a road and/or written test and a vision exam.

The good thing about this route is that you aren’t the person taking the keys. However, it happens, try to make the transition as easy as possible and maintain a loving relationship at the same time.

Alex Perdikis, Koons of Silver Spring general manager and owner, lives in Chevy Chase with his wife and daughters.

By Alex Perdikis

It doesn’t matter if you’re a new driver or have been behind the wheel for decades, refreshing your best driving practices memory is never a bad idea. Read on to learn about ways to keep you, your family, and others safe when you drive.

Avoid Distractions

Yes, cell phones are great. Not only do they provide a way to stay connected wherever you are, but they give you a way to call for help when you need it. But unfortunately, cell phone use is a major cause of accidents.

Texting and talking on the phone, even a hands-free phone, distracts you from keeping your attention on the road and conditions around you.

“Put the phone away, don’t answer if someone calls and don’t read text messages or send a text yourself. If you simply cannot wait to read a text or see who called, pull over in a safe place and stop before reaching for the phone.” — Alex Perdikis

Distracted driving didn’t just appear when cell phones came into use. Changing the tunes and eating in your car are just a couple of the ways your attention diverts from your driving.

Add pets and children to your ride, and you have an even greater chance of taking your eyes and thoughts off the road. Of course, you can’t ignore the children, but they need to learn that you have to focus on your driving when you’re in the car.

Look Out the Window Before You Leave

Failing to accommodate for weather conditions means you’ll probably be late for work on a snowy day. Running late and feeling anxious may give the urge to speed get to work on time. Instead, compensate for the weather conditions before. Leave earlier if the weather’s bad.

And, if you find yourself late, don’t take risks to get to work on time. It’s better to be a few minutes late than never make it at all.

Clean It Up

If you have years of driving experience behind you, you’ve probably become complacent about following the rules. Perhaps you don’t come to a complete stop anymore when you come to the neighborhood intersection. “There’s never any traffic there, so why bother?” is a dangerous reason.

Force yourself back into following the rules. Come to a complete stop. Signal when turning. Enter the left lane of the street you’re turning onto in a left turn. Those rules are there for a reason. In fact, they’re not just rules of the road, but laws.

Drive a Well-Maintained Car

Replace tires and brakes, windshield wiper blades and lights as soon as they become less efficient. Make sure your car is in good shape and in prime running condition. You have to be able to see when it rains and brake when you have to. Safe driving is not only about your skills, but the reliability of your vehicle.

Long Drive Ahead?

If you have a long drive ahead, get plenty of rest the night before. Leave early enough to get wherever you’re going and take breaks throughout the day. Get out of the car, walk around and eat a little something. Avoid driving while fatigued.

Remember your basics and drive safely. Lives depend on it.

Alex Perdikis, Koons of Silver Spring general manager and owner, lives in Chevy Chase with his wife and daughters.

By Alex Perdikis

If you’re like most people, you’re on a budget. And if you need a new car, you might feel overwhelmed. You worry about how to stay within your budget but still find the right car for your needs. You’re probably asking yourself, “Is it possible?” It is possible to find the right car and stay in your budget if you follow these tips.

1. How Much Can You Afford?

You may be on a tight budget but you need to know how much your car-buying budget should be before you start looking at cars.

“Some financial experts recommend your monthly automotive expenses —including car payment, insurance and gas— be no more than 20 percent of your take-home pay.” — Alex Perdikis

That formula doesn’t tell the whole story, however. If you take into account your other expenses, such as utilities, rent or mortgage, loan and credit card payments and other monthly expenditures, 20 percent of your take-home pay may, in fact, be a larger payment than you can comfortably afford.

Unless your other monthly bills are low, use the 15 percent of take-home pay figure as your budgetary limit.

2. A Second Car or a Replacement Car?

If the new car replaces a current vehicle, fine. You’ll probably have to pay a bit more for insurance, which you should of course add in, but gas costs should stay relatively the same or maybe even go down. If the new car is going to be an additional vehicle, you’ll have to add gas, maintenance and insurance costs to your monthly expenses as well.

Add the costs to the 15 percent total you came up with earlier.

3. New, Used or Leased?

The choice of new, used or leased depends on your budget and preferences. Here’s the breakdown:

New car: The highest priced option is new and may seem out of your reach. That may not be the case, however. Buying a new car offers a host of advantages including dependability, the latest safety features and the fact that the car will still be relatively new when your loan is paid off.

Used car: The sticker price and monthly payments for a preowned car will be a lot less than for a new car. You can purchase used cars through private parties, usually for cash in hand without finance options, or your local dealership.

Dealerships may offer certified preowned vehicles that can be a bargain. Certified means the manufacturer warranties the car for a period of time. That means you won’t be out-of-pocket for a big repair right off the bat. Dealerships also offer other used cars as well perhaps with a warranty option or as is.

Sounds great, right? A used car might very well be the right choice for you. But, remember, if you finance your purchase with the typical six-year loan that used car is going to be ancient when you finally pay it off.

Leased car: If you want a new car and can’t quite justify a new car payment, consider leasing. With a lease option, you’ll most likely pay less on monthly payments and you’ll be able to drive a new car after three years. You’ll have to start the lease all over again but if a new car is your dream, that’s not such a big deal.

What to Do?

Which is right for you? If you want to buy a car and keep it for a long time, buy new. If you want to drive a new car every few years, lease. If you can’t make the new car payments, look at used. Above all, stay within the budget you worked out before you started looking for a new car.

Alex Perdikis, Koons of Silver Spring general manager and owner, lives in Chevy Chase with his wife and daughters.

By Alex Perdikis

No one wants to spend more on gas for their car than they have to. But you may be doing things, or not doing things that lower your car’s fuel efficiency without realizing it. Not only does it cost more if you don’t take measures to improve fuel efficiency, it also increases greenhouse gas emissions and pollutants.

The good news is you can increase the fuel-efficiency of your car by as much as 30 percent with these simple tips.

It Starts With Maintenance

Your car runs most efficiently when it’s well-maintained. Look at your owner’s manual and follow the recommended maintenance schedule. Get the oil changed, change air filters and replace spark plugs as suggested.

Make sure your tires are properly inflated and aligned. Underinflated tires increase fuel consumption by as much as 6 percent.

If you don’t have them and are looking at purchasing new tires, consider low rolling resistance (LRR) tires. LRR tires improve mileage as much as 1 to 2 percent because they reduce rolling resistance.

“Keep track of your gas mileage. A sudden drop indicates trouble, possibly in the engine. Have it checked.” — Alex Perdikis

How Do You Drive?

How you drive significantly impacts your gas mileage as well as your pocket book. Follow these tips when you’re behind the wheel:

• Drive steady and lawfully: Follow posted speed limits on highways. Many states are increasing speed limits up from 55 mph, but if it’s lawful, driving at 55 is much more fuel efficient than faster speeds. The faster you go, the less effective your fuel becomes.
• Leave aggression behind: Hard braking and Jack-rabbit starts consume fuel like there’s no tomorrow. Aggressive starts and braking increase fuel consumption by up to 40  percent. Instead, accelerate slowly and move into high gear as soon as possible.
• Avoid idling your vehicle for more than a minute: Unless you have an older vehicle, most cars don’t need to idle or “warm up.” Idling wastes fuel and produces large amounts of greenhouse gases. If you’re not in traffic, turn your car off if your stop will last longer than 30 seconds.
• Older car? Forgo the air conditioner if you can: Older vehicle’s air conditioners don’t run efficiently and using one increases fuel consumption up to 10 percent in city driving. Opening vents and windows may provide enough cool air to get you by if you’re moving at low speeds. Higher speeds are a different story, however. Open windows on the highway means lost fuel due to wind resistance. Use the air conditioner instead. If you have a newer model, no worries. Your A/C is already energy efficient.
• Use the right gear: Driving in a lower than necessary gear wastes fuel. Work through the gears to reach the optimum gear as soon as possible.
• Use cruise control: Save gas by maintaining the same speed with cruise control when driving on the highway.
• Choose parking spots wisely: If it’s a hot summer day, try to park in a shady area. Not only will your car remain cooler, the shade acts as a shield against gas evaporation.

A More Energy Efficient Life

You can also make lifestyle changes that improve fuel efficiency. For example, instead of running a lot of errands on different days, pack them into one trip.

Join a carpool to get to work and back. Plan your route if you’re going to an unfamiliar area. You’ll see the difference in your wallet and enjoy the satisfaction of knowing you’re living a more energy efficient life.

 Alex Perdikis, Koons of Silver Spring general manager and owner, lives in Chevy Chase with his wife and daughters.

By Alex Perdikis

Gadgets for your car run the spectrum from silly to amazing and back again. Some are fun and others provide a range of functions that enhance the driving experience and make it safer as well. Which devices are worth spending your hard-earned cash on? Here’s the latest in car gadgets and what you need to know about them.

The Smart Wheel Cover

Parents of teenage drivers — this one’s for you. Distracted driving causes millions of accidents in the U.S. Teens are particularly susceptible to distracted driving due to texting. The Smart Wheel Cover tackles the problem of keeping your young driver’s hands on the wheel and off their phone.

The Smart Wheel Cover uses smart technology to determine if a driver’s hands are both on the wheel and at the “10 and 2” position. If the driver’s hand is improperly placed or the driver removes a hand from the wheel, a red warning light flashes and an audible alarm is triggered.

The wheel cover connects to a mobile application for parents that keeps track of their teen driver’s performance. The young driver is given an overall safety grade, from A on down, and includes charts to breakdown activities.

If you have teenager drivers in the house, this gadget could be a lifesaver.

Heads-Up Display

Your phone has navigation but to safely use it, you need to be able to see it without taking your eyes off the road for more than a second. Smart heads-up displays give you a way to use your phone’s apps safely. The display mounts on the dash and syncs with the apps on your phone. When mounted correctly, the large screen gives you an easy and safer way to see at a glance.

“Higher end heads up displays allow you to use most of the apps on your phone, such as Pandora and Spotify, come equipped with touch screens, read your messages aloud and include hands-free phone calling.” — Alex Perdikis

A smart heads-up display is better than a simple phone mount. The larger display alone makes it a worthwhile purchase.

Dash Cameras

Dash cameras finally get their due this year. Although not a safety gadget per se, the footage from a dashcam becomes invaluable when you’re in an accident or if you become a victim of road rage. Dashcam footage can be used by your insurance company and your lawyer to prove what actually happened.

You might also capture surprising moments with your dash camera. Drivers from the middle of America to Russia have caught spectacular video of meteors flying into earth’s orbit. Others have recorded trees falling during storms and accidents involving other drivers. You never know what you’ll capture with a dashcam.

Car Safety Hammer

This is one of those gadgets you’ll probably never need, could save your life if you do. If you find yourself trapped in your car after an accident, you can used the hammer’s steel points to smash through safety glass.

The hammer also includes a recessed blade designed to help cut your way out of a stuck seat belt.

Exhaust Jack

If you go off-road a lot you know the lighter your load the better. Exhaust jacks are light but if you need to change a tire on the trail, they become powerhouses. Simply inflate the jack through a hose you connect to your vehicle’s exhaust and you have a jack strong enough to lift the vehicle and change the tire. You’ll be back on the trail in no time.

Alex Perdikis, Koons of Silver Spring general manager and owner, lives in Chevy Chase with his wife and daughters.

By Alex Perdikis

New car sales declined in 2017 for the first time in seven years. Dave Sargent, J. D. Power’s vice president of global automotive, predicts sales this year will be “OK, but not great.” Will new car sales rebound in 2018? Will SUVs and CUVs continue to dominate? What does it all mean for you if you’re thinking of buying a new car this year? Here’s what you need to know.

What Happened?

Why did new car sales slow so drastically in 2017? Several factors came into play. One reason is that new cars coming out now are super reliable and consumers don’t feel the need to purchase new as often.

Another factor is the popularity of vehicle leasing. Approximately 3 million leased vehicles moved into the used car market, adding to the already hefty supply of high-quality used cars available for purchase. Last year, consumers discovered they could get a lot more for their money by buying used instead of new.

What does it mean for you if you want to buy a new car? With inventory stacked up, you just might find great deal at your neighborhood auto sales dealer.

Looking Ahead

Automakers have one ace in the hole — the SUV. The SUV, along with the crossover utility vehicle (CUV), is expected to make up the bulk of sales this year as it did last. Sedans, even with lower price tags, are simply not as appealing. J. D. Power’s Sargent predicts U.S. SUV/CUV sales of 16.7 million to 16.8 million units this year which is a healthy, if not super, number.

Safety is Tops

A trend that continues in 2018 is advanced safety features. An Autotrader Car Technology Impact Study published in 2017 found that 70 percent of respondents preferred advanced safety features than entertainment or information options.

“Many premium choices of a few years ago will become standard in new car rollouts. Rear-facing cameras became mandatory in new vehicles this year.”
— Alex Perdikis

Many automakers currently include safety features on various models.

Manufacturers have also begun adding advanced safety features for specifically for teenage drivers. Audible alerts when the driver exceeds preset speed limits and parental notification warnings are two of the most popular features.

Connectivity & Telematics

The Autotrader study also found that telematics, the seamless connection between multiple devices, is attractive to car buyers.

For drivers, telematics means they can step into their car and have a Wi-Fi connection through the use of their phone’s 4G LTE connection. Once the province of luxury brands, Wi-Fi is now showing up in more popular, less pricey vehicles.

Infotainment is another former luxury feature that’s showing up in less expensive models. Touch screens and device syncing provide a host of functionality and play, including music, navigation, games and video.

Electric Cars are Still a Question Mark

Carmakers and consumers agree — the electric car is an intriguing prospect. The thought of driving a zero-emission green car is certainly compelling. But, electric car sales are still painfully slow and with good reason. Electric cars aren’t ready for prime time yet.

The difficulties of driving electric put them out of the running for most car buyers even if they like the idea. No long road trips, few public charging stations and higher prices — electric cars work well only for drivers in specific areas with precise requirements.

The electric car made up only 0.4 percent of vehicle sales in November 2017. However, that small number is a 17 percent increase. There’s certainly an interest in electric vehicles, but the currently available models and lack of resources to run them don’t yet meet the needs of buyers.

Alex Perdikis, Koons of Silver Spring general manager and owner, lives in Chevy Chase with his wife and daughters.

According to Motor Trend, the 2015 Los Angeles Auto Show was pretty low-key. That’s not to say it was boring. Cars like the 2016 Mazda CX-9 and 2017 Lincoln MKZ impressed automotive experts like Alex Perdikis and show visitors alike. Concept cars were, if not entirely missing, rare. Concept cars showcase the future with advanced technologies, new styling and the future of vehicle engineering. They create a buzz of excitement. Concept cars may have been in short supply at the 2015 Los Angeles Auto Show, but there are plenty of exciting new concept cars that point to a future of energy efficiency, comfort and unparalleled style. Here are five of the best.

Lincoln Continental 2025 Concept Car

The Lincoln Continental 2025 Car Concept stunned everyone at the 2012 Detroit Auto Show. The quarter-scale model was designed by Lawrence Technology University students Colin Bonathan and Jeeho Cha and constructed in Ford Motor Company’s product development center.

Bonathan styled the exterior with aerodynamic streamlining in mind. Cha equipped the interior with fully reclining seats and a mahogany  floor and console. He added a personal touch with a bonsai tree air freshener placed in a retractable console.

Luxury features in the electric Lincoln Continental Concept Car include a slipping trunk bed, center-opening doors, beverage dispenser and retractable food cooler. Not bad for a student summer project.

Aston Martin DBX

In a decidedly shocking concept, the Aston Martin DBX made its debut at the 2015 Geneva Motor Show. Why shocking? The DBX is an electric SUV and, even more surprising, the idea came from luxury car designer Aston Martin. An electric motor powers each wheel  and a tall profile combine to make for a powerful response. Aston Martin expects to have a production SUV out in the next few years. It will be interesting to see if the one motor for each wheel concept makes it into production.

2017 Buick LaCrosse

The people of China love the LaCrosse. Americans, in fact, might be shocked to learn that over 900,000 have been sold since current model production began in 2009. When it came time for a redesign, General Motors decided to keep it in Michigan in an attempt to develop a LaCrosse that appeals to Americans. The 2017 Buick LaCrosse is on the right track.

Chevrolet Bolt EV

An all-electric production car, the Chevy Bolt EV could mean a new direction for the electric automotive industry. The Bolt is entirely battery operated without a backup gasoline engine. The concept Bolt EV boasts a 200-mile range and production vehicles are expected to have a price tag of around $37,500.

Mercedes-Benz F 015 Luxury in Motion

We know they’re coming. Self-driving cars will, for good or bad, be available to the public in the not-too-distant future. In a nod to that future, the Mercedes-Benz unveiled its F 015 in early 2015. Featuring maximized interior space, retractable steering wheel and 180 degree rotating front seats, it remains to be seen if the odd-looking F 015 makes it to production.

The game of soccer, always enormously popular outside the United States, is finally taking the U.S. by storm. The U.S. Youth Soccer organization, the largest sports group in the country, reported a 9 percent membership increase in  2014. Annual registration soared to over 3 million players 18 years old and younger age group.

The excitement about the play of the U.S. Men’s National Team at the 2014 FIFA World Cup is partly responsible for the sudden uptick in soccer’s popularity. Parents have also discovered that soccer is a great student athletic activity that promotes teamwork and encourages fitness. Children see it as just plain fun.

Players Who Shine

Soccer teaches a variety of skills, including sportsmanship, leadership, teamwork and overcoming obstacles which transfer well into everyday life. The best youth soccer players are also the most well-rounded individuals. Here are just a few examples of youth soccer players around the country who are exemplary both on and off the field.

Claire lives in St. Augustine, Florida, and is captain of her middle school varsity soccer team. A member of the National Junior Honor Society, she maintains a 3.91 GPA. Claire mentors elementary school children, has to date over 650 volunteer service hours and raised over $3,000 in charitable donations.

Anthony is from Akron, Ohio, and is center back for the Internationals SC. He also plays hockey, competes in track and field events and is a competitive swimmer. He enjoys sports, but is also a straight A student. He volunteers for the Cancer Foundation and participates in fundraising events.

Makena lives in Meridian, Idaho. She plays competitive soccer year-round and was recently selected for the U.S. Youth Soccer Olympic Development Program state pool. Makena plays the violin with her school orchestra and maintains a 4.0 GPA.

Charlie lives in Park City, Utah, near Salt Lake. Recently inducted into the National Junior Honor Society, Charlie is not only a great soccer player, he also coached a free soccer clinic for young children in his community.

Erica is a gifted soccer player who never gives up. She is also a below-the-knee left leg amputee. She doesn’t let her disability stop her. She’s the starting center forward on her club team and last winter scored 22 goals for her recreational team. Erica also volunteers at summer horse camp for children with disabilities and helps the homeless through school programs.

Liam lives in Sugar Land, Texas. He has played soccer since he was 10. Liam’s family has moved a lot and Liam has learned how to quickly adjust to new people, places and cultures. His excellence on the soccer field is equaled by his academic success. He is an A student and active Junior Honor Society member.

Kyle from Fayetteville, Georgia, led his high school soccer team in scoring as a freshman despite having Celiac Disease. Kyle is a straight A student and made the high honor roll his freshman year.

Alex Perdikis, general manager at Koons of Silver Spring, feels a sense of pride when he thinks about the Ford Motor Company. Since 1903, when the company sold its first Model  A, down to the newest GT, Ford has been an innovation leader in the automotive field. It’s founder, Henry Ford, is an American icon. It’s a fascinating story.

From the Quadricycle to the Model A

Henry Ford’s first vehicle was called a quadricycle. It was powered by a four horsepower engine and propelled itself on four bicycle wheels. There was no reverse and the gearbox had only two gears. It used a tiller for steering instead of a wheel. It was a new, if humble beginning.

Ford joined a group that founded the Detroit Automobile Company but left after a year to start his own auto manufacture business, the Henry Ford Company. Although not successful, Ford tried again, gathering investors, incorporating the Ford Motor Company and manufacturing the first Model A. Cash investments were almost depleted when the first Model A sold in July 1903. By October  1 of the same year, however, the company had turned a profit.

Wheels for the Masses

Most vehicles in the early 1900s were high-priced luxuries. The Model T was introduced in 1908 at a time when there were only 18,000 miles of paved road in the United States. Ford realized the potential of appealing to a mass-market and designed the Model T for the millions of new drivers to come. Over 15 million Model Ts were sold before production ceased in 1927.

Changing the Way Employees Work

Ford’s innovations didn’t stop with automotive advances. He also changed the way people worked. In 1913, he integrated the moving assembly line which accelerated Model T production. Assembly lines reduced the chassis manufacture time from 12.5 to 1.5 hours. In 1914, Ford reduced the workday from what was then nine hours to eight and doubled the pay rate for workers. The raise not only improved employee retention, it also gave many employees the means to actually purchase the vehicles they constructed. Ford’s actions were instrumental in creating the middle class in America.

More Innovations

Throughout the years, the Ford Motor Company has been a leader in innovative auto manufacturing design. Here are a few of the most significant Ford events in history:

• 1932: Ford introduced the flathead V8 engine.
• 1941: Ford produces jeeps for the military war effort.
• 1948: The F-Series truck line was introduced.
• 1949: Ford introduced the first American car design out of Detroit after World War II. The 1949 Ford was a radical change in shape and had an updated V8.
• 1954: Ford began crash testing vehicles to improve safety.
• 1964: The first Ford Mustang went on sale.
• 1986: Ford introduced an automated modular assembly line in its St. Louis plant.
• 1990: The Ford Explorer was introduced.
• 2004: The GT premium sports car was first introduced, inspired by the GT40 models that dominated Le Mans from 1966 to 1969.
• 2009: The turbocharged EcoBoost engine line was introduced
• 2016: A landmark year ahead with the release of the new Ford GT and addition of Sync 3.

When Alex Perdikis took over general manager responsibilities at the Koons of Silver Spring Ford, Lincoln and Mercury dealership, he made a commitment to treat every customer like his only customer. This commitment to customer service and retention turned the Koons of Silver Spring dealership into one of the fastest growing in the Washington D.C. area in the last four years. At a time when many consumers bemoan the fact that customer service these days is nonexistent, Alex Perdikis and Koons of Silver Spring is proof that it still exists. How do they do it?

Customer Care is All About Service

The terminology may have changed, but customer care is still all about service. Customers today don’t have to be loyal just because a business is in the neighborhood. The Internet gives customers the tools to search for new businesses, shop for bargains and read reviews, both good and bad. Customer loyalty is lost in the blink of an eye. The key to great customer service begins when the customer walks in the door.

When Alex took over, customer satisfaction became the highest priority. He gathered a team of great people whose primary goal was to serve the customer. It doesn’t matter if a business is a dealership, retail or service business, employees, management and staff follow these techniques for great customer service:

• First impressions count. Warmly greet  customers with a smile. The smile applies whether the conversation takes place in person or on the phone. A smile and friendly attitude come across over the phone. It can’t be faked.
• Stay visible, offer help but don’t hover or enter a customer’s personal space. Avoid seeming overly friendly and familiar.
• Never judge by appearance.
• Answer questions truthfully and offer to find out if you don’t know the answer.
• Be discreet. If financing or a credit card is refused, don’t shout it out to the whole room. Keep your voice low and explain the problem away from other customers and staff if at all possible.
• Never discuss customers in front of customers.
• Call for help if people are waiting to be served.
• Say goodbye with a smile, even if the customer didn’t buy anything.

It’s About People

The importance of bringing a great team together that focuses on the customer can’t be underestimated. A well-defined customer service policy empowers  team members so they can handle almost anything without shifting customers to someone else. Loyalty is a person-to-person relationship. If customers know that someone is working for them, they have a positive experience and keep coming back.

Caring Community Service

Customer service is more than what goes on within the confines of a business. It’s also about caring for the community at large. A few years ago, when federal employees were on unpaid leave due to a federal government shutdown, Koons of Silver Spring provided maintenance services free of charge. As Alex Perdikis explained, “It was just the right thing to do.”