Lamin Turay, one of our Certified Mobility Consultants, joined us for an episode of Coffee with Craig on January 28th to share what clients can expect when calling or visiting one of our locations for the first time, as well as to share new options for those shopping from home.
When someone calls into MobilityWorks, they will be greeted by one of the representatives at our Client Care Center.
“These people are trained in the mobility industry and they understand the process at MobilityWorks. They are kind of on the front lines of interacting with our clients to understand what it is they’re looking for and to point them in the right direction,” said Lamin.
After the initial call, there are four different ways that a Certified Mobility Consultant (CMC) can interact with a new client:
- Traditional, In-Store Appointments – Clients are free to make an in-person visit to our stores to work with their CMC and find the mobility solution that is right for them.
- At-Home Appointments – A CMC will work with the client or Client Care Center to find an ideal vehicle and bring the vehicle to the client’s location.
- Pick-Up/Drop-Off Appointments – A CMC will travel to the client’s home, bring them back to the store so that they can take a look at the inventory, and transport the client back to their home.
- Virtual Appointments – Through a Zoom meeting, a CMC will provide an opportunity for clients to see what services and vehicles are available.
From there, the CMC will conduct a Needs Analysis in order to gain as much information as possible about a client’s mobility needs. These generally last between 30 and 45 minutes.
“Thirty to forty-five minutes of your time is all we need to ask the right questions, which have been collected by successful Certified Mobility Consultants in the company over time,” Lamin said. “This is a process that has been developed over decades so that we can shorten it down to those thirty to forty-five minutes and allow us to get the information that we need to move on to a test drive, a demo, and actually discuss getting them into the right solution.”
When the Needs Analysis is complete, the CMC will make their recommendations and offer to let the client take them on a test drive, or highlight the features and benefits of each recommendation if the client does not wish to take a test drive.
The CMC will then provide the client with applicable literature and purchase proposals about any vehicles they showed interest in during their visit.
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