I’m in the market for a new car. Mine is costing me more money than it is worth and last month it was recalled to fix a potential fault.

I opted for them to fix it while I waited, so spent several hours sitting in their “waiting area” as they worked on my car. And that gave me plenty of time to consider how the sales team were losing any chance of my next car being one of theirs.

Most of the time I was the only person in the sales room who wasn’t staff and not once did anyone ask if I was OK, wanted their free Wi-Fi code or a cup of coffee. It was all available but it was up to me to find the sign or ask.

So what could they have done better?

A bit of eye contact and a smile wouldn’t have gone amiss as they walked past.

They could have started a conversation about the weather, the news or simply checked I had everything I needed. They could have passed the time of day with me; who knows where it could have led?

Let’s face it, I was there and have an old car. If anyone had got chatting to me about anything (other than cars) they could have moved the conversation onto the age of my car and how I might want a new one.

They wouldn’t have been selling to me but just giving me an opportunity to buy.

None of this costs money, just some thought.

Customers just want to be made to feel wanted and if you bother to get to know them first they might well hand you the easiest sale of the day.

Do you agree? Let me know at questions@partnerswithyou.co.uk, or ask any questions about communication that I can answer in the coming months.