know, I know – a car dealership seems like an unlikely place to learn lessons about anything, let alone customer service. But an experience last week with my local dealership changed my mind and reminded me that excellent customer service can demonstrated by any business.
My car recently had a recall associated with its hybrid system. I made an appointment and showed up at the dealership to get it serviced. From the moment I arrived, to the moment I received my car back a day later, it was a painless, and even pleasant experience. How many of us can say that about anything related to getting our cars fixed?So, here are the lessons I took away from this dealership:1. Make your physical environment comfortable.
The service department smartly provided a lounge for customers outfitted with a friendly concierge to answer any questions, comfy chairs and a flat screen TV playing the local news.
2. Give away free stuff.
In the aforementioned lounge, they provided free coffee (including lattes and hot chocolates), water and sodas. I’m sure it doesn’t cost them a lot, but makes customers feel like they’re getting added value.
3. Allow people to become mobile billboards.
While sipping on my delicious latte, I could browse through car-related (and some non car-related items) such as license plate frames, keychains, coolers, hats and more, all branded with the company insignia. Any branded gear that people buy automatically creates a mobile billboard for this company’s brand. And all in a safe, non-threatening way.
4. Follow up on your service.
Two days after I got my car back, I received a phone call from a friendly customer service agent simply asking, “Did you receive excellent service?” She wasn’t looking for detailed feedback, and also asked if there was anything else they could do for me. Again, I can’t imagine it costs them a lot to do this, but it made a lasting impression.
Your business may not have a physical environment, so maybe some of these tactics aren’t applicable to you, but the principles behind them are – take a few extra steps to let your customers know they’re valued and appreciated. You’d be surprised how much brand loyalty can be created by a simple latte!