I Love My Car
Everyone that knows me knows that I am not a car person. Actually, I had my last car, a Volvo sedan, for over 10 years. It ran like a dream because I took it in regularly for its required tune-ups. When I first got the car, way back in 2007, maintenance visits were a pain. I had to have a family member or neighbor come pick me up after I dropped the car off and then take me back to the dealership when they called, sometimes only a few hours later, to tell me my car was ready. Then in 2008 they got smart and presented the option for a short-term rental car (these were the pre-Uber days!).
Delivering WOW Service
Today I have a new car (Lexus), and a new outlook on service calls. I like them! Why? Because my Lexus dealership reinvented the physical experience of waiting. After you drop your car off meet with your personal service rep (the human touch—a smart move) to discuss any issues, then you are escorted to the guest lounge area that has several seating options. There’s the work area with tables, comfortable chairs, and outlets for computers, a reading area, and a TV area with sofas and comfortable chairs. There is a coffee and soda bar and that day, the smell of freshly baked cookies filled the air. Once comfortable my personal rep, Brian, came to me and told me what needed to be done and how long it would take. They found a tiny nick on my windshield that they could patch. Brian told me not to worry, it was covered in the warranty.
I left happy, highly satisfied and proud—they washed my car both inside and out! I love my car the dealership and my personal rep, Brian!!
The Customer Matters
So, what are the components that go into a great customer experience? Research tells us that when you give customers a great experience and they’ll buy more, be more loyal and share their experience with friends… just like I did. That’s what every company strives for, right? But if that’s the case, why are we consumers so disappointed? There is an “experience-disconnect” going on everywhere! Have you called your bank or airline recently? Or looked for someone to help in one of those BIG stores? Many companies brag about their latest technology but they missed the boat on the human touch and delivering even good customer service.
The customer generates the income, the money, the profits, and the employee drives the experience.