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Every once in a while, you run across just exceptional customer service, above and beyond the regular call of duty. In the fast pace world we live in, we expect the cheapest service, removed from all human contact: self checkout at the grocery store, ATM’s, drive through oil changes, automated car washes. Recently, I encountered world class customer service at an Audi deal. Here is my account of the story.
The Story
Just recently, I took my wife’s Audi into the dealership for a once over, including an oil change, transmission change, and overall inspection. This was a complete 180 from my regular Chevy dealership. The scheduling was done via online form, with e-mail confirmation. I came in on a Saturday morning and waited in the waiting room. There were nice leather chairs with coffee shop-like tables, with the latest daily paper on each table. The service rep offered me a cup of coffee prepared with their Starbucks automatic coffee dispenser. They also kept in stock water bottles, and pastries.
On my second visit, to follow up on a few repairs, I experienced the same level of attention. Rather than having to stand at the desk, the service rep offered me coffee and told me to wait in the lobby area. While I sipped on my coffee, read the paper, and checked my e-mail (with free wifi), he came up with the itemized estimate, paperwork to sign, etc. He scheduled me for a shuttle to take me back to my office (and even offered to pick me up when my vehicle was done.
Later in the day, I received a call with an update on my services. He also mentioned that my “world class, German designed” car had on a Ford dealership license plate frames and the wrong screws. He offered to replace them with nice chrome ones with the appropriate hardware. I asked for his manager’s name and contact because I wanted to share my experiences with management.
My Note to Management
He called me later that evening to thank me and said that the manager called the team together and read my e-mail aloud to everyone. He couldn’t stop thanking me and that I have no idea how much of an impact it makes on him, and the rest of the team.
Lesson learned
Compliment people when they go out of their way to provide exceptional customer service. It’s hard to come across good service now a days. If you do, take a moment to do so, especially to raise it to management and to publish it to local papers, online reviews, etc.
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Comments
01.26.09
Daniel,
What a great post! You hit the fundamental core of what businesses and brands need to focus on more then anything: customer experience. You can only build loyal customer base and a strong brand name through focusing on your customers.
I have built my company around helping brands and businesses build a sound, positive, and well-rounded customer experience program.
It is awesome to hear of companies making a positive impact on consumers. Thanks for taking the time to give the auto dealer props!
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