If there is one thing I am very good about it is paying attention to those that ask me for money. Restaurants, Tradesmen, Retail, Mail Order, and even Car Dealerships. I therefore thought it was funny to read a post today from Lou Imbriano at:
http://www.louimbriano.com/2011/06/21/my-service-needs-didn’t-warrant-customer-service/
It was timely because it was different than my experience today at my Infiniti Dealership. Ok so I drive an Infiniti - and I love this car. It was exactly what I wanted when I was shopping; fun to drive. I have had it for a couple of years - and today I just stopped in the dealer to make at appointment. Now I have never done that, just dropped in, and figured it might be a good test. This could be a winning moment - or a losing moment. It was 2:30p - so it was somewhat late, as most service managers start very early. I knew the service would take a little longer than usual, so like Lou, I knew I would need a loaner. And like Lou, I was a little ahead of the service (but only by 800 miles). This is what happened;
a) My service consultant recognized me - even though I am only in there three or four times a year. It was just nice to be recognized and welcomed unannounced.
b) He told me he could do the car today - or Friday (my original choice).
c) He told me I could have a loaner for either of the days I chose.
d) He gave me the estimate - worse case - so when he saved me $300 off of the estimate - I was a happy camper.
e) It was completed when he told me.
All in all this was a very good experience - and these are what make customers that keep coming back - and start raving about you and your service. I have more stories - good and bad - and it is about time I start yelling about them - so the good stay in business and do well - and the poor go out of business or learn to do it better. I am going to write more about what is good and what is bad - and hope that we always meet or exceed your expectations at Topaz.
