I have been reading The Thank You Economy by Gary Vaynerchuk (Amazon Affiliate Link) and have found it to be incredibly thought provoking. The book is filled with real life examples of how all of the technology that allows us to connect globally, may actually require that our behavior returns to the pre-automotive industry days. I’m not sure if the book has raised my awareness of such behaviors and that is the reason I am noticing more customer friendly behaviors, but I will tell you that I definitely have noticed some real life examples of businesses treating customers as if the business wants them to return. Here are some examples of face to face situations and how they happened to find their way to the Internet.
Sir, Your Car is Ready
My brother-in-law is a service manager for a local auto dealer, Rallye Lexus of Glen Cove. We have had numerous conversations about customer service as I know this is a core function of his job and with him being in the auto service industry for 20 years he has taken great pride in the experience he provides his customers. I was blown away when he told me of the approach his dealership took for those clients that put their car in for service and choose to wait on the premises for it to be complete. Rallye went out and bought some iPads that their clients have access to while waiting in what is already a pretty comfortable lounge. As is common I’m sure in many auto service departments across the country, they have a high def TV a coffee station and plenty of reading materials. The access to iPads really has been a hit, so much so that it is not uncommon for the service managers to see disappointed looks on the clients face that it is time to go. I see so much opportunity for Rallye to share their culture through social channels and build interactions for all to witness on sites like Facebook.