I despise going to the car dealership to buy a car or get it serviced. The process is long and grueling and all they have to entertain us is a few old magazines and TV. However, that may change in the near future. Some car dealerships are realizing just how important the customer experience is. This article says that some dealerships have added on-site restaurants, play areas for children, internet work stations, Starbucks coffee (yes!), and much, much more. Heck, if that’s how all car dealerships are, I’d buy a car every year and get my car serviced every month ;)
Another way the auto industry has started focusing on the customer is the roll-out of a new system called NADA-24 put out by The Automotive Press Association. This system is used to interview customers the day after they’ve visited the dealership. The interviews are then sent to the dealership.
Do you have a good car buying experience you’d like to share? Blog about it and send me your link to be included in this Monday’s Carnivale of Customer Service!
Pictured here is me in my dream car...
I have no stake in this company, but I believe it may lead to the biggest transformation ever in the customer's experience in buying a car:
http://www.coindata.com/
They're just starting out, but this could change the whole sales process at many dealerships (some are already having car sales people take customers through the financing and documentation stage of the process instead of the traditional process where the customer agrees to the deal and is handed off to someone else to paper the deal, fund it, do the title, insurance & insurance, etc.).
I hope my next experience is at a dealership using it!
Posted by: Rich Crawford | February 25, 2007 8:03 AM | Permalink to Comment