Although plans are still in the works for a new Liberty Toyota store in Powers Auto Park (see article in the Nov. 13 Business section), general manager Ray Reilly envisions a high-tech heaven for customers."I'm looking at getting the newest, most advanced technology to improve customer satisfaction and eliminate the time people spend at the dealership," he said, "because I believe the No. 1 issue people have with car dealers is the amount of time it takes to buy or service a car."
Imagine a chip being implanted in each new Toyota that would have the buyer's information on it, so that when the owner returns for service on the vehicle, employees would automatically greet the owner by name, immediately know the reason for the appointment and be familar with the history of the car.
Imagine a plasma screen behind the service counter, displaying information about your car while you're being waited on, such as when it was last serviced, its maintenance schedule, repairs that have been made and other details, so customers could quickly decide what services they wanted and know the estimated costs.
These, Reilly envisions, in addition to what he knows the new dealership will feature: wireless connection so customers can work while they wait, a free car wash every time a customer has a car serviced or buys a car from the dealership, a quick lube lane, a themed children's corral and indoor space large enough so customers can pick up and drop off their cars inside the building, not outside.
1 comment:
These all sound like great ideas, good for them for taking the time to focus on their customer's experience. One suggestion for the customer work space- make sure there are tables/chairs/desks that are good for working with a laptop. My current dealer has the right idea with a customer space & wireless internet and free coffee, but their seating is uncomfortable for work purposes.
Post a Comment