In the Driveway
  • IN THE GARAGE
  • VIRTUAL CAR SHOWS
  • MODERN RIDES
  • GALLERY
  • RESOURCES
  • CONTENT LICENSING/PR
  • PORTFOLIO
  • CONTACT

Is this the World's Most Perfect Dealer Service Dept.?

7/31/2015

 
PicturePhoto: Subaru
With luxury automotive brands struggling to differentiate themselves in a world where all cars are getting better, some manufacturers are looking to set themselves apart through improvements in the "customer experience."  Mercedes-Benz, for example, has created something called "Mercedes me," which sets out to improve customer relations in five areas: mobility, connectivity, service, financing and inspiration. "In this way," says the company's website, "'Mercedes me' allows all service and mobility areas to be integrated seamlessly and conveniently, thus raising the bar once again for individual customer care."

If you read the details on the site, it all sounds very scientific and futuristic and hip.  But we'd like to offer a good, old-fashioned alternative in the form of our local Subaru dealer, which, in our estimation, could vie for the title of world's most perfect dealer service department.  Here is what it does so well:
  • People in the showroom and the service department know your name.
  • You get a friendly greeting when you bring your car in for service.
  • When you drop your ride at the dealership, it's often swept into the service bay before you leave.
  • Fairly modest prices for most major services are posted on a bulletin board and on a TV in the waiting room.
  • The service manager doesn't force you to buy unwanted packages or "spring service specials."
  • Oil changes are hardly more costly than the speedy lube outlets.
  • Tires and batteries are priced so fairly that it's not worth shopping elsewhere.
  • Like a good doctor, the service manager sits down with each customer and carefully explains needed repairs.
  • You get a loaner car -- often a new model -- even when your own ride is out of warranty.
  • At the end of the day, you don't have to strap on your seatbelt and brace yourself for a huge bill.
  • You leave feeling that the dealership has respect for you and that you've been treated fairly.
This dealership is so good that some customers have written to the manufacturer claiming that staffers were so helpful and courteous that they almost appeared to be "actors" and not real people.  No, you won't see the ubiquitous cappuccino machines found at so many high-end dealers. The showroom has regular coffee and lounge chairs and a TV, but people don't come there for that.  They come for fair treatment and fair prices, something we have not always seen at the numerous luxury dealerships we've patronized over the years.

Mercedes, BMW, Audi, Cadillac, Jaguar, Porsche and others, take note:  Good customer service is not rocket science.  Follow the basics and you'll do just fine.  Better yet, dismiss the fancy marketers and behavioral scientists, and just follow this Subaru service manager around for a day.  We guarantee you'll come away impressed.

Do you frequent a dealer like this?   Tell us your story here.





Comments are closed.
    GALLERY >
    < HOME

    RSS Feed

    Author

    David Fluhrer has been a classic car columnist for Newsday since 2008, as well as a new car reviewer for the auto section and a feature writer for Newsday's glossy magazines, Luxury Living and Long Island Living. 

    Read His Columns
    You  can read some of his online columns here. 

    Submit a classic car to be profiled in David's Newsday column by visiting www.inthegarage.net. If you hail from the New York metropolitan area, you may also use this site to submit show or club information for publication.

    Submit News/Event Info
    Automotive and related organizations -- and their PR representatives -- may submit news for this page by sending it to us at thegarage@optonline.net or through our contact page.

    ​Automotive Content/PR
    To learn more about ways we can provide you with customized automotive content and public relations services, please contact us.

    Archives

    June 2020
    September 2019
    November 2018
    June 2017
    May 2017
    January 2017
    March 2016
    February 2016
    January 2016
    November 2015
    July 2015
    May 2015
    April 2015
    March 2015
    November 2014
    October 2014
    September 2014
    August 2014
    July 2014
    June 2014

    Categories

    All
    1SS
    2014
    2015
    2016
    2018
    2019
    2LT
    5-series
    Accord
    Acura
    Alfa
    Alfa Romeo
    Alltrack
    AMG
    Arab
    Aston Martin
    Audi
    Audi A3
    Autonomous Vehicles
    BMW
    BRZ
    Bugatti
    Buick
    C63 AMG
    Cadenza
    Cadillac
    Camaro
    Challenger
    Chevrolet
    Chevrolet Malibu
    Chevy
    Chrysler
    Chrysler 200
    Chrysler Fiat
    CLA250
    CLA45
    CLA45 AMG
    Clarity
    Clubman
    Concept
    Continental
    Convertible
    Corvette
    Crew Cab
    CT6
    CX-3
    CX-5
    Dealer Service
    Discovery
    Dodge
    Driverless Cars
    D-Type
    Dubai
    Elmiraj
    Escalade
    EVO
    Evolution
    FCA
    Ferrari
    Fiat
    Focus ST
    Ford
    Ford Fusion
    Forester
    FR-S
    F Type
    F-Type Project 7
    Galant
    Genesis
    GMC
    Golf
    Grand Sport
    GT-R
    Hellcat
    Honda
    Honda Accord
    Horsepower
    Hot Hatch
    Hybrid
    Hydrogen
    Hyundai
    Impreza
    Infiniti
    Jaguar
    Jeep
    John Cooper Works
    K900
    Kia
    Lamborghini
    Lancer
    Land Rover
    LC500h
    LeBron James
    Lexus
    Lexus LS
    Lincoln
    LTZ
    Mazda
    Mazda3
    Mazda5
    Mazda6
    Mazdaspeed
    Mazdaspeed3
    Mercedes
    Mercedes Benz
    Mercedes-Benz
    Mercedes CLA
    Miata
    MINI
    Mitsubishi
    Monticello Motor Club
    MPV
    Mustang
    MX-5
    New York International Auto Show
    Nissan
    Outback
    Pep Boys
    Plug-in
    Pocket Rocket
    Police
    Q60
    Renault
    RF
    Roadster
    RS
    RX-7
    S550
    S63
    Scenic
    Scion
    S-class
    Sedan
    Silverado
    SKYACTIV
    Smart
    Sorento
    SRT
    SRX
    STI
    Stingray
    Subaru
    Subaru Legacy
    Superleggera
    SVR
    Technology
    Tesla
    Toyota
    Truck
    Turbo 4
    Veyron
    Volkswagen
    Volvo
    Vsport
    WRX
    XLR
    Z/28
    ZL1

    RSS Feed

OUR SERVICES

Automotive Content
Public Relations
Investor Relations
Healthcare Communications

OUR ORGANIZATION

About Us
Newsday column
Contact Us

SUPPORT

Support
Terms of Use/Privacy Policy
Picture
Copyright © 2019   Driveway Media LLC  All rights reserved.
In the Driveway and Your  Resource for All Things Automotive are service marks owned by Driveway Media LLC. 
Links and advertising are for informational purposes only and do not necessarily constitute our endorsement of the products or services described.