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my dealership is constantly in the top 200 honda dealers in customer TSI while overal value and customer treatment are always way up we continue to struggle with amenities in our customer waiting area..we offer coffee and snacks to our customers as well as a television in our customer waiting area..i am curious to know what other dealers are offering their customers to make the visit better overall

Lots of our customers provide desks, telephones and high speed internet (mostly wireless) to waiters. Most provide coffee and donuts. Some even go so far to provide a small deli or mini restaurant for their customers. One of our customers even has a small movie theater that shows the same movies as your local theater. A car wash with every service is not that unusual. These are Ford and Honda dealerships.

A lot has to do with the available space and your neighborhood but in general dealerships are going out of their way to make getting the car serviced a pleasant experience. A great way to find out what amenities your customers want is to ask them!


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Frank Burrows ABS
fburrows@absdata.com

I know a store that had a Ladies Day Special once a week and they had someone come in and give Free Manicures.

A good customer survey can really direct you. Hair salons, starbucks, a putting green, the list could go on.

I will say that I've always wondered about the true power of these add-ons. Yes, they will boost CSI but is it because of the amenity or because the dealership makes such an importance of good CSI. If a service advisor ruins your day, do you really care they have Starbucks? Or, is the dealership just that much nicer to work in, everyone seems to be in a better mood and therefore CSI is impacted. I am sure a store like yours where satisfaction is a tradition, it could only help. But Ive been in a ton of depressing stores that you could put Disneyland in there and it wouldnt help.

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** Rob, Editor Dealersedge/WD&S **
Help is only a message post away!
robc@dealersedge.com