annhandley’s posterous

This sign was perched on the front desk of the service department at the car dealership where I spent the better part of my morning. (Free wifi! Comfy chairs! Free Starbucks! Free OJ! A basket of snacks!)

It was a blissful two hours; I got a lot of uninterrupted work time while my car was being serviced. (I don't think I've ever been able to use the word "blissful" in the same sentence as "car servicing." How about you?)

The sign is set beside the red phone, which connects directly to the owner's cell phone. (I asked.)

In any other context, this kind of initiative at a car dealership would come off as cheesy and a little hollow: The red phone that screams "URGENT," the leering CEO. But because the customer experience in the service department was so pleasant, instead, it came off entirely authentic and believable.

It's great to see a company focus on creating an exceptional experience for small-ticket existing customers, even those who drive seven-year-old cars (and aren't in the market for another), rather than focusing on the new, or the next sale.

It's great to be surprised sometimes, isn't it?

Kudos: Jaffarian Volvo