Going beyond customer service - Create a Great Customer Experience.

Plaza Motors is the largest luxury car dealer in St. Louis, MO. They carry numerous high-end brands such as Mercedes, Lexus, Range Rover, Porsche, Cadillac and more. As great as the cars are, it is the service that keeps customers coming back. That’s true in just about any car dealership.

John Capps, general manager of Plaza reported that the company just spent $23 million to upgrade their facilities for Lexus and Mercedes. The cars may be great, but the follow-up experience has to be even better. For example, Capps added wireless Internet, a coffee bar, an area for kids, a big flat-screen TV, comfortable leather chairs and a fireplace. While Plaza offers free loaners to their customers, Capps says that many customers would rather just stay at the dealership and work if it’s only going to take an hour and a half.

What Plaza has done is made the servicing of the customer’s car a pleasant and positive experience. Why not meet a friend for coffee while the car is being fixed. Or return some emails and phone calls in the plush lounge. Makes me want to go get an oil change!

So, what’s next? Maybe get a massage while your car is being service? Not a bad idea?

Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).