Service Still Matters

In many cases companies advertise what they aren’t.  And when you must advertise your service level I usually find the service is terrible.  Service is best spread word-of-mouth.  It has authenticity when you hear it from another person, not an advertisement.

I was reminded today of the continuing importance of service — in fact EXCEPTIONAL service.  It was time for my 30,000 mile service on my car.  So I set my appointment through the handy technology imbedded in the in-car computer.

Arriving at Northside Lexus of Houston, I was greeted by a friendly Advisor who checked in my car and walked me to his office (yes an actual office).  He patiently explained to me what was involved in the service - explaining each item, made sure I didn’t a loaner car, etc.  At this point, he walked me to seating area’s…  Leather chairs, couches, multiple big screen TV’s, WiFi (and strong signal WiFi to boot) — it was a designer perfect family room.  The second area was a more general area with chairs and tables.  The third, was a business room with all the amenities — a fax machine, printer, etc. etc.  And fountain drinks, juices, coffee, cappuccino were all available.  

Then, Northside Lexus went for the “service kill”… freshly baked cookies…right out of the oven.  It is impossible for any man on the face of the earth to not fall under the “spell” of a freshly baked chocolate chip cookie — it’s like a love potion.  All along the way, my Advisor checked in with me to give me an update on the multitude of items they were checking, changing, tightening, washing and vacuuming, etc.  I received text messages with the estimated time my car would be ready. 

Check out was so fast and the Advisor walked me to my car.  The car was on, with the A/C lightly cooling the car.  And all along the walk the staff said thank you, enjoy the weekend, etc.  And this was like 3-4 people along the walk.  Oh, did I say they used my name.

If I didn’t have things to do I would have asked to stay a few more hours.  Northside Lexus of Houston doesn’t advertise its exception service, it doesn’t need too…I just did.

Scott