As Customers keep raising the bar with what makes them happy, it becomes more and more important to pay attention to the details in your Dealership.  I am surprised by how much Customers continue to demand from Dealerships in a world where the number of businesses that “Wow” their Customers continues to decline.  Here’s a story about a small detail that we may not think about, but a Service Advisor did.

While Lloyd Schiller was conducting Service Advisor training in Iowa, Robby, a Service Advisor, commented on how much the Customers liked the new menus and the multi-point inspection forms.  However, now it’s a problem because all the extra paper work, combined with the invoice,  was filling the glove box.  Robby’s thought was “wouldn’t it be nice if the Customers had a folder to hold all of the Service paperwork, just like they get when they buy a vehicle?”  Well two months later, they had imprinted folders and “the Customers LOVE them!”  The good news is these inexpensive folders are a continual promotional reminder of the services you provide.

Another way to keep your Dealership’s name in front of the Customer is to do what Inskeep Ford in Greenfield, Indiana, does: a simple, but useful, air freshener with the Dealership’s logo and website imprinted on it.  It can be hung in the new and used vehicles once they’ve been prepped.  You can use it when delivering a new vehicle or it can be given to a Customer whose vehicle is in for service or is in the Body Shop.  Let the Customers know they don’t have to wait for a service appointment for a new air freshener; the Customers can visit your Dealership anytime and get a new one when the scent evaporates.

Small details can make a big impact on your Customer’s perception of your Dealership.  What can you do that keeps your name in front of your Customer – and keeps them coming back?