I’m writing this as I sit here at the Subaru dealer waiting for my car to be repaired. Seems two recalls that “could cause a fire” (and kill me?) were identified and that would just suck and not make for a very fun day.
The waiting area is comfortable. It is clean. There’s plenty to read. There’s free coffee. There’s a giant flat screen TV. But something is missing.
My salesperson.
I know he’s here. I heard them call his name. Wouldn’t it be cool if the service department let the guy who sold me the car know I was here? Imagine if the service department employees provided a report with appointments made for his customers. I’m sure his name is somewhere in my records. Imagine if he came over to say hi or Happy New Year. And if he’s not here, imagine if someone from the sales team just came over to say hi? How would that make me feel? What would that do for customer loyalty or the customer experience?
I have seen two other people get up and walk over to the sales area to say hello to people. I presume the person who sold them the car. But why does it have to be that way?
Too bad there is a line between sales and service in so many businesses; especially when it is referred to as Sales AND Service.
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