Customer Experience – Minimal cost, Maximum impact

Lucy Duggins  26 September 2016 12:37:24
Well something that has caught the imagination of some of our clients recently is our “New Car” essence which is an aerosol air freshener that has been developed to replicate that new car smell. Who doesn’t like the smell of a new car ? A neutral smell which gives the new car experience to a used car buyer. 3-4 sprays in the car before handover can really make a difference at a minimal cost in the valet but a smile for the customer.

Take this a step further by introducing this approach to the Aftersales Department. Currently the norm is for each service vehicle to receive a Wash, Leather & Vacuum. Good enough but to move it forward how about a couple of minor tweaks to improve customer perception. I would suggest 3 things that can be added for less than £1.50 per car. Dress the tyres as this gives the retail customer a wow factor when their pride and joy has been cleaned, and they can clearly see this when walking up to the vehicle. Polish the windows, as this is the first thing the customer looks through when they drive away and finally a squirt of the “New Car” essence to remind them of the day they collected their car. I think they call it positive reinforcement and will be remembered when the customer receives their CSi call.

To find out more about the difference at Autoclenz please call Lucy on 01283 554682

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