http://www.clwill.com/org-culture/great-service-cures-all-ills/ Advice, Commentary, and Resources for Building World-Class Teams Fri, 10 Sep 2010 12:51:18 +0000 http://wordpress.org/?v=2.1.2 http://www.clwill.com/org-culture/great-service-cures-all-ills/#comment-19 Nancy Williams Mon, 02 Oct 2006 15:07:22 +0000 http://www.clwill.com/org-culture/great-service-cures-all-ills/#comment-19 We're BMW customers-for-life rather than Audi, Lexus or Mercedes customers simply because of the personal connection we felt with the salesman and with our observation, since validated, that the service department was there to provide us individualized service. We intended to buy a Volvo because the former dealer had had the same approach to personalized, attentive service. We had every intention of buying another Volvo, but the new Volvo dealer was also a Chevy, Jeep and Volkswagon dealer. The service department doesn't, indeed couldn't, know your name. Service made all the difference in the initial purchase and our continuing loyalty. We’re BMW customers-for-life rather than Audi, Lexus or Mercedes customers simply because of the personal connection we felt with the salesman and with our observation, since validated, that the service department was there to provide us individualized service. We intended to buy a Volvo because the former dealer had had the same approach to personalized, attentive service. We had every intention of buying another Volvo, but the new Volvo dealer was also a Chevy, Jeep and Volkswagon dealer. The service department doesn’t, indeed couldn’t, know your name. Service made all the difference in the initial purchase and our continuing loyalty.

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