Outstanding Customer Experience
I was so engrossed in a conversation about the fantastic sales process we’d just experienced that I missed the turnoff home.
We were helping our daughter to buy her first car. Having done our research, we headed off to a local Toyota dealership expecting the usual high-pressure sales tactics. But we were in for a surprise – a first-hand taste of Japanese customer-focused business culture.
They greeted us respectfully, answered our questions politely with a clear intention to make this a good experience for us. There was never a sense of being driven towards a decision to buy.
What a refreshing change!
We did buy the car and were so impressed that we started looking at something for my wife too. They arranged for the Lexus dealer to call us, delivered a demo car to our house and let us keep it for 36 hours.
Compare that with the round-the-block test drive where they almost make you think they suspect you’ll nick the vehicle!
They asked all the right questions, spent an hour with us picking the colour and never pushed to close the sale. On the way home, we couldn’t stop talking about it, which is why we missed the motorway exit.
I’ve told heaps of people this story. How do your customers talk about your business?