I walk into the Lexus service shop and this guy spots me and calls me in. He starts to take down my information and gets a phone call from his boss (as he is talking to me). He said, "excuse me, this is my boss." I nodded that he should take the call. He talks, hangs up and tells me.
The eyes are watching from the sky.
He explained his boss is watching us talk right now and explained my situation. The then said, don't worry, your car is being taken care of right now, just take a seat in the waiting room and when your car is done, we will let you know.
Now that is customer service. Someone IDs me, knows my story, and just tells you to go on your way. I did not waste any time with this service at all, as of yet.
I am actually sitting in the waiting room, typing this now. I hope it all ends well with this service call, but so far, off to a great start.
Comments
Wait until GoogleEyes get installed all over the city. You'll start to search and they'll give you the answer before you're done.
Posted by: Brian Mark | September 20, 2007 4:55 PM
Yea, exactly.
Posted by: Barry Schwartz | September 20, 2007 5:56 PM
No kidding...
Posted by: Barry Schwartz | September 20, 2007 9:40 PM
WOW
that is amazing customer service
BUT finish the storry now
what happens??
WAITING TO HEAR
Posted by: LEXUS | September 21, 2007 9:35 AM
If marketing mavens and A-list bloggers had some way to identify themselves in the real world, they'd get red carpet treatment everywhere they go.
When my post on Qdoba restaurant was #1 on Google for their own name a year or so ago when I got crap service policies seemed to change. I hadn't tried to harm them at all, but my blog's built-in power was formidable - surprising even me in this case. When their policy was adjusted, I adjusted the post and praised their actions.
Some day the corporate PR departments will realize that it only takes one influential person to talk about the brand before their ivory towers can crack.
Lexus may just be watching. SMART PR staffs have mastered RSS and Technorati type services and can quickly identify those people... someday they'll probably cross-ref with customer lists. Ha!
Posted by: Scott Clark | September 21, 2007 11:40 AM
Yea, really makes me wonder.
Posted by: Barry Schwartz | September 21, 2007 11:55 AM