Car Dealerships & Senior Housing

What does a car dealership have in common with a senior living community?

Customer service.

This past week it was my challenge to lease a car...an experience which I find worse than visiting a dentist.

To visit the dealership; I was prepared. With my cell phone to read emails and my latest knitting project...I was ready for the negotiating stay.

At one dealership; I should have packed lunch too. In about two hours, all I had was a salesperson who would disappear for endlessly and return telling me he needed to locate the car I wanted. No refreshments were offered.

When I left the dealership; he called me with a new, best offer--reducing the price by $5.00 and that the best he could do.

The next day, he called again to tell me there was a factory strike in South Africa and he didn't know if the car I wanted would be available for very long.

The second dealership was only a phone relationship. No invitation to visit...no reassurance that we could make a deal....just the facts and that was it. The salesman never has called again to check on my decision.

The third dealership was eager for my business. They assured me that they would beat the price from dealer A and B and set up an appointment for Sat.

The wait at this dealership was not unreasonable and I was offered beverages. When I said I needed to go out and get something to eat; I was offered Cuban pasteries and coffee. When the paperwork was signed; the financial person provided me with a complimentary mug and candy. When I needed to unpack my trunk; I was given logo tote bags and plenty of assistance.

Another interesting approach was that the salesperson didn't make the deal...the second person aka busines manager negotiated the fine points which left the sales person more as a good guy.

All in all...it's an interesting example of customer service.

Applications for senior housing--be sure to make customers comfortable. Send down to the dining room for a quick sandwich if needed because people may need more than cookies.

Be attuned to someone's schedule. They may not be prepared to stay for hours and need to return for a visit.

Followup and connect. Check back first thing in the morning. The customers who visited you yesterday may be planning to visit your competitor that afternoon so it's good to check back with them.

Provide small gifts. It's a nice touch to give someone to remember you by. A mug, playing cards, note pads, bottle water with a logo label and use a logo plastic bag.

Everybody seems to have a use for tote bags so sending these home is useful too.