Yes, there are dealerships with beautiful looking showrooms. Yes, dealerships are starting to have more product experts than salespersons. Yes, coffee and food are available while waiting for your car at any dealership. But, what is rare to find is an underlying connection to how all those touch points of a dealership make the customer feel welcome. Sounds easier said than done. According to Ephraim Barcelo, General Manager of John Elway’s Crown Toyota, it takes the “slight edge.”
web: John Elway’s Crown Toyota
If you liked this episode, listen to:
- Facility Improvements for the Customer Experience
- Evolution of Salesperson to Product Expert Part II
- The Dealership of the Future According to a VC
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