The amazing service manager Francisco Gonzalez at Lexus of Orlando! An honor to do business with him!Today I compelted a very good experience. I got my Lexus serviced at Lexus of Orlando. This might not seem like a big deal, but it always is for me. The people at Lexus of Orlando continually do it right.
What do I mean by “it?” They get customer service and customer happiness right. They listen. They pay attention. They care.
This is demonstrated by the way they greet you as if you were finally arriving home and the people there are very glad to see you.
They demonstrate it by listening carefully to what is wrong. Most people bring their vehicle in and something, even a little thing, might be wrong. If you’re there for regularly, scheduled maintenance, that is treated as a nobile duty and honor to care for you.
Most important, they have a system to make it work right.
Notice this picture with me and the Lexus employee. His name is Francisco Gonzalez. I had the honor to work with him a few years ago when I needed some work done on my Lexus and he did an outstanding job. Well, this time when I needed some extra loving care for my dear Lexus (it can be easy to get attached to these creatures, you know!), I knew I had to take it to Lexus of Orlando for care.
Well, Francisco did his usual, excellent job. He carefully listened to what I identified as problems. He told me what it might be explaining very carefully the details, what might be causing the problems and helping to provide answers and listening to what my concerns were all about.
Why don’t more companies learn from what Lexus does right? There is a reason Lexus is continually rated highly in survey after survey. Are they perfect? No, they’re human but they continue to learn, modify and focus on serving the customer well.
Oh, and don’t you love that sign I saw as I left the building with my repaired (and recently washed!) car? “Have a luxurious day” is the smile and pat on the back they give you as you motor your way out of their enclave of customer care. Yes, this is a place that keeps people like me coming back over and over. They have their systems in place (very important!). They listen to customers (almost a forgotten art today). They demonstrate a professional attitude that leaves so many of their competition in the dust.
I don’t know about your community, but here in Orlando, we have more than our share of the screaming, yelling “Get down here and we’ll make a deal you can’t beat” kind of nauseating car dealerships. Ugh! I wouldn’t buy from them even if I had to ride a bicycle everywhere. Instead, I choose to spend my time, money and effort with a dealership that honors customers and treats them with respect and dignity.
Think about how you can blend elements like these into your own work. Your bottom line will be better.
And if you’re ever in Orlando and need help with your Lexus or other vehicle, swing by Lexus of Orlando and ask to see Francisco. Tell him Terry sent you. No, I don’t get any compensation for that. I just want you to meet someone who gets it right and will make sure you have a great day!
Thanx, Francisco! Keep up the good work, my friend!
Terry
Terry Brock, MBA, CSP, CPAE
www.TerryBrock.com, @TerryBrock – Twitter
