But great customer service is one of the pillars of consumer loyalty, and there is no question as to which car dealership I'll go out of my way to use.
So, what makes the customer experience so good?
1. Friendly, helpful, human staff. When you call the dealership, your call is answered by a live, friendly, bilingual receptionist. She or he transfers you to a live, friendly and knowledgeable member of staff in the appropriate department. No voicemail unless you call after hours.
2. There are no stupid questions. Go ahead, ask them where the block heater is or how to open the frozen gas cap door. They listen to every question and make sure they answer each one and that you understand the answers.
3. Feedback and Follow up. After every service call, I get a short automated survey call to ensure I had a good experience and that I was satisfied with my service call. Subaru compiles this information and uses it to train staff. When I wasn't happy, they called back immediately and went above and beyond to made the situation right.
4. Living the brand. Subaru is known for safe, practical cars and kicking butt in rally events. Take the shuttle and you get a personable, calm driver who quietly and efficiently navigates traffic and alternative routes to get you to and from the dealership on time.
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