I recently took my 1997 Cadillac DeVille to Kachina Cadillac for servicing. The family is taking a trip to Grand Canyon this weekend, so the car has to be in perfect running condition. I had the necessary repairs done then something strange happened. When I was picking up my car and paying my bill the cashier gave me a CD along with my receipt. It had my name on it and a label stating that it contained information regarding the work I just had done to my car. Instinctively, I popped the disc into my car's stereo as I drove away and was pleasantly surprised to hear the voice of the technician that actually worked on my car. She went into detail about the issues my car was having, her assessment of those issues and the repairs that were done. I was given a complete audio tour of my car's repairs, and I was thrilled with it.
This dealer is trying to establish closer, more long-term relationships with their customers. That's smart. They've gone so far to realize this strategy that their repair techs are doing audio recordings of the work they just completed! Needless to say, the mechanics are not natural orators, but their in-your-front-seat rundown of the work they just did on your car is nothing short of brilliant. The blow-by-blow from the technician gives the impression that someone took the time to fully inspect your car, do a thorough job of diagnosing the problem, then carefully repaired the vehicle. Of course, the disc also contained a short commercial for the dealership which I was more than happy to listen to as I sat in appreciation of this newly established personal relationship with my mechanic.
The dealership made me a more loyal, dedicated fan of their business; and now I'm providing some bona fide word-of-mouth marketing for them. Great move, Kachina Cadillac - I'll be back soon.