Fleet Auto News saw this the other day while having a car serviced and thought it was brilliant.
It may be hard to see in the picture above, but the steering wheel on this car is wrapped in plastic so the mechanic doesn’t put greasy fingers prints on the wheel during the service.
This is a great example of a small change or innovation that significantly improves the customer experience.
I’m sure the guy who first came up with this idea was ridiculed, or told the extra cost wasn’t worth the benefit. You can imagine the reaction from his colleagues, “we’ve been doing it this way for years and customers haven’t complained”.
Sometimes customers don’t complain with words, they just walk away from your business. So from a customer’s viewpoint this small gesture says this dealership cares about their vehicle.
It’s just a little innovation that will make a big impact on the service they provide to their customers. How do you find your new ideas to improve the experience of your customers?
