Luxury Dealerships: Who Pampers The Buyer The Best?

Luxury vehicle buyers want service -- not just repairs done right, but the kind of pampering they get at high-end hotels, restaurants and boutiques. It's all about the extras.

In response, luxury vehicle brands are stepping up their games, rolling out unprecedented customer service, training staff and reconfiguring showrooms to cater to these buyers. The changes come as luxury sales gain steam with the auto industry's recovery in the United States.

"There's no such thing as a bad luxury car anymore," said Steve Cannon, CEO of Mercedes-Benz USA. "Our customers have such high expectations, and 'I had a decent service or sales experience' does not cut it in the competitive luxury business."

"It is not just about putting out a big pile of money in incentives and showering them with gifts and flowers on their birthday. It is like the Ritz-Carlton or luxury experience where they feel special -- that is what we are trying to do," said Cannon, whose company launched the Customer One training program this year for all dealership employees.

jeffy210 - 12/31/2012 12:55:21 PM

+1 Boost

So the only real pampering I was is a good quality free loaner. Something equivalent or more expensive than my car (though not cheaper, If i have an S, i don't want to get stuck in a C). I don't need a barista or a massage in the dealership. Let me drop my car off, have something waiting and I'm on my way. Then I can pick it up again at my luxury.

PUGPROUD - 12/31/2012 3:35:45 PM

+2 Boost

Fisker. Recently took my 8 year old grandson to seven dealerships (Rolls, Bentley, Lambo, Ferrari, Porsche, Aston Martin & Fisker)to
look at all the cool cars. While all were polite only the Fisker salesman let him sit in the cars and gave him a pen, a lanyard and a catalog. As my wife always says about kids and the Fisker salesman must also believe "you never know which one will grow up and do great things."

lexworld - 12/31/2012 7:41:05 PM

0 Boost

Lexus pretty much is the real spoiler here guys. Got to give'em that much. Do your own research and you will discover one of their attributes.

TheDepressingTruth - 1/1/2013 12:12:38 AM

+2 Boost

You can't break this down by Manufacturers because this varies greatly among Dealers. In Dallas/Ft. Worth ... Great Chevy Dealer(Classic constantly #1 or #2 in the nation) terrible Jaguar Dealer (Shame on Me, but I have to add that the Jag Dealership was a result of an “Affirmative Action” lawsuit threat by the NAACP....Owner takes NO INTEREST in the operation, and it shows)

Carl Sewell quite frankly "Rote the Book" on customer service in his book "Customers for Life"

TheDepressingTruth - 1/1/2013 12:19:17 AM

+1 Boost

I should point out that the Jaguar dealer in question, is the one in Plano TX Not Ft, Worth

Lexus - 1/1/2013 4:57:47 AM

0 Boost

Hey autospies,

just wondering if you post an articles about this comparison yet?

http://www.motortrend.com/roadtests/sedans/1206_six_cylinder_midsize_luxury_sedans/lexus_bmw.html#13570343330991&188,shopper

quizz - 1/2/2013 1:27:28 PM

+1 Boost

Learn from Vegas: Bellagio, Wynn, City Center, Cirque du Soleil, etc.

The move is to customer service and the memorable "experience"