Drat and damn


I was hoping that the Kia dealership I took a Picanto to for its first service yesterday (not my choice, don’t blame me) would drop a ball somewhere, but it didn’t.

In fact I think it was pretty much a model for how a garage needs to take care of its customers.

Everything was clean and tidy, there were lots of comfortable seats and access to computers, current magazines (not two-year-old jobs), coffee, tea, water, biscuits, toys (for kids, not me), a television, fresh flowers and wifi access.

The toilet was spotless, the staff were friendly and the work took half an hour less than suggested and cost £10 less than promised. It’s easy to under-promise and over-deliver in this way, but it still leaves customers with a tiny little extra spring in their step. My car was also valeted.

I watched a procession of satisfied customers come in and out during my hour-and-a-bit wait, so it seems Lovekyn Kia in Ewell is doing well out of all of this attention to detail and making tidy money on servicing and repairs.

Lots of you out there have facilities like these – I know because I’ve been there – but I also know there are more who could quite easily up their game considerably by adding in a few missing pieces.

It’s not reinventing the wheel, it’s just making the customer feel comfortable and valued.

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