Loyalty has its rewards: How the client-car dealer relationship is mutually beneficial
Get A Grip! Brian Jessel BMW E XC LU S I V E
O F F E R
Factory Winter Wheels Promotion & Storage Package Winter Wheel Packages on Sale NOW* Plus Receive for 1 Year:
By Jack Lai Customer Relations Manager
• Complimentary wheel & tire storage • Installation of winter tire package • Installation of your factory tires ($300 Value)
Every day, we all have experiences with service providers – it might be in a restaurant, a clothing store or a car dealership. And that experience isn’t limited to the individual receiver – whether it’s good or bad, news of it can travel. Excellent service can leave a customer highly motivated to return for a repeat of that experience, and will leave them likely to let their friends and family know about it in glowing terms. It works similarly for bad experiences – in fact, oftentimes scorned customers are more vocal than happy ones, warning others against it at all costs. Neutral run-ins don’t often make an impression one way or another – nothing lost, but nothing particularly gained either. Service providers, you see, have a huge opportunity, not just to win over individual customers, but to impress them so much that they refer new business to you.
With so many choices out there, it often comes down to the quality of the experience – one of this dealership’s foremost priorities. At every touch point we strive to impress and exceed expectations. Loyalty is inspired by repeated and sincere contact – we communicate with our clients on a regular basis by telephone, mail and email, we solicit their input and show them how much we value it. In my mind, this is what determines whether or not they will come back for future purchases, and refer others to the dealership.
*Package excludes wheel alignment For more information, call the Brian Jessel BMW Service Department at 604.222.7788
Of course, with Brian Jessel BMW, the relationship is mutual: happy customers become loyal customers, and we consistently try to reward their loyalty to keep them happy…and loyal. This loyalty has its perks: our customers have full, complimentary access to our 120 BMW rentals and five full time valet drivers. Arranged through our service department, valet
Brian Jessel BMW
2311 Boundary Road Vancouver, BC 604.222.7788 www.brianjesselbmw.com
The Ultimate Driving Experience™
includes pick-up anywhere in the Greater Vancouver Area, whether it’s a downtown office or private home. Our VIP limo service is also available for those days you just don’t feel like driving. One of the latest and greatest advantages for clients is our newly launched online booking service. Now you can check availability and easily schedule service appointments through our website, www.brianjessel.bmw.ca – it’s an important capability in our ever-changing market and tech-savvy society. And an extra incentive for early risers: clients who come in for morning appointments with our Express Service are treated to breakfast. From complementary croissants to our staunch commitment to clients and their cars, this is how an experience at Brian Jessel BMW inspires loyalty.
brian JESSEL HOLIDAY 2010