How Does Your Customer Service Feel?

How Does Your Customer Service Feel?

It has been said: "people remember how you make them feel and not what you say."

No matter what sales or service industry you are in, lessons can be learned from the way Lexus treats it's clients. Leading by example the Stevinson Lexus group of Frederick, Colorado is setting the bar in customer satisfaction.

The opening of the new store in Frederick made me sit up and take notice of how important every single detail is creating the feeling that lasts and generates raving fans!

Making a long story short, our car ownership evolved from the Mercedes family to Lincolns, to the Lexus group over 32 years in real estate and small business consulting. The Lexus story begins with a friend of mine from my life guard days in Thornton, Colorado when I was 16 years old. My friend sold cars for Lexus and kept me on his contact list. His service went as far as ordering our latest SUV over the phone in Colorado and having it delivered to Lake Havasu City, Arizona at the Home Depot parking lot. He took care of every detail including the call for us to meet the driver to take delivery of our new car.

We now live in Williams, Arizona so the closest Lexus dealership is Las Vegas or Phoenix both are about a 3 hour drive from our home. It never bothers us to go to Vegas to have our car serviced as we can meet friends and have fun at the same time. What is consistent about the Lexus dealerships all over the country is the way the team treats the consumer. We can always make an appointment and have a loaner car to be able to do what we need to do while in the big city.

This past October we were in Colorado and I called my friend at Lexus to make a service appointment at the new store in Frederick. Again, as a Lexus owner I am never concerned about the quality of the service as I know it is going to be top quality no matter where I am. Our original sales friend made a move but my new best friend in the service end, Andy Anderson, took over and got us all set up with the loaner car and an orientation of the new store.

The new store in Frederick is amazing. There is a new Mac in the waiting room for customers to use sitting around the big screen or enjoying a roaring fireplace which makes you feel like you are in a 5 star resort. One of the very favorite unique branding tools I found at Stevinson Lexus in their west store was the waterfall faucets in the magnificent bathrooms. The labeled towels and mouthwash are icing on the cake in a Lexus restroom. Many stores have nail boutiques, hair booths and shoe shine stands for the consumer waiting for their car. The coffee bar with fresh pastry, fruit and juice again, make you feel appreciated as a customer.

I created a simple foursquare check in talking about the new store after getting the tour. Within 15 minutes of leaving the store we received a call from our service consultant, Andy Anderson, letting us know that the post on foursquare had been noticed by Lexus corporate and they appreciated our "shout out." Now, think about how I felt as a customer receiving a call about my post on twitter and facebook about the great new store in Frederick, Colorado. I felt like a valued client who meant something to the Lexus organization and I feel like supporting the Lexus team in every way possible.

Do you think we have a mutual admiration society? I think so and am looking forward to going to Stevinson Lexus of Frederick tomorrow for the 5,000 mile service again.

Let's discuss how social media fits into every business today. It' fun and it works!

I can't say enough good things about Lexus and the team at Stevinson in Frederick, Colorado. I hope you will think about a Lexus, go into a showroom, talk to the professionals and create your own team of supporters.

More great Lexus news.  As I posted this to twitter and checked out the @Lexus tweets I see they are giving $5.00 for each tweet with #LexusBigRedBow or sharing on facebook to Toys for Tots so check it out and share the #LexusLove

Thank you Lexus, for showing us the way to exceptional customer service and how to create raving fans.



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Get In The Game!

Get In The Game!

The world is “shifting” into a digital arena and as the change takes place businesses are going to be able to maximize their marketing efforts through cyber connections.  Participating in digital venues is going to help anyone connect with new customers and clients. This new “social space” creates a new set of problems however you need to “Get In The Game” to survive the shift!

What is foursquare?  From the foursquare site:

foursquare is a cross between a friend-finder, a social city-guide and a game that rewards you for doing interesting things.

“We aim to build things to not only help you keep up with the places your friends go, but that encourage you to discover new places and challenge you to explore your neighborhood in new ways……. We wanted foursquare to be as much about sharing experience as it as about connecting with friends and discovering new places. Every foursquare user has the ability to create both “Tips” and “To-Dos” for places. Tips are generally things you’d recommend to other To-Dos are more “notes to self”

The game requires the participant to register with then you have the option to connect and share with your friends via Twitter and facebook.  You have the choice to share on your social networks or just through the foursquare site. Your friends will know where you are, they will see when you receive a badge or become mayor of a specific location.  You connect with friends on foursquare just like facebook.

To get known in a community an individual might want to check in every where you visit in your business locale. The more you check in, the more mayorships you will claim in your community. Being the Mayor at many locations in a specific area will give you more name or branding recognition.  Foursquare has added 100,000’s of members in the last month so the digital shift is taking place and you should “get in the game” and claim your territory and an advocate of local businesses!

Local businesses might not even know about foursquare so if you are the one to show them how it works and how they can participate you can be a local HERO as well as a Mayor in sharing the Cosmic Shift and how it Happens.

Many businesses are offering foursquare discounts.  When someone participating in foursquare tweets or updates where they are and what they just got as a foursquare member. All their friends are aware of what they are doing and may want to take advantage of the savings or promotion.  Word of mouth advertising has always created the best results and the “Cosmic Shift” in communication is taking this to a 21st century digital level.

Being Mayor of an establishment does have it’s privileges!

@ Adios Cafe: A FREE coffee on your 10th check in and the Mayor gets a FREE breakfast each month! (tax & tip not included)

@ Carrabba’s Italian Grill: Show that you’re the Mayor of Carrabba’s and enjoy a complimentary dessert with the purchase of an entrée. Grazie!

@ 15th Ave Coffee & Tea: Show us that you’ve checked in with Foursquare and get $1 macchiatos before 4pm and $2 off beer and wine after 4pm. The Mayor gets a free pastry!

@ 1 for 1 Pizza – Greek Station: Free Slice & drink on your 10th checkin. Free Large Pizza, 1 topping on your 20th checkin!

Jennifer Van Grove has written a very specific article on  How 5 Brands Are Mastering the Game of Foursquare to attract new business and study the behavior of their existing customers.

The Wynn in Las Vegas is using foursquare to  “refine our approach to service and learn more about our guests.”.  When you check in on foursquare at The Wynn you are offered a glass of champagne at the Blush Boutique nightclub on the house.  The Wynn is reaching out to guests who check in at hotel restaurants indicating their dedication to making The Wynn experience extraordinary… “a recent hotel guest was checked-in at one of the hotel’s restaurants, so she (Jade Bailey, the Estrategy Development Manager for the Wynn and Encore hotels) reached out to the restaurant manager and passed along the photo of the guest. The restaurant manager then made it a point to greet and attend to the guest in question.”

All the upscale attention of the Wynn Hotel tied to the “foursquare”  shows this is a GAME you need to be in!

The City of Chicago is using foursquare to make city exploration fun!  “What we know of Chicago and what Chicago really is are two different realities, however, and that’s where the ExploreChicago Foursquare initiative comes into play. The city’s badge-style approach — themed around Chicago’s unique way of life — to encourage visitors and residents to unlock the history and culture of Chicago is truly avant-garde. Foursquare users can tap into hidden treasures in 77 different neighborhoods, explore 552 parks, and dine at more than 7,000 Chicago restaurants……. enthralled by how city partners on the initiative — like the Art Institute of Chicago — are inspired by the potential to bring the city to life and are actively promoting their participation in the game.

This is a GAME for real players!  Are you in yet?

5 Reasons to “Get In The Game” of foursquare.

  1. Business connections within a community. Supporting the local businesses and letting them get to  know you and all your social media connections. Let your friends know you are at a local business and share some tips about the things you like.
  2. Visibility. As more and more people sign up to participate across the WORLD they will be checking in at many of the same places you frequent.  They can connect with you and see your profiles on both Twitter and facebook with a click of the mouse.
  3. Showing your brand and activity in a particular neighborhood.  In becoming the Mayor of many places in a community you show how active you are in the area actually just doing what you do on a daily basis.  You are just adding the foursquare game into your social media mix. But this game could result in great business connections as you support the local merchants.
  4. Interesting facebook and Twitter updates. As you go through the day doing your business you can check-in around town and the information can be posted to facebook and twitter so your activity level on those venues is active while you are working. Social Media is about being “social” so what a fun way to connect with clients and local business.
  5. Social Capital. As you connect and communicate with local business owners sharing your satisfaction with their business you are building social capital.  They in turn could be supporting you and your business.

Are you ready to “Get In The Game” as the Cosmic Shift Happens?

Cosmic Shift Happens™ part 2 of 5

Cosmic Shift Happens™ part 1 of 5