While visiting 250 dealerships in the last three months, I drank a lot of coffee. It's one of the perks of visiting dealerships these days, is that everyone has coffee. But, while some dealerships just have coffee, others make coffee... and offer everything from fresh baked goods to sandwiches as well. The average customer, like the average consultant, expects two things while waiting in the lounge -- TV and Coffee. How the dealership handles these aspects of customer expectation reflects highly on the dealership. How great? If someone is getting service done at the dealership and the experience in the lounge isn't just right, do you think they will be back? Here are some points that impact the image: Is the coffee hot? Is the coffee fresh? Are there plenty of cups, creamers, sugars? Is the area clean? Several of the dealerships that I walked into actual was charging for coffee. Plain coffee, from a machine for 25c. The expectation of a customer is that...