We have all been there - well, those who haven’t are lucky or have done some seriously good research -  and booked a reservation online because we were not only mesmerized by the pictures. The price was right. You add perfect pricing with amazing photos, and man do you feel good! You feel like you have won something! Seriously.

This is all very exciting except for when you arrive the pictures are nothing like the ones you had seen online. It sure does set your experience off on the wrong foot, no?

Well, let’s face it. Dealers are also expected to uphold certain standards in appearance and atmosphere in the Service Lane.  

Here are some top things to avoid & do to enhance your customer's experience:

1. You want to make sure your building is free of smoke smell. There is nothing worse than walking into a building that wreaks of an ashtray. It will inevitably turn off the customer.

2. If you offer amenities such as hot dogs or sandwiches, make sure to keep the food area clean. Making sure the food is presentable. No one wants a burnt, shriveled hot dog that has been left out since yesterday morning. Lastly, make sure employees are not lounging in the customer waiting area eating the food. The customer might not feel comfortable settling in if there are employees in the chairs and eating the food.

3. The bathrooms should always be stocked, and if you do not have a cleaning company, you might want to assign a detailer/porter to check the bathrooms throughout the day. Our customer does not want to have to dry their hands on their pants. It is just awkward.

4. Try and keep the chairs as clean and orderly as possible. If you have leather chairs, make sure to wipe them down. If they are torn and dirty, it sure doesn’t make for a nice place to sit. Let alone spend money in.

5. Wi-fi - make sure to have wi-fi that is in alignment with your OEM standards. Not having wi-fi can make the visit a drag. Not to mention, it is a *great* way to get the customer’s name & email. This is common practice at hotels.

6. Music - try and refrain from playing music with curse words or content in which can be deemed too racy. Remember, it is a family environment. This isn’t a club.

The cleaner and nicer your service lane is the better the customer's experience will be. The better their experience is, the more s/he will spend!

How do you handle keeping your Service Lane clean and organized?