36 Business View - February 2016
Carson City Toyota/Scion
Customer satisfaction is the number one goal
In days past, when you had to bring your car in for ser-
vice, it wasn’t always a pleasant experience. Waiting
rooms were not particularly welcoming and the com-
fort of the customer was not always on the mind of the
dealership or the shop’s owner. And buying a new or
used car was also often less than fun. Salesmen would
sometimes pressure customers into making quick de-
cisions, or pad prices, or sell unnecessary contract ex-
tras. After-sale service was not a given and financing
terms may have been less than straightforward.
But that’s certainly not the typical customer experi-
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