Comfortable Lounge Areas
Lexus of Route 10 of Whippany, N.J., focuses on how to best serve customers in the community. After new ownership stepped into the picture in 2011, the dealership began to focus entirely on the customer experience.
“Our new CFO, Gary Gabriele, who managed hotels for years, [brought] his influence in,” says Brad Vaill, guest relations director. “It doesn’t have to feel like a dealership.”
When customers visit the dealerships service department, there are a plethora of amenities that are offered at their fingertips, Mauriello says.
Lounge chairs, massage chairs, and a quiet study area—this dealership makes sure customers are comfortable throughout the time of service.
“Because of where we live and the area in New Jersey [where we’re located], [traffic] can block out an hour and 10–15 minutes per day,” Mauriello says.
In the instance that customers want to ditch sitting in traffic, the service department has three designated areas that are open to use.
“[There’s a] lounge area where noise is kept down a little bit; we have closed-captioned TV screens,” Mauriello says. “Behind there is an eight-seat, almost like a bar, that people can plug in their phones and there is also full massage chairs.”
In addition, there’s an upstairs waiting area that’s completely quiet, Mauriello says.
“We try to have the writer’s encourage [customers to wait],” Mauriello says.