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Service Drives Brand Loyalty

November 4, 2014

Advanced Auto SciencesYesterday I dropped nearly $1,000 on maintenance for my 2008 Acura TSX. It’s got over 150K miles now, but after being underwhelmed with the new Acura TLX, I’ve decided to forego an upgrade at this time, and keep running on my “old” technology at least another year. The TSX runs great, gets 30+ MPG, and has been pretty bullet-proof mechanically. For example, yesterday was the first time the front brakes were replaced. In addition, a tune-up and complete fluid replacement were done for the first time. One of the primary reasons I want to stay with Acura is its reliability, and because of the service I receive at Advanced Auto Sciences. David Hackett and his team epitomize professionalism and integrity. Twice before, at 80,000 and 120,000 miles I brought the TSX in for the brakes, and both times Dave said, “you don’t need them yet.”

Again, my loyalty to Acura is driven by the services I receive from an Acura “partner.”

To B or not to B(MW)
As I considered upgrading my 2008 product for a shiny new one with new features and functionality, I did look at some competition. Specifically, I drove a 2014 BMW 328i xDrive. What a beautiful car and ride! It was my first time experiencing an “ultimate driving machine,” and I while I was impressed, I was not seduced. Not yet, anyway. Why? Anecdotal information on BMW reliability and service. Of course, I’m a data and research geek, so I’ll confirm or dispel these notions with numbers. Oh, and then there’s this whole BMW thing

I love tech bells and whistles, but I also want a product that “just works,” and isn’t a service nightmare. Maybe it’s just me being a “service” guy, but when I need service, I expect the experience to be a good one.

When you’re shopping for technology, how much does the service experience factor into your thinking?

3 Comments leave one →
  1. Valerie Welland permalink
    November 4, 2014 10:31 am

    Service is everything. You only spend a day with the sales person, the rest of your experience is with the service department. I was a loyal customer of a particular dealership for over 15 years because of the service dept. The dealership changed hands and guess what changed? So moving onto a different brand/different dealership for my next car.

  2. November 5, 2014 8:51 am

    When shopping for technology, typically service does not factor into my buying decision because I expect it to just work as you suggest. Furthermore, should it not work as I expect, it will be fixed or replaced or I will find those products and services that will satisfy my expectations. Kinda where we’re going with Cloud Services don’t you think . . . or, don’t you . . . ?

  3. November 5, 2014 9:13 am

    “or I will find those products and services that will satisfy my expectations.” – Exactly, Bert. That’s why it’s imperative that our new SaaS customers receive the experience they expect. To paraphrase the Glimmer Twins, “If we can’t rock them, somebody will.”

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