I recently had the pleasure of purchasing a new car. I had been watching and researching for a while, but not quite certain what I wanted to get. It just so happened that simultaneously my 16 year old daughter started driving so I needed to purchase something used for her as well. Knowing what I wanted to purchase for her, I kept my eye out and found the car at a local dealership. It was one of those “no-haggle” deals and within two hours of the test drive, we had sealed the deal. My customer experience for purchasing that vehicle was very positive, though not over the top.
However, during the process, the salesman had dropped a few hints about some new cars on the lot and he was very personable and went out of his way to acclimate my daughter to her new car and follow up in the few weeks after. So, I called him the following week and told him exactly the car I wanted and the price I was willing to pay. He proceeded to make my customer experience the absolute BEST I have had in the history of purchasing a new vehicle. The question boils down to WHY? It was all in the details. It was not just the price or the timing or the person. Here is what made me believe it was over the top.