Our Customer Experience (CX) Audits.

Yesterday, we delivered a 90-page Customer Experience Audit Report to the leadership team of a major Auto Dealership Network.

This client is top-notch. They think they’re the best, and they wanted proof. They also wanted to know how they could up their game (love that spirit!).

What did we uncover? Some shining moments. Plenty of opportunities. Some definite shockers for their leadership team.

I won’t share their data, but let’s talk about some basic industry practices that need a BIG overhaul:

**Picking Up a New Car:** Bows, car covers, a sign with my name, keys with your dealer logo. Yawn.

**Heroic WOW Moments:** Rainbows and unicorns for a special client? Nice! But not a unique practice in the industry anymore and doesn’t scale.

**Valet Pick Up/Drop Off:** Efficient, convenient, but so many missed opportunities! When everyone offers it, it’s just an expected commodity.

Boring. Stamp your signature on it. And please don’t do something cliché.

**Manners & Communication:** Texts, Phone, In-Person, On-line, AI Bot… You think you’ve got it nailed. Your receptionist says, “my pleasure to transfer your call.” You’ll point to that. Then our audit team checks every corner. Your “nailed” just became a “failed.”

Do all dealership networks care about this? Nope. Many are happy with their bows and basic service. But for those aiming for top-tier owner experience reputation, here’s my advice:

👉 Challenge your historic practices (look beyond the auto industry). Meticulously train and inspect fundamentals (every employee, every interaction, every time). And create scalable signature experiences that stand out (if other dealers are doing it, it’s not a signature).

If demand for new vehicles declines due to economic conditions or tariffs, dealerships focusing on exceptional customer experiences will be best positioned to attract new buyers. Customers have choices. Why would anyone choose middle of the road when they could have exceptional instead?