Dealer Mungenast on keys to customer retention

December 17, 2012 - 12:01 am ET
At Ray Mungenast's signature Lexus store in suburban St. Louis, a commitment to customer satisfaction lives in the form of a fireside lounge, an in-store coffee bistro, and nearly three dozen service bays that have kept the traffic flowing, even when times were tough. All part of a legacy created by his father, Dave, a motorcycle lover who opened his first Toyota store 46 years ago. Like his dad, Ray also heads AIADA. And as his term winds down, he's seeing the nation's fragile economic recovery at risk.

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