To retain personal contact with his growing customer base, Roger Bendet has installed a customer identification system at Lexus of Omaha that welcomes service customers by name and notifies designated staff members that they have arrived. He spoke about the system, called SmartService, with Special Correspondent Jenny King.
Why did you pursue your customer identification idea?
It will make each service customer feel special and will encourage staff to greet each by name.
What about privacy?
The only information displayed on the service lanes are customers' names in the welcome message. Employees can read the name, vehicle make, model, model year and vehicle color on a separate screen.
What are other applications for SmartService at the dealership?
We want to include our used-car customers in the program to encourage them to bring their vehicles, no matter the make, to the dealership for continued service.