Jaguar Land Rover North Scottsdale isn't just puttin' on the ritz for its customers. It's taking dealership employees for afternoon tea at the nearby service-oriented Ritz-Carlton hotel as part of their training.
A new training program for customer-facing employees helps them "experience what our customers are used to," said Bobby Perich, general manager of the remodeled 10,000-square-foot store in Arizona that now houses both British brands.
The dealership's buyers have very high expectations wherever they go, including high-end restaurants and hotels that his staff can't afford, Perich said.
Perich takes three or four employees at a time -- concierges, valets and vehicle loan staffers.
His point to staffers: The store's customers "need to get the same, if not a better, level of service when they come to the store."
The training starts with lunch at the nearby upscale Capital Grille steakhouse: "The first time we went there and we valet parked, there were six cars in the valet circle, and four were either Jaguars or Range Rovers."
Later in the day, the group goes to the Ritz-Carlton in Phoenix for tea.
"They have a tea room with a formal tea setting," said Perich. "It is very opulent and over-the-top with the china, the music, the piano player and the explanation of the tea."