From my life experiences, I have noticed that the majority of “non-car people” assume that when it comes to a Porsche, you’re only paying for the name and that the price of one does not reflect the cost of parts. On the other hand, you have a solid domestic like a Ford. A Ford is a fine vehicle and by no means am I saying otherwise, but the differences between the two are much more than what the numbers on the invoice reflect.
So, what are some of these differences? And how can they be equated to the kind of customer service you provide?

1. Quality: In a Porsche, the ergonomics of the steering wheel and shift knob, plus the comfort of the seat that holds you in place no matter how hard you’re cornering, is unlike any other design. A Ford is also designed with the driver in mind, but they skip out on creature comforts due to costs. The price of a Ford is kept low to make it affordable, which is good when it comes to buying a car. But, cutting corners when it comes to your customer service is just downright unacceptable in today’s customer-driven world. A steering wheel that’s easier to grip or a seat that doesn’t let you slide around gives an added sense of stability to a customer, letting them know that they don’t have to worry about being taken care of.

2. Craftsmanship: Let’s go all out and talk about a 911 GT3 RS. From the personalized touches like alcantara trim everywhere to the custom painted mirror trim and headlight washer covers, all the way to the legendary Guards Red seat belts, everything is precise and meaningful. Fords are comfy and look pretty cool, but do you really get to choose between a leather or alcantara glove box? Can you match your sun visor to your seat belt trim? I don’t think so. Craftsmanship in your customer service is going that extra mile and caring about the details. A good, meaningful relationship with your customers will sure make them feel like they got to choose a set of custom floor mats with leather edging to go along with their leather key pouch.

3. Experience: When you walk into a Ford dealer, be it to either buy a Focus or a Mustang, you’ll liked be gifted a few free oil changes before being on your way. This is definitely an acceptable amount of service, if not better than a different dealership altogether. At a Porsche dealer, you also sit down with a sales advisor likely over a cup of coffee. But, they ask you about what you really want out of your car. You’re instantly a part of a community of other Porsche enthusiasts that really know what it means to get out there and drive. This is exactly what your customer service experience should be like. Your customers should be able to call you about what they really need out of the relationship – and then you deliver on it. Even if it is just for visual appeal, you should be the custom option instead of leather – because it’s what your customers want.

The quality, the craftsmanship, and the overall experience of a Porsche come with a price tag. When it comes down to it, you can offer the norm of basic customer service – or you can be undeniable and worth the price being paid.
photo credit: © Jeremy Stoutamyer

 Back again for some more car talk, Dude Diligence explains his thoughts on customer service – and why you should be offering a luxury experience. Like what Andy has to say? Comment below or email him directly.