When I bought two new Toyota Camrys in 2003, I made a point of getting all my preventive maintenance and repairs done at the dealership in Warner Robins, Georgia, where I purchased the cars. Sure, it was a little more expensive getting the work done there, but I noticed they always got the work done on time, it was done right, and they “knew me” whenever I walked in the shop. In fact, because I bought both cars from the dealership, they regularly sent me coupons offering discounts off all preventive maintenance.

Last year, I moved to North Carolina and started taking my cars to a couple of different repair shops for oil changes. However, with both cars due for a 60,000 mile workup, I opted to try the Toyota dealership in town. By chance, my wife mentioned to the repair department manager that the Toyota dealership in Georgia regularly sent us discount coupons. Without hesitation, the manager told us that while we may be “new” to his dealership, we are “old” customers and deserving of the same courtesies. On the spot, he offered us a 10% discount on the maintenance and promised we’d start receiving coupons in the mail.

Just like my old dealership, this new one did a great job on the preventive maintenance. The car was finished on time and everything is working as it should. In fact, I’ll be returning to this dealership for all my future service.

How about you? When you inherit a new, “old” customer, do you treat them like “new” business and make them feel special? A little courtesy can go along way.

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