Taking Care of Business, Chinese Style
BusinessWeek describes the experience: When you arrive at the dealership, you’re checked in at the gate. You’re escorted into the showroom, where you’re greeted by name. Gentle tunes waft from a baby grand piano in the corner. In the service department, you find leather couches, coffee, snacks and internet access. When your new car is delivered, it’s wrapped in a red ribbon and presented in a ceremony with friends and family present. Rolls? Bentley? Maybach? Nope. Toyota. In China, the Toyota Camry is a high-end car, and the dealerships treat customers accordingly. The salesmen don’t pressure the customers because that’ll make them think there’s something wrong with the car, and they’re available to take care of customers’ needs 24/7. The down side? Even the top salesmen make only about $14 commission per car, and that’s only if they manage to sell extras like GPS and backup sensors; otherwise they clear about $7. Perhaps they could make a bit more money running seminars on how to treat customers like customers instead of victims for their American counterparts.Â