That's the key element. Fechi has instituted several policies to help build customer loyalty and provide high levels of service. For example, the dealership either provides free loaner cars to customers when their cars are being serviced or has a staff member ferry customers to and from work. Problems, no matter how small, are handled immediately. Office staff in the service department not only make service appointments but also follow up on the work progress and later explain to the customer what has been done.
Mechanics document what was wrong with the car and how the problem was corrected.
Each area of Fechi's dealership operates as a separate business with a specialized focus. According to Fechi, when it comes to building customer loyalty, there is no middle ground. Fechi obviously practices what he preaches. His dealership is No. 1 in the nation for Subaru new car sales. We put effort into everything we do.