I may be the only person in the world who enjoys taking her car in for service. In addition to regular oil changes and tire rotation, I do everything the guys at my dealership tell me to do: air filters, power steering flushes, brake pads, you name it. They follow the manufacturer’s recommendations, and I follow them.
It’s working for me. At 130,000 miles, all of which are mine, I haven’t had a single major issue with my car. At this point, I’m pretty sure that when I decide to replace it, it will be because I’ve gotten tired of it–not because it wore out.
Reliable car aside, the real reason I love my service guys is that I trust them. They not only tell me what they’re going to do and then keep their promises, but they also go out of their way to treat me (and my car, of course) right. Whenever they recommend a service item, they make sure to find a coupon to accompany it. When there are rebates offered, they make copies of the receipt and staple them to the necessary forms before they even tell me about them; all I have to do is mail them. They provide a comfortable waiting room with that includes a business center, a playroom to corral exuberant children, and free WiFi. Coffee, donuts, and pastries are free, too. These guys understand that building a relationship is the key to retaining customers.
By the way, I don’t have a luxury car. I have a mid-level Toyota.