How Mark Miller Subaru creates exceptional customer experiences with Uber for Business
Mark Miller Subaru is a 2-location dealership group in Salt Lake City, Utah, driven by a desire to make a lasting positive impact. By putting their customers and community at the center of everything they do, the team at Mark Miller Subaru embodies the Subaru Love Promise to support local causes that matter.
Leading with heart
“We strive to create memorable experiences for our customers,” says Jake Boyle, Director of Guest Services at Mark Miller Subaru. “In the automotive world, there are few things that distinguish one car from another—it comes down to the customer experience. We work really hard to create a customer experience that they won’t get elsewhere.”
Customer benefits include transparent pricing, 2 cafes, valet car dropoff and pickup or Uber rides during service appointments, and more. Mark Miller Subaru also partners with 7 nonprofits each year focused on causes like pets and the environment to support its community. The dealership group promotes its charity partners and raises donations for them through on-site events like the Make a Dog’s Day celebration.
Customer-centric sales and service
Mark Miller Subaru’s customer dedication begins with its Principles of Love, which include the Promise Price Guarantee: a negotiation-free car-buying experience. Car buyers won’t pay over MSRP and don’t have to haggle or negotiate. This extends to service work as well. “We believe that sales will sell the first car but service sells the second car,” Boyle says. “Customers have to have a good service experience in order to come back and do it again. We really hope to see them every 6 months.”
Providing courtesy rides with ease
A great service experience for Mark Miller Subaru customers includes Uber rides in lieu of a shuttle service. “We use Central anytime we give customers a ride within 20 miles to the store while their vehicle is being serviced,” Boyle says. Customers can go back home or to work, then the team will arrange rides so they can return when their vehicle is ready. “A shuttle can only be in one place at one time,” Boyle adds. “Going away from shuttles to Uber rides was a beneficial change that allows us to help more customers.”
The dealership offers customers another choice using Uber, too: getting their vehicle picked up before the appointment and returned to them after work is completed, minimizing disruption to their day. To do that, the service team uses Central to request a ride with Uber for valets to avoid needing chase cars during trips.
The Mark Miller Subaru team’s hard work has paid off—plenty of reviews boast happy return customers. Says Boyle: “We go above and beyond to create unique experiences for our guests, to make sure they feel special when they choose to do business with us.”
Uber for Business can help your dealership drive great customer experiences.
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