A lavishly designed customer lounge, a golf simulator, and valet service are just some of the ways Policaro BMW in Brampton has raised the bar on the customer experience in its service department.
Speed, convenience and communication remain critical elements for busy customers, but Policaro BMW believes getting a car serviced should be time to be enjoyed rather than a chore to be endured.
The family-owned Policaro Automotive Family celebrated the grand opening of its seventh dealership, the 60,000-square-foot state-of-the-art showcase of all things BMW, in June 2016 in the 410 Mayfield Auto Mall.
And there, all customers are treated like VIPs. The unique Policaro Experience includes:
- BMW Express service in 80 minutes or less, with appointments available on short notice;
- Complimentary oil and coolant top-up between service visits;
- 120km Plus Club that gives Policaro BMW customers driving cars with more than 120,000 km a 10 per cent discount on parts and labour;
- Complimentary Bronze Detailing Package after any one-time repair of $1,000 or more at the Policaro BMW Detailing Spa;
- No charge tire changeover with the purchase of a tire package;
- Convenient mobility thanks to Policaro’s complimentary shuttle service and 24-hour access to reservation and pickup of a rental vehicle.
Policaro BMW also offers enhanced customer service packages. Its Experience Package, complimentary for M, 6, 7 Series and i8 customers, includes all standard services, plus: access to the luxurious Policaro BMW Bavaria Lounge designed by the world-renowned Ferris Rafauli. It features high-gloss exotic woods, slab marble flooring, glass walls and Rafauli’s line of leather furniture.
“In many ways, our dealership is leading the way into the future of automotive retail—dealerships are no longer just a place of sale, but experience centres—and the Bavaria Lounge plays a part in that,” said Francesco A. Policaro, general manager of Policaro BMW.
“We wanted a designer who could help us envision a space that was both exclusive and welcoming, the same way our vehicles are. Ferris Rafauli and his team truly delivered on that.”
The Bavaria Lounge also allows waiting customers to monitor their swings on a choice of 18 professional golf courses on a high-tech Trackman Golf Simulator.
The Experience Package also provides: invitations to Policaro BMW exclusive events, including wine tastings, Motorsport driving experiences, and golf tournaments; complimentary courtesy loaner vehicles with a prebooked service reservation; or valet service to pick up and deliver customers’ car to homes or offices within the GTA.
Experience Plus members enjoy all of the above services, plus: concierge service through a dedicated service representative; catered meals with a scheduled appointment; priority valet service; immediate service in urgent situations; upgraded courtesy vehicles; complimentary shuttle to Pearson Airport; and a complimentary Gold Detail Package once per year that includes exterior and interior cleaning, salt removal, fabric/leather protection, engine shampoo, alloy wheel & tire cleaning, and exterior paint touch ups.
It all adds up to taking customer service to a whole new level at Policaro BMW.