Does your business have a customer waiting area like auto dealership service departments? If so, you´ve probably got a color TV in there, perhaps some magazines, maybe even a couple of toys for the customers´ kids.
Want to improve the customer service experience and perhaps generate some additional revenue? Why not add wireless Internet access so that your customers can do some work while they´re waiting? My kids and I went to our Ford dealer to get my car´s oil changed. They have a large customer lounge with a room off to the side where they´ve put a couple of TV´s and some electronic games. In the main room is a large TV, and new semi-comfortable armchairs. Vending machines and free coffee complete the picture. Additionally, they have a large round table, and a work area along one wall that also contains a courtesy phone.
I noticed one customer fire up her laptop and start doing some work. I wondered if she was on the Internet, but when I glanced over there I could see she was working on a Microsoft Word doc.
I´d like to see wireless Internet access added. Sure, it would cost the business some money each month, but for those of us who don´t have Blackberrys or other similar phones, that access might mean the difference between using this dealership and another that didn´t offer that feature. But while it would be nice, it wouldn´t be the deciding factor in my case. What would make me spend more money there per year would be the fact that I don´t have to wait for breaks in my schedule to make a trip to the dealership. I could drive my car there, work for a couple of hours using the Internet, then leave when my car was ready. I´ve been delaying some repairs because of the disruption in my schedule caused by taking my car there.
Amy´s Ice Cream, a regional chain of really AWESOME ice cream has free wireless. Many other businesses are going wireless for their customers as well.
What if you added this new "extra" to your waiting area then launched an e-mail and flyer campaign to advertise the new service? For example, for the first 30 days, every customer using either the service department, body shop, or buying a car would receive a flyer advertising this service.
You added the TV to make the customer´s waiting time more enjoyable. Why not Wi-Fi access as well?