ORIGINAL: joeyr
Great story. Most dealers wouldn't give them a spare tire, much less a car. People would be suprised how important customer service/relationships are to a business. I am sure that those people will tell everyone how well this dealer treated them, and many will remember the dealer when its time to buy. More business and publicity, all without a markup or any underhanded tactics.
Your right about that. Look at Saturn for an example. Until recently, most of their cars were really undesireable yet they were successful purely on the basis of having excellent customer service and a friendly environment. The places where I do business are the ones who treat me like family, not as a means to an end.