CUSTOMER STORY | CASE STUDY
STARTING SITUATION
A new showroom. A new attitude.
The Pestuka car dealership has completely redesigned its showroom. Not only was the design updated – the entire showroom was consciously designed to enhance the customer experience.
The new showroom combines: vehicles and sales lounges that harmonize, a dedicated hospitality area with bar, consultation stages with digital visualization, sales lounges with maximum privacy, a multifunctional handover bay for staged vehicle handovers, and a quiet lounge on the first floor with workspace and retreat area for guests.
The central question of the project: How does a customer interaction become a moment of hospitality?
Kundenfeedback
Customer Feedback
“Coaching with Fabian – Highly Recommended
Fabian supported our team over several weeks as part of the Retail.NEXT project and created a very pleasant and professional atmosphere right from the start. What truly sets him apart is that he doesn’t just teach concepts — he explains the “why” behind them, which made a noticeable difference for our team. The highlight was a joint leadership day at the Mandarin Oriental Vienna, perfectly designed and filled with lasting inspiration. The feedback from our employees was consistently positive, and you can genuinely feel that things are moving in the right direction. A clear recommendation for any business looking to elevate its service culture and hospitality standards to the next level.”
Maximilian Handl, Standortleiter Autohaus Pestuka
Why now? Why host?
Product and price are comparable - what remains: service, experience, trust.
"In a transparent world with comparable products, the experience is what matters. Emotion instead of product focus."
85–95% of buyers research online before visiting a car dealership. Online reviews often determine whether someone even makes contact. Negative comments about service quality, friendliness, and reliability are a direct deterrent. (Source: ReviewTrackers / Mobile.de, 2022–2024)
76% of consumers terminate a business relationship after just one bad experience. (Source: Invoca, 2024)
What was the procedure?
The project began with a customized concept development phase – several online and in-person meetings, tailored to the new showroom and the team. This was followed by two training modules, each with 8–12 employees per day. Between the two weeks, an exclusive leadership training session was held at the Mandarin Oriental Hotel Vienna – including a hotel tour and workshop. During the second week, the insights gained were deepened and translated into individual playbooks for the new showroom.
Fundamentals, Mindset & Guest Journey
The first week laid the foundation. Employees from all departments came together – from reception to the workshop. Because: The guest experience doesn't belong to one department. It belongs to everyone.
Host mindset: From seller to host – what that actually means
Background knowledge from the hotel and premium retail industries – applied to the automotive sector
Market changes and their impact on the customer experience in car dealerships
Analysis of the new showroom and touchpoints: What works, where is the potential?
Practical group work: Developing a guest journey for different guest types
Creating experiences
The second week became more concrete. Based on the insights gained from week 1, processes were defined, WOW moments were developed, and real playbooks were created – tailored to each type of guest in the new showroom.
Language as a service tool: What words can do for the guest experience
Developing targeted WOW moments: Concrete, sincere, and narratable.
Individual scenario training: Practical situations from everyday car dealership life
Creating playbooks – individually tailored to the new showroom
Personal commitment of each team member
Excursion: Mandarin Oriental Vienna
A key moment of the project was a joint trip to the newly opened Mandarin Oriental in Vienna – one of Europe's leading luxury hotels.
Experience firsthand what hospitality culture truly means.
Comprehensive house tour with detailed insights into all zones and behind the scenes.
Seminar for executives: How do hotels create special experiences?
Workshop with hotel industry professional Hani: Real-world examples, concrete transfer to the automotive sector
Direct transfer: What can the automotive sector learn from the hotel industry?
What remains in the end
After three intensive weeks, the team at Autohaus Pestuka not only gained knowledge, they developed a new mindset. Customer experiences don't happen by chance. They are consciously planned, designed, and lived.
Defined guest experiences for all relevant touchpoints in the new showroom
Played-out scenarios for different types of guests – from initial purchase to workshop acceptance
Clear standards for greetings, waiting times, and farewells.
The power of language
A team that understands hosting responsibility not as a task, but as an attitude.
