Why Customer Experience Matters More Than Ever
In this episode of Inside the Lease, Kelly Strausser and Chase Kennemer discuss what makes D&M Leasing different from the traditional car-buying process. The conversation explores how an independent leasing company gives consumers access to every make and model, how lease consultants help customers compare options across brands and why a new car lease can sometimes make more financial sense than buying a pre-owned car.
The episode also takes a closer look at the culture behind D&M Leasing. Kelly and Chase explain why employee tenure, long-term customer relationships and a commitment to service have helped the company earn national recognition for customer satisfaction, workplace culture and auto leasing.
From home delivery and digital paperwork to ongoing support throughout the life of a lease, this episode offers an inside look at a car leasing experience designed around the customer instead of the dealership.
Why Customer Experience Matters More Than Ever in Car Leasing
The way people buy cars has changed.
Consumers can compare prices online, research reliability, apply for financing and even complete paperwork without stepping into a dealership. Yet one part of the process often feels the same. It can still take hours. Customers may visit multiple dealerships, negotiate with several salespeople and leave wondering whether they made the right decision.
That’s one reason independent leasing companies continue to attract consumers looking for a different experience.
In the latest episode of Inside the Lease, D&M Leasing Chief Operating Officer Kelly Strausser and Vice President Chase Kennemer discuss how customer expectations have changed and why the leasing experience should be built around the customer instead of the dealership.
One of the biggest differences is choice.
Traditional dealerships represent a single manufacturer. Independent leasing companies work across multiple brands, giving customers the flexibility to compare makes and models based on budget, driving habits and long-term goals instead of limiting the conversation to the inventory on one lot.
That perspective often leads to better recommendations.
A customer may call asking about one SUV and discover another model holds its value better, qualifies for stronger lease programs or delivers a lower monthly payment. In some cases, a new car can even lease for less than a comparable pre-owned model because of stronger residual values and manufacturer incentives.
The conversation doesn’t end once a car is selected.
At D&M Leasing, much of the paperwork is completed electronically before delivery. Instead of spending an afternoon at a dealership, customers can have their car delivered to their home or office with the documents already completed and the features of the vehicle explained before they drive away.
That approach reflects a broader philosophy.
Customer relationships are built over years, not transactions measured in hours. A lease typically lasts three or four years, and circumstances often change during that time. A new job, a growing family or a longer commute can all affect how someone uses a car. Staying connected throughout the lease helps customers understand their options long before it’s time for their next decision.
That commitment to service is reflected in D&M Leasing’s customer retention and industry recognition. More than 70 percent of the company’s business comes from repeat customers and referrals. The company has also earned national recognition for customer satisfaction along with repeated honors as a Top Workplace in Dallas-Fort Worth.
Technology has changed the way people shop for cars. The fundamentals of great customer service haven’t changed at all.
Consumers still want trusted advice. They want someone who understands the leasing process, explains their options clearly and helps them choose the financing strategy that fits the way they actually use their car.
That’s the experience D&M Leasing has worked to deliver for the past 50 years, and it’s the reason so many customers return when it’s time for their next car.