The Best Choice for Whom?
I think it’s a safe assumption that I’m not the only customer who wants options, whether in terms of buying a new product or a solution to a problem. As a customer, you want to feel you have some say and/or power, a choice in how your business could be handled.
Turning the Tables: What kind of customer are you?
Being a better customer can often get you better service. Think about how good you feel when a customer of yours is pleasant and understanding of a situation that might not have gone very well. In my experience it just makes me want to help a whole lot more than when they come on strong and say agitating phrases like, “That’s not acceptable!”
I remember a time when my flight home out of Chicago was canceled after we were on the plane and ready to go. People were freaking out. They went running up to the counter and some even started yelling obscenities at the young lady working there, who had no fault in the matter and was trying to help rebook passengers on other flights. I was about 20th in line and could see her frustration mounting while each passenger in turn gave her a verbal beating. It got to the point where she started telling them all that there was nothing she could do about getting them out that night and that they would have to go to the ticket counter all the way back in the main terminal to make other arrangements.
It’s not What You Do, It’s the Way You Do It!
Presentation is critical in dealing with comebacks or other customer concerns
Good intentions are wonderful, but they are only a concept until they are put into action and properly executed. For example, you may be more than willing to take care of a comeback or other not-so-enjoyable customer situation, but is that what your voice and mannerisms convey to your customers?
Rounding It Down
Did you ever get excited about the prospect of paying a visit to your local deli for coffee or a sandwich? I do every time. From the point of view of a marketing and sales consultant, doing business in this store is an absolute and rare pleasure, the kind of experience we should provide for our customers every time. Because I witness so many doing it wrong, it’s extremely refreshing to deal with people who go out of their way to do it right day after day.
When Things Go Wrong
Customer service in the transmission and auto-service business begins when something goes wrong. If nothing ever did, there would be no need for it. So you have to figure that in virtually every after-sale customer-service situation, somebody didn’t get what they either wanted, needed or thought they were entitled to. That means that emotions are running high in every one of these instances. People range from being mildly upset to fighting angry. Often an otherwise calm, friendly individual can turn into a monster before your very eyes.
The Difference Between Ordinary and Extraordinary Service
Quality cannot be compromised when cars are repaired, and customers should never be surprised the way my wife was when picking up her truck. If we have to wait for the “right” clip, or even weld, grind, tap and drill a part to ensure it is “right,” we need to communicate that information to the customer so they can make an informed decision. We all need to be diligent about the “little things” when we finish a job. Who wants to have the “Check Engine” light pop on or have parts fall off on their way home?
Finish the Swing
The reference to finishing the swing has to do with the completeness of our actions. In golf, if you stop the swing just as the club makes contact, the ball isn’t likely to go very far or straight or up in the air for that matter. Any pro will tell you that you have to finish the swing, meaning to follow through, if you want good, consistent results.
AOS: Absolutely Outrageous Service
So what does impress customers? Things they have never seen an automotive shop do. Things that are so far from normal they will be remembered and talked about at gatherings for years to come. Like, “Let me tell you what happened when I went to get my car fixed. I just couldn’t believe it.”
