Reman U
- Author: Angie Daugherty
- Subject Matter: Customer service
Every 3,000 miles, I get to make a decision – where to take my car in for an oil change. Typically, I take it to my usual place, so it’s kind of a non-decision. But on my most recent visit, their customer service was particularly terrible.
The lure of this place was convenience. An oil change in less than 20 minutes and I didn’t even have to get out of my car? The magic! I always assumed because I was sitting right here, all the basics would be touched on. Check tire pressure, top off fluids, and let me know if my car needs additional TLC. The last few times, though, I had to ask for all of these things – something that is supposed to come with the service I’m paying for. To make matters worse, I was met with a poor attitude that left me feeling uncomfortable.
So what was I to do this time? Go back, risk a bad experience, and pay for an overpriced oil change that makes me upset?
Last night, I picked a new spot.
I was greeted by a friendly technician. We talked about my car and he asked if this was my first time at his business. When I said yes, he showed me to the lobby to wait while they worked.
A few minutes later, another technician greeted me and asked about my service record, oil type, and whether or not I’d like a tire rotation since my car was due for one.
After 30 minutes, my car was done. Oil changed, tires rotated, car vacuumed, wiper fluid topped off. When checking out, I told the cashier about how happy I was with my first time visit to their shop – and was even given a coupon for my next visit.
The quality of customer service is what really prompted me to try a new spot, but if I hadn’t decided to be a better customer, I don’t know that I would have changed at all. By asking questions and looking at where I was giving my business, I was able to see just how bad things had gotten.
Customer service is a big deal, but so is being a good customer. As a customer, advocate for the services and expectations of the businesses you visit. As a business, don’t give me a reason to stray. I’m happy to be a repeat customer if what is expected is what you deliver.
Angie Daugherty is Girl Wonder at ETE Reman and part of the Reman U author team. Reman U is a free e-newsletter that delivers best practices, lessons learned, and tricks of the trade to help you build a better transmission business.
