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Answer Upon - Service is a Two-Way Street
Years of Gallup Organization polls say consumers believe service quality in the U.S. has fallen and will continue to fall. Brand loyalty has been declining for years. The biggest gripes of customers are failure to do work correctly, slowness, high cost and employees who are unqualified, indifferent or even rude.Some typical examples of poor service:Government ag
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Bravo to you and to your mechanics. This story illustrates three key principles in service.
First, Paul and Mike understand the ‘lifetime value of a customer’. You have been bringing your car to their shop for six years. You have likely spent thousands of dollars with them during this time
Questions are the tools of the trade for life coaches. We revel in our clients saying to us, “That’s a really good question!” A statement usually evoked by a simple, yet profound question such as, “What do you want?”When someone asks a question, others are compelled to answer it. At the same time, questions stimulate thinking in both the person asking the question and the p
I was having trouble with a set of tires I purchased for my automobile. The ride was rough and unacceptable. The store was willing to exchange the tires or give me a refund. However, it was not definite that the tires were actually the cause of my problem.
Paul, the mechanic servicing my cars for the last six years, offered to take a look. His son Mike did a diagnostic check that took an hour and a half. Afterwards, they explained what the real problem was. Then they offered a recommendation and I followed their advice. The problem was resolved with an exchange of tires to a different model.
This service from Paul and Mike is excellent customer care. But it gets even better. Paul refused to accept any payment from me for the diagnostic service performed on my automobile. And it gets even better than that! Five days later I received a ‘Thank You!’ card from them both. They thanked me for letting them serve me even though they didn’t charge anything after discovering the cause of my problem. Now that is great customer service!
I turned around and thanked them and their crew by having pizza sent over to their repair shop for lunch. The entire experience was truly delicious ‘food for thought’.
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Bravo to you and to your mechanics. This story illustrates three key principles in service.
First, Paul and Mike understand the ‘lifetime value of a customer’. You have been bringing your car to their shop for six years. You have likely spent thousands of dollars with them during this time.
Strategically situated with both Atlantic and Mediterranean coastlines, Morocco stayed independent for centuries while developing a rich culture blended from Arab, Berber, European and African influences. Today one of the fastest growing economy in Africa, in 2005, the Moroccan GDP grew 7 %, 6.7 % in 2006, Morocco is also Europe’s nearest exotic location and has new free trade agreem
This service from Paul and Mike is excellent customer care. But it gets even better. Paul refused to accept any payment from me for the diagnostic service performed on my automobile. And it gets even better than that! Five days later I received a ‘Thank You!’ card from them both. They thanked me for letting them serve me even though they didn’t charge anything after discovering the cause of my problem. Now that is great customer service!
I turned around and thanked them and their crew by having pizza sent over to their repair shop for lunch. The entire experience was truly delicious ‘food for thought’.
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Bravo to you and to your mechanics. This story illustrates three key principles in service.
First, Paul and Mike understand the ‘lifetime value of a customer’. You have been bringing your car to their shop for six years. You have likely spent thousands of dollars with them during this time
If you are interested in becoming an electrical engineer, there are many electrical engineering careers that are excellent career choices. While becoming an electrical engineer can take a bit of schooling, studying, and hard work, the variety of electrical engineering careers that are available often make it worth the years of working towards the goal. If you are considering getting
I turned around and thanked them and their crew by having pizza sent over to their repair shop for lunch. The entire experience was truly delicious ‘food for thought’.
***
Bravo to you and to your mechanics. This story illustrates three key principles in service.
First, Paul and Mike understand the ‘lifetime value of a customer’. You have been bringing your car to their shop for six years. You have likely spent thousands of dollars with them during this time
Recently in a report by the Federal Trade Commission they listed as one of the reasons to pro-over disclosure policy was the cost effectiveness of the franchise rule. Citing that it saved franchisors and franchisees money to do it that way. How can the FTC in good faith write the words “Cost-Effective” describing Disclosure laws in any industry, including franchising. There is nothi
I turned around and thanked them and their crew by having pizza sent over to their repair shop for lunch. The entire experience was truly delicious ‘food for thought’.
***
Bravo to you and to your mechanics. This story illustrates three key principles in service.
First, Paul and Mike understand the ‘lifetime value of a customer’. You have been bringing your car to their shop for six years. You have likely spent thousands of dollars with them during this time
Being a student, a person needs to look for summer jobs, to keep up with the expenses for school and fun activities. This task is not always easy, especially when you are studying at an American branch university and you have to pay tuition as well. So getting a summer job obviously rules out getting a job in your home Eastern European country as that would pay for only a couple of b
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Bravo to you and to your mechanics. This story illustrates three key principles in service.
First, Paul and Mike understand the ‘lifetime value of a customer’. You have been bringing your car to their shop for six years. You have likely spent thousands of dollars with them during this time. They can afford to give you an hour or two of diagnostic service at no charge. And with a gesture of generosity like that, you will spend thousands more with them in the years to come.
Second, the card they sent you was a brilliant investment of time and effort. Writing the card took no more than five minutes – yet it created an emotional impact no amount of paid advertising will ever match. Your ‘positive word-of- mouth’ when telling this story to others will be more credible than any newspaper advertising, more lasting than any radio or television commercial. Great service providers, Paul and Mike. (Smart business people, too.)
Third, your action in sending a pizza and sharing your story with me demonstrates that great service really is a two-way street. What you send out comes back. What goes around, comes around. When you give with a generous spirit and an open heart, the world brings great things back to you.
Wishing you all the best. May you continue to enjoy smooth rides and smooth service.
Key Learning Point
Delivering superior service isn’t rocket science. The fundamentals of world-class service are easy to learn – but not always easy to apply. What makes one service provider better than another is not mo
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