Being a “non-auto mechanic”, I blamed it on the cold weather. Soon I caved in and determined the screeching sound coming from the engine area of my Ford Explorer might be a little more pressing than just a cool breeze rushing across the “frigus diametris”. This is an auto term pronounced FREE-Guz Die-a-met-tris.
In addition to not having a regular doctor (something I am coming to terms with), I don’t have a regular auto mechanic since “my guy” closed shop at midnight and did not leave a forwarding address. (Enough said.)
Long story short: I did not know where to check out or replace my frigis diametric.
Across from my bank there is an automobile repair joint I remembered seeing on my way to the post office. On route, I saw another fix-it shop closer to home and I drove in… and then out in the same steering motion. Lesson: First appearances DO make a HUGE impression. I continued to the one nearest the post office.
Upon entering M&N Repair, I was greeted by a woman who I thought was congenial and interested in determining if I was buying or selling. As we were speaking, the owner came through the back door and he immediately tuned in to our conversation. He didn’t “butt” in, he tuned in. There is a difference easily observed.
Without boring you to tears, they asked all the right questions in a way I could relate to. I left my car to be diagnosed.
The next morning, I received a call and a fellow explained to me in a language that I could understand what the snag was along with one additional concern. Admittedly, I am not a NASCAR follower and I really do not know much about cars, but I asked him if brakes were important items as he had indicated all four of them needed some attention. I agreed that I should have a set of brakes before the actual need arose.
When picking up the car, once again I was treated like a welcomed and appreciated customer, albeit now a customer a few hundred bucks on the light side.
Today’s message: When you do things right, people will take notice. In most instances in this day and age, customers do not expect this courtesy. Nor does a woman with 3 items at the supermarket expect the customer with 240 in front of her to wave her through to the cash register. (If you want a real thrill, try this one the next time the opportunity presents itself.)
When your customers see and experience high quality service, you will be better off for it.
Mike Marchev is the author of the sales book titled Become The Exception and is a popular speaker at industry events. You can receive a complimentary copy of his Special Report titled “Your 12-Word Marketing Plan.” Email Mike and put the number “12” in the subject box. Also, ask about his 3rd Annual Training Cruise coming in November. Mike@MikeMarchev.com.