I am going to share a story with you, that led me to today’s article and its message.
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. Long story short: I did not know where to check out or replace my frigis diametris
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 went in and out in the same steering motion. Lesson: First appearances DO make a HUGE impression.
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 working brakes should the driving situation call for such equipment.
When picking up the car, I once again 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. You might want to brush up on your CPR before pulling this tactic.)
When your customers experience high quality service, you will be the one better off for it.
Mike Marchev has plenty of stories, strategies and tactics to keep you on top of your game. Ask to be placed on the distribution list to receive his periodic Motivational Memo. Click Here to Join Now.
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