I met Brad Kowerchuk when I was doing a seminar on “The Simple Truths of Service” in Saskatoon, Saskatchewan, Canada, last year. He recently sent me this story about a wonderful customer service experience getting his car fixed:
On Wednesday, I had my car into the wheel alignment shop… these folks came highly recommended and the car needed some TLC.
Now, a wheel alignment is not a purchase that is full of dazzle – you just expect that they know what they’re doing and that the job gets done right. And, usually the people you meet have little enthusiasm either; they just fill out the paperwork and you all move on. Maybe because of the above, I have lowered expectations, but I must say that I was very pleasantly surprised when I picked my car up. From the welcoming smiles, to the efficient processing of the paperwork, everything was first class… but I haven’t gotten to the best part yet!
Here’s what really stood out – instead of handing me my keys across the counter, the service rep walked all the way around the counter, handed me my keys… then, he shook my hand, looked me directly in the eyes and thanked me for my business. Even further, he asked if I would call in a couple of days to let them know if everything was working ok.
Wow! Now, that is outstanding customer service! And, what did it cost? Nothing in money terms, and perhaps an extra 30 seconds in time!
If a service rep at an auto repair shop can wow with a great customer service experience, what can YOU do in your job to wow one of your customers? Do you have an extra 30 seconds in your day to make someone feel special?
Thanks, Brad, for sharing this story. It exemplifies the foundation of all my work — how just one person and a little extra time and caring can make such a difference in all of our lives. To learn more about Barbara’s work, go to www.barbaraglanz.com.
