A lightbulb moment

Wow, this is a genuine encounter, it happened in the last week and if there were anything that demonstrates the hill we have to climb as a business community, it’s this tale. My better half called me to say a headlamp bulb had failed on her car and could I get one on my travels, as she was going to work. She is more than capable of purchasing a light bulb but works for the NHS and was unable to pop out on that day. Anyway, I went to a Nation auto parts retailer, the one with black and orange signage that say they “won’t be beaten on price”, found a person that appeared to work there, “hello, where can I find a headlamp bulb for a car X please? “Err, bulbs are down there mate” I was presented with an ocean of bulbs and went back to the person and asked for some help to locate a bulb for a car X. The person said, “there is a screen, put the car details in and it will tell you what bulb you need”. After wrestling with the small screen and being told the car is a ‘car Y’ not a ‘car X’ and then after 3 attempts being told the car is nor recognised!! I went back to the person and said can you help please? The person said, “unfortunately they had to stock the shelves and if the machine wasn’t working, I should come back later!!” I then decided to go to the parts department of the car’s original manufacturer, starts with a B, ends with a W, (three letters) “Can I get a headlamp bulb for a car X please” I said? “Err, don’t think we ave one mate”, said the uniformed person. “Oh, can you look please” I said, “Oh, err, tap tap on his screen, oh ye, we ave one, its ￡11,” said the uniformed person. “Great” I said brandishing my credit card thinking my wife would be pleased I had been able to sort an issue with ease…. “Oh sorry mate, computer said its in stock but its not on the shelf, do you what me to order you one?” said the man, “yes please” I said “ok, I will call you later when it’s in stock” he said, “don’t you need my number” I said? “Oh ye” he said, so, with my number logged on the system, I was on my way, luxuriating in the magnificence of my partial accomplishment. No call came, I called the dealer and they tried to put me through to parts and I was cut off twice!! So, for many years I have driven past an independent shop ‘Birmingham Auto Parts’ at Lea Village, I went in and asked if “I could have a headlamp bulb for a car X?” the person said “let’s see what we can do”, he scampered off, came back with the bulb, asked if I needed it fitting, charge me ￡5 and was helpful, knowledgeable, interested and understood customer service. So, the takeaway lessons, stop spending big on adverts and hollow promises and start looking after your customers.