Words Only Matter with Action
Tara "The Multifamily Mentor Matchmaker" Samuels, CAS
?I Help Match People with Mentors & Help Companies Hang on to Their People ?? National Speaker ?? Project 66 Creator: a Journey to Improve My Self-Talk (inspired by Atomic Habits)
We see it everywhere. Customer Experience this, Customer Experience that, #CustomerExperience, blah, blah, blah.
But, how many businesses are truly putting their money where their mouth is?
Of course, words matter. But as a customer, actions matter more.
I'd like to call your attention to a recent experience with a local auto repair shop near my house called, Pit Shop Auto Repair.
I wish it wasn't true but it's still daunting to enter any establishment that has to do with cars - dealerships, tire stores, repair shops, you name it. I don't know a carburetor from a flux capacitor. In fact, I had to look up how to spell both!
However, what I do know is how I want to be treated. And, Pit Shop in Libertyville, IL has figured it out!
Right when you walk in, you are greeted by a smile and a friendly "hello" AND your name on a chalkboard next to the other expected customers of the day.
Bam, I immediately felt important!
As I stood there completing the check-in process, I realize that I'm not inhaling typical fumes of a repair shop but rather the calming scent of lavender from the aromatherapy machine perched on the windowsill. So smart!
As a professional home stager, I take notice of the interior that features a calming paint color, warm wood floors and pleasant lighting. I immediately feel calm.
Just as I settled in with my laptop in the lounge area with a cup of coffee, one of the mechanics came over to review the results of my service, ensure my questions (if any) were answered and accompany me back to the front to check out.
After payment, a gentleman named Matt asked me if I prefer chocolate chip, peanut butter or oatmeal raisin cookies. Puzzled but salivating, I exclaimed oatmeal raisin! He hands me an entire package of cookies with a branded sticker on the front that reads:
"Thank you so much for choosing Pit Shop Auto Repair to service your vehicle! We are honored for the opportunity to get your vehicle running in tip-top shape. Please feel free to reach out with any questions or concerns."
Brilliant.
Two days later, I receive an email from the mechanic, Drew, the actual person who serviced my car! Not the front desk person or the manager but the mechanic himself.
More brilliant.
The email first thanked me for choosing their business and then asked for a "small favor." They requested a Google or Facebook review and in exchange they gave me $25 off my next service. He also said, "If for any reason you feel that we don't deserve a 5-star review, please call or email me right away so that I may correct the situation!"
Who does that?
I was there for an oil change but left feeling like I was at a spa!
Now ask yourself, how much did the little things they did cost, and do you think I'll go anywhere else to service my car?
In summary, no matter who you are or what you do, please take something away from this experience and apply it to your business.
#NowThat'sCustomerExperience
P.S. When I got home, I immediately ordered the aromatherapy machine for my home office.
Great share, Tara!
INFLUENCER, CX Strategist, Speaker & Mom of Boys
3 年I love this! Your story reminds me of Hare Chevrolet in Noblesville! My husband and I have purchased several cars from there over the years. There service too, is intentionally thought out, warm, welcoming, personalized and excellent! They offer cookies, drinks and popcorn as well. The down side to this story is that a few years back I changed to a local #BMW dealership. One might think that the service at a place like that would dwarf that of a #Chevy dealer, but the opposite is true! Another critical aspect of #customerexperience is that it must first consistently meet the consumers expectations of the brand. I could go on and on but suffice it to say that I am honestly considering a Chevy as my next vehicle just to get back to that dealer.
Multifamily Leader, Mom ??????, Triathlete ????♀? ????♀? ????♀?, CREW Network Member, and Licensed Managing Broker ??????
3 年I took my kids out to breakfast and had the most amazing server. Attentive but not annoying. He anticipated my needs before I had them. As I left I realized I should have given him one of my cards and told him to reach out if he wants to change careers. Missed opportunity for sure. Guess I’ll have to go eat there again ??♀?.
?I Help Match People with Mentors & Help Companies Hang on to Their People ?? National Speaker ?? Project 66 Creator: a Journey to Improve My Self-Talk (inspired by Atomic Habits)
3 年