Where Is The Trust? Crossing The Line Or Not!!!

Recently, I had a starter replaced in my car at a auto repair shop that I have gone to before.  Over a year ago, the shop gave me a huge rundown on what was wrong with my car, it was something I didn't ask because I was there for a specific repair. The shop manager presented me a rundown that was two pages. Ouch!!!

This time, the shop manager told me I should consider getting another car even though my car still runs fine and all it  needed was a new starter. Then, he told me, he had a personal car for sale. The car was totally not me.

I thought about the moment, if he was telling me that my car which was still running good,  should be replaced, so I would buy his car. My car isn't in the greatest shape, but it gets me from here to there.

Is this a good business moment that is in the best interest of me (the customer) or was the shop manager trying to sell something that benefits him personally.

Can I really trust the shop manager to give me a true evaluation of my car situation? Or was the shop manager making the situation seem worse to make a sale.

Could I be looking at this situation, too hard and he's actually looking out for me? I'm not sure.

Has this happen to anyone else?  Leave a commit below.

As we end with each blog post, the mantra, Plant Service, Harvest Money from the book, The Magic of Thinking Big by David Schwartz

Hello, May I Help You, Adventures In Customer Service posts on Wednesdays and Fridays.

Verbal Confrontation At The Counter

One afternoon, I went to get take out from a business that had opened up about five months before.  The food was good and the service was coming along. The counter-people seemed confused on what they were doing. But, they actually got orders right. Owner A as I will call him, directed the crew in a pleasant manner and helped them.

The business had two owners running things as I could observe. Owner B seems like he was just there, not doing much. In fact, I saw him perform the task of changing the channel of the TV in the dining area.

The business had people coming in and ordering.

Months later, I drove by the business and it was closed. A few months later, I was riding past the place and it was open again. Another day, I went in for a take out meal. Owner A wasn’t there but Owner B was there.

I had ordered my meal from Owner B and was waiting at the counter. I was the only one in the place. Then, a female employee walked in with her son and she went behind the counter to start work. Owner B started yelling at her about something. The employee was clearly upset about something and trying to get her composure to work.

Owner B kept in on her. Then, her son who was a least 20 years old starts cussing at Owner B, not to speak to his mother like the way he was. Owner B who has been standing behind the counter starts a verbal argument with the son. The mother/employee intervenes and tells her son to leave. Reluctantly, he leaves.

Owner B tells the mother/employee that he is going to call the police on her son. She said he didn’t have to do that. But, he shouldn’t  have spoken  to her the way he did.

As a customer, I felt very uncomfortable witnessing the confrontation and didn’t feel safe.

Owner B never apologize for what happen in his place to me. Plus, I got a glimpse how he treated his employee. I thought I do not want to give this guy and his business my money.

It has been a few months since the incident. I drove by the place and it is still in business. As I drove away from the business, I hoped that Owner A was a at the counter.

Remember the mantra: Plant Service, Harvest Money.

Hello, May I Help You post on Wednesdays and Fridays

Ask for Tuna Steak, Instead of Fish

It was Friday, fish day. Lots of places were serving fish. I was not in the mood for fried fish. So, I went to one of my favorite coffee house that serves food.

On the menu, there was grilled tuna steak in the garden.  I love tuna steak but I didn’t want a salad.

Jimmy, the coffee shop owner, came over to shake my hand as usually does when I come to the shop. I asked him, “Do you still make the Tuna Steak melt?” He said “We can do one for you.”  The melt wasn’t on the menu. He told me, he would get the manager who knows the computer system to order the sandwich which was not in the system.

I sat down at a booth. Within minutes, Tiffany, the manager came over and took my order. I didn’t have to leave the booth. She explained the meal would be slightly more than a regular melt sandwich because of the tuna steak. I was fine with that.

I would gladly paid more for exactly what I want.

Jimmy made that happen. All I did was ask. His friendly manner towards me and other customers I’ve seen him interact with on several occasions.

Great customer service is getting to know your customers to the point that they can ask you any question about regarding your business. You can answer them with service that shows you care and value them as a customer whether they are a regular, sometimes or new customer.

Remember to Plant Service, Harvest Money

Hello, May I Help You, Adventures In Customer Service posts on Wednesdays and Fridays.

Follow at  @artbyrdview

Word of Mouth: The Kiss of More Money or the Kiss of Death and No More Money.

Most of us have cars. At some time, we have to deal with getting them repaired. Repairs are way of life when owning a car.

But, what happens, when you get your car back after the repair at most auto repair shops. Our cars basically look the same with the white paper left on the floor.

How do you feel?  Like, you just got back in the same old car.

Dirty Car

I had a friend whose car was serviced. It was so dirty afterwards, she had to call the shop to have the car cleaned. Her loss time in driving back to the shop and the frustration that she had to endure. The shop should've known the car looked terrible. But, they did nothing about it.

According to the Inc.com article, The Powerful Reach of a Happy Customer (Infographic), between word of mouth and social media, the average customer will influence a shocking 42 other people for every positive experience, they have with a company.

How did I find out about my friend’s story? I wasn't at the shop with her.  She told me.

BMW Service

I have another friend who has a BMW. The customer service story is different. Each time, her car is serviced. They wash and vacuum the car. After the repairs, the wash and vacuum the car feels brand-new. That is the feeling BMW wants their customers to have. With service like that, where and what will be my friend’s next car purchase.

I will let you answer that.

What does it cost to make the customers experience with your business, service or product special. Not much, just some thought and compassion.

A Suggestion For the Repair Shop.

Hire someone to wash and vacuum cars after repairs at your shop. The extra business from this little adjustment will make up the difference in hiring someone to do the washing and vacuuming.

Make sure the customer feels extra special and that can result into extra cash.

The 2012 Customer Experience Impact Report (CEI) states 86% of consumers say they would be willing to pay more over the standard price in order to ensure a superior customer experience.

Could your business, product, service or brand benefit from 42 people knowing how great your customer service is?

As we end with each blog post, the mantra, Plant Service, Harvest Money from the book, The Magic of Thinking Big by David Schwartz

Sources: The Powerful Reach of a Happy Customer (Infographic) by Laura Montini from Inc.com.  @LMMONTINI

The 2012 Customer Experience Impact Report (CEI) http://customerthink.com/customer_experience_impact_report/

Hello, May I Help You, Adventures In Customer Service posts on Wednesdays and Fridays.
Follow at  @artbyrdview

The Store Map To Great Customer Service.

Front Liners

Employees are the front liners. This means they are the first contact that the customer has with your business, service or product. It is your job as a owner and manager to make sure they are giving good service. Train your employees to give good service.

Color and Age

I have seen front line people treat certain customers different because of their skin color or age.  You need to make sure your employees are trained to see everyone equal or green. Green as in money.

When a person of color or a certain size goes into their wallet.

They do not put out a black, brown, or pale dollar. The dollar is green and worth something. The customer should be treated as green. If the employee wants to think in terms of color, it should be gold. The customer is golden.

It doesn't take much time to discuss with employees on how important good service is and give them suggestions to how to give it.

Walk in-Extra Special

Walk in business are usually at stores and shops. There is an advantage, you didn't have to go after the customer. They walk in freely on their own will.

They are looking to buy. They should be treated extra special.

Have you ever walked into a store, looking for something? People who work at the store walked by you and never ask you if you need assistance.

Greeter

 I went to on a Saturday morning to a home improvement store known for the color orange. Right at the entrance, there was a woman from the store she greeted me and asked if I was looking for anything. I told her what I needed. She knew the store and directed me to the exact place I needed to go. I was out of the store in less than 5 min. A true bonus for the usually time exhausting Saturday.

Usually, when I go to the this type of store, I feel like I'm on a Safari for what I need. Going from aisle to aisle to locate store associate or discover where the product is myself.

Store Map

One suggestion for the stores is to provide a map when the customer comes in. The greeter person at the door could circle or draw a line to where the customer want to go. At the register, the customer could give the cashier the map and they could recycle it in a recycling bin. Making the company green.

Saving the customers time can be a super service for them.

Give the customers directions for spending money in your store and who knows they amy purchase more because the stress of locating that one item is lifted and they may look for more items that they may have to purchase. A map of the store could be their own personal treasure map. The customers’ added treasures are money in your pocket.

On the map, you could put a coupon for their next visit.

Here is a mantra I would like to leave you with that you see after every MIHY blog. It is from the book, The Magic of Thinking Big by David J. Schwartz.

Plant Service, Harvest Money.