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.
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