September 9, 2016

What is Expected?

I’ve heard a lot of of complaints from customers, but I’ve never heard anyone complain about having the door held for them.

People don’t get upset when you do more than what they expect. It’s a pretty simple concept. Whether it is; Walking a customer to the lounge, holding the door, getting them a water or coffee. None of these activities require much effort, but all of them make a memorable impact on the customers perceived satisfaction. A lot of times the most important things we can do have nothing to do with their car. Because after all their visit is about them and how they feel, not their vehicle. Fixing their car in a timely manner is the bare minimum. That is what has to happen. All of this other stuff is what makes them keep coming back and checking “completely satisfied”.

Have a great day,

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