Here at ShopOwner, we love to highlight shops that consistently deliver five-star customer service. For two examples, you can look no further than this issue, which features Automotive Excellence of Seal Beach, California, and ProTech Autocare in Cincinnati.
However, I’ve learned that outstanding customer service shouldn’t be taken for granted. My experiences with service providers – from repair shops to plumbers to dry cleaners – have been all over the board, and I’m sure that’s the case for the vast majority of consumers.
That’s why I made a New Year’s resolution to acknowledge outstanding customer service, in writing, whenever I experience it.
On Jan. 1, 2020, I got a chance to follow through on that resolution.
After discovering that the furnace in our house was blowing cold air through the vents, I called an HVAC company we’ve used in the past. Within minutes of talking with the dispatcher, a technician called. He asked me a few questions about the problem and told me he could head over when he was finished at another house.
Because it was New Year’s Day, I had modest expectations for whoever was going to show up at our door. I assumed the company was sending over a member of its “B” Squad – the guy who drew the proverbial short straw when the schedules were made.
I was wrong. The technician who showed up was courteous, professional and knowledgeable. There wasn’t a hint of “sour grapes” for being called on a holiday. He took the time to properly diagnose the issue, and got the furnace working again. He patiently answered all of my questions. He also wrote up an estimate for the potential cost of replacing the component that was malfunctioning, if it acts up again.
As soon as he left, I typed up a review and posted it on social media, commending the tech for his professionalism and workmanship. I sent an email to the company as well. Resolution achieved!
If you’re delighting your customers, they should be doing the same thing. Conversely, if you disappoint or frustrate them, they’ll take to social media so fast it’ll make your head spin. In the internet age, hell hath no fury like a customer scorned.
These days, consumers pour out their hearts on social media. And your potential customers are reading those reviews before deciding where to take their vehicle for service and repair. It’s evolved to the point that managing your shop’s online reviews and social media reputation has become a fundamental part of your job.
So, are you providing five-star service? And if so, are you encouraging your customers to leave a five-star review? Here’s to a happy and prosperous 2020 – full of five-star reviews.