There is no second chance to make a first impression. That’s the takeaway from this story, shared by a friend.
Jim needed some repairs done on his vehicle and tried a new auto repair shop based on a friend’s referral. He was told his truck would be ready for pickup on Friday. Because he was headed out of town for the weekend, Jim asked if he could leave the truck at the shop over the weekend and pick it up on Monday.
Imagine Jim’s surprise when his wife dropped him off Monday morning and the repairs weren’t done! The manager said it would be ready to go in about an hour. Not wanting to be late for work, Jim called his wife to quickly return and get him and told the auto shop he would have a coworker drive him back during his lunch hour to get the truck.
The story doesn’t end here.
When Jim arrived at lunchtime, the job still wasn’t complete. He called later in the afternoon and it still wasn’t done! Imagine Jim’s frustration. There’s no question he won’t be referring his friends to this auto repair shop.
Clients don’t give us a second chance to make a first impression. That’s important to remember. This auto repair shop also violated another golden rule in serving clients: “Under-promise and over-deliver.” Always!
“Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution.” ~ Rick Tate
Get off the Wheel Systems and Procedures for Greater Profits & Reduced Stress
By: Diane Gardner
This Book is for you IF…
You are an accountant, bookkeeper, or tax preparer with employees and one of the following describes you: