How to retain your customers
If you’re anything like me, you love great customer service. There’s no feeling like leaving a business when you have been taken care of. It sticks with you all day, and you can’t help but let others know.
Recently, I had one of those experiences. I’ve been taking my cars to Christian Brothers Automotive for a couple of years now. Mainly because they do a great job, but also because of their customer service. I feel like I can trust them to do high quality work, and they won’t take advantage of me. A trait you don’t find in a lot of auto repair places.
This past week I had an issue where a clip on one of my brakes was cutting into the back side of my rim. How fun would it be if it to cut all the way through the rim on the freeway? So I took it to CBA, explained my situation, and Marvin told me he would get right on it. I needed a ride back to work, and their normal driver was already taking someone else. Yep, they actually have a car service that will pick you up or drop you off.
Since the regular guy was out, the owner, Darleen Reese, jumped in to give me a ride. Now, there’s a whole other post right there about how, as an owner, you have to be willing to do what you ask others to do. In fact, I just so happened to write about it in Exclusive – Dave Ramsey Unloading Trucks!
Now, I have a high appreciation for women succeeding in business. So the drive back gave me a great opportunity to “interview” Darleen without her knowing. :-O Here’s some of our discussion:
CLo: How do you like running an auto shop?
DR: You know, it’s difficult from time to time trying to make sure nothing goes wrong in the shop. So it’s a lot of work. And I’m not the kind of leader who just sits in her office waiting for something to happen. I’m in the shop with the guys doing whatever is needed. What really drives me is I love to take care of people. Like when someone on a trip has a breakdown, and they call not knowing what to do. Being able to help them and take care of them excites me.
CLo: For years I have helped women not get taken advantage of at a repair place because it is so common. And with most women, getting your car fixed is intimidating. I bet women feel safe coming to your shop?
DR: Oh yeah. They see that I’m there, and you can see them relax. Once, a guy came into the shop and said, “I purposefully sent my wife in the other day to see how you would treat her. You took such good care of her and didn’t take advantage of her that I’m going to use you to work on my car.”
CLo: HAHA…that HAS to feel good!
DR: It really does.
CLo: By the way, I talk about you guys each time I teach EntreLeadership. Now you’ve given me more material.
DR: Oh! Well thanks! I’m glad I could help.
And that is why Darleen continues to receive my loyalty. Not just because they do a great job with my vehicles, but for the simple fact that what they do is bigger than themselves. They don’t just turn a wrench; they protect the single mom who knows very little about cars.
Question: Where have you seen this kind of customer service?
- Exclusive – Dave Ramsey Unloading Trucks! (ChrisLoCurto.com)