So when there's a 'rattle in the back', we're listening intently - and we're not going to wait to see if it happens again, we're not going to see if it works itself out - we're going to fix it. We work hard to give each Driverseat customer exactly what we would expect from a business: A great customer service experience. We work hard to give each Driverseat customer.a great customer service experience I appreciate it." That customer did indeed take us up on our offer, and has been a repeat customer (and avid and vocal supporter of our business), ever since. You took this in exactly the manner it was intended. (Chorus)Verse 2 And on that tree, there was a limb, a rare limb, a rattlin’ limb, With the limb on the tree, and the tree in the bog, and the bog down in the valley-o. That quiet little "rattle in the back", was immediately dealt with, in true Driverseat fashion: We called him first, responded to his email, and then offered an olive branch in the form of a coupon for a future free ride - personally delivered. With the tree in the bog, and the bog down in the valley-o. Fortunately for us, that potential new customer reached out after that weekend, to let us know. We weren't taking advantage of our technology, and opted for the human route which included frantic phone calls, scribbled notes, and a lot of multi-tasking, and in the end, one promised ride fell through the cracks. A mere two months into operation, we found ourselves at a licenced special event, offering Designated Drives to those who needed to make arrangements to get themselves and their cars home safely. Wouldn't it be wonderful if every sales interaction exactly as expected - or better yet - beyond expectation? But what happens when it's not? To me, it's not only what you do for those who enjoyed your vision of a wonderful service - but also what you do for those whose situation was less-than "textbook".Ĭase in point. Well, if it was soap residue on my newly-laundered clothes, perhaps I can wait, but when it's my business I'm talking about, my response to this is always an emphatic "No!" Maybe that time we will be able to figure it out. So then you mentally play out the costs: "Do I find a way to get it to the shop tonight, have someone come and pick me up, reschedule my ToDo list, all so that they can have it all day tomorrow to try and replicate it, and then do I want to pay a bill for an 'I think it might be.,so we tried this.' blah blah type of response?"Īnd you ask yourself: Is this something that's going to "work itself out"? Maybe I should just leave it until it happens again. You find yourself delving through the myriad of personal experiences, so you can be sure that they understand, "It's like rotten eggs, and hot, smelly socks! Yeah, that's it!" You wouldn't have to experience that personally - but you certainly could relate to it, and you definitely won't forget it. It's like rotten eggs, and hot, smelly socks! Or maybe it's an odd smell that you just can't pinpoint. It comes and goes, and it never seems to happen the day you bring it into the shop.
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