Since Valentine’s Day is almost here I thought you would enjoy my favorite customer service story. Here’s one for the romance and customer service record books: Once upon a time there was a single mother with two daughters recently divorced. She drove a tank of a car that had all kinds of problems that needed fixing. It just so happened that her office was located across the street from a full service gas station that also repaired cars.
She left her car there for the day to repair an oil leak, air conditioning and a window that wouldn’t role down. Not understanding how car repairs work she stood fast, hands on hips, in front of the counter and told the mechanics she would only pay for service once since her budget was very small and that she expected everything on her list to be fixed correctly the first time.
This was on a Thursday. Friday morning came to take the kids to daycare and head out to her office. Low and behold, the car wouldn’t start. To make a long story very short, the car spent another day at the shop. At the end of the day she stood her ground and refused to pay for any more labor on her car. After all, it was running when she left it there the first time. She was the only earner in the family now and more money in her car meant no dinner or entertainment for her girls that weekend.
Now for the superb customer service. Out behind the counter comes a grinning mechanic who walked her out to her car and said, “Anytime you have a problem with your car, you come to me and I will make sure it is taken care of.” Asking her to get in the car and start the engine, he lifted the hood and messed around with hoses and who knows what else to impress her and to make her feel special. He insured her that this time she would have no problem with her ride.
Turned out she didn’t have a problem that day but as the weeks went on, one thing after another either fell off the car, quit working or some other issue prevented it from running correctly. The car spent a lot of time in the service bay and so did that mechanic.
Little did she know, when he followed her out to the car that day, he had a bet with the guys behind the counter that he could get a date with her. He did win the bet, and this year they will be celebrating 39 years together. It just so happened that there were so many repairs on the car and a very large repair bill. She ended up marrying the Manager of the auto repair company because she couldn’t pay her bill.
The moral of the story…treating a dissatisfied customer like they are the most important person to their business can pay off in big dividends.