Service Management Minute
Posted on: 13, July, 2018
Jeff Peevy, AMAM
Good customer service is getting harder and harder to find. I recently had an urgent situation with a trailer tire and needed to get a valve stem replaced as quickly as possible. For me, it wasn't so much that 4 out of 5 tire shops wouldn't/couldn't get to it quickly and help me out, but the experience standing at the counter. The majority had people working the counter who was glued to a computer screen, did not acknowledge me and made me feel like I was not as important as whatever they were doing on the screen. However, when the phone rang, they would answer it. So in one case, after standing at the counter for 15 minutes waiting, I stepped outside and called.
Immediately they answered and I explained my situation, as I had hoped to do in person. They said unfortunately they were busy and only if the tire was already there could they get to it. I explained I had been there for over 20 minutes waiting, so never mind. I was finally able to find great service and though my need was small, they made me feel like they cared. They listened to my situation and just handled it within minutes. Since then, I have already purchased a set of tires from them and will continue to be loyal to them because of that one experience. Here's the thing. Each store was busy, but for most, they assumed if a customer walked in their door, they had their business or it seemed that way. It was is no surprise the busiest tire shop was also the one who displayed caring customer service. Hum-mm, I wonder if there is a connection. Read section three for some interesting stats on customer service.