Customer Service Super Star Case History Number 1: Auto Shop Shocker
My daughter was in a small car accident and thankfully she was not hurt. The other driver quickly admitted 100% fault, so off to the auto body shop she went. While at the auto body shop my daughter asked for a few other things to be quoted on; one being the front bumper which was cracked (by yours truly) and the other, a few deep key cuts to her driver’s side door, unfortunately made by some wayward youth in our area. The shop quickly worked out some prices for her, but despite what was covered by insurance and me paying for the repair of the front bumper I damaged, a review of her budget meant the key cuts would have to wait until a later date.
A few days later I drive my daughter to pick up her car from the shop. Her car looks like new; impeccably cleaned, washed, and vacuumed. Overall, all of our expectations were met and the price we charged was exactly what we had been quoted. All was well, so we paid and left. A few hours later my daughter calls me saying, “Dad, all the key cuts on my door are gone!” Wow, what a nice thing to do for another person. The auto shop had no reason to do this, they went completely above and beyond. Since they had quoted us on removing the key marks (it was a few hundred dollars worth of work) we knew the exact value of their contribution to exceeding customer expectations.
Are we impressed? You bet. Are both my daughter and I happy to tell this story all over town and recommend this auto body shop to everyone we know? Absolutely. They understood what the two second rule, that extra effort, would mean to my daughter. They gave of their time and services to do so and in return receive many enthusiastic customer referrals from me. Plus, I have a great case history of exceptional customer service and now you know, so if you are ever in need of an auto body shop in Abbotsford, BC please check out Erv’s Auto Body located at 2736 Garden Street, Abbotsford, BC or give them a call at 604-859-7410. Just tell them a very satisfied customer referred them to you.
Check out the post How To Build A Customer Service Super Star In Two Seconds to learn how to deliver customer service like this!
Thanks for reading,
Gerry L. Wiebe, Founder | President