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From: Jared Hamilton
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Mike Gorun

Mike Gorun Managing Partner/CEO

Exclusive Blog Posts

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Incredible Acts of Customer Service Inspire Incredible Customer Loyalty

 

What’s the most incredible act of customer service you have ever performed for a customer, and did it inspire their undying loyalty? In this story by Peter Shankman, he recounts how after a long travel day he boarded a plane, tired and hungry. As a joke, he tweeted out to Morton’s steakhouse to please have a Porterhouse waiting for him at the airport when he landed. Of course he was not expecting any response, but guess what? At the airport Morton’s was there, waiting for him with a Porterhouse.

 

Shoe purveyor Zappos is also well-known for its great customer service. When this blogger’s mother was suffering from health issues and related problems with her feet, she had to return some shoes to Zappos and ended up getting into a long conversation with the customer service agent. The customer service person sent a bouquet of flowers to the mother and gave the mother, daughter and sister VIP memberships. The sister vowed to buy every pair of shoes from Zappos from then on.

 

And there’s the famous example of Southwest Airlines holding a plane flight for a grandfather who was flying to Denver to see his three-year old grandchild who had been beaten to death by his daughter’s live-in boyfriend, and who was scheduled to be taken off life support that night. When the grandfather arrived at the gate twelve minutes late for his flight he was shocked to find the plane still there. The pilot said, “They can’t go anywhere without me and I wasn’t going anywhere without you.” Cost of delaying flight: who knows and who cares? The knowledge that Southwest did the right thing and the amount of goodwill it created: priceless.

 

Of course, you don’t have to be a restaurant, retailer or an airline to provide outstanding customer service. Opportunities exist every day in your dealership. When was the last time you dealt with an upset customer or noticed that a customer seemed stressed? What did you do? Did you avoid them, get defensive, or did you ask questions so you would understand their concerns, stresses, problems or fears? Then did you go out of your way to provide a service that was above and beyond what was expected?

 

What is the best customer service experience that you have ever had, and did it inspire your loyalty to that company? What acts of customer service have you or your co-workers provided that created loyal customers for your dealership?

Jim Bell
Great examples Mike for us all to look at. I love looking at other industries and what they are doing to exceed customer expectations. It all comes down to doing the right thing is what I have found over the years in the business.
Chris Costner
How inspiring for us all. Servicing the client. That's why we are here because that makes our business. If we look for more "servicing opportunities" for our clients rather than treating them as another number, we will see an increase in both sales and loyalty.
Bryan Armstrong
Valuing your Customers and making them FEEL valued are two different things. Something as simple as a smile and a heartfelt "Thank You" can go a long way.
Mike Gorun
Chris - You're right. Customers are not a number. It's like Bryan says, too, where if we really look at what the customer feels - if we truly consider that we're dealing with other people here, not just dollar signs and metrics - then we're more likely to find success. The more we focus on treating the people involved better, the more we'll see the "dollars and metrics" improve too. So what can we do in dealerships to promote this kind of service? It's a little different for us, since we can't just show up at the airport with a new car. How do we make it personal, particularly for our best customers?

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