Professional Website Design

In real estate it’s location, location, location and for everything else, it’s service, service, service!  Yesterday I read a blog by Seth Godin that discussed great customer service and it got me thinking about an experience I recently had in Milford, Pennsylvania.

I had enjoyed lunch at the Milford Diner, and upon leaving my car was offering no love…my battery had gone completely dead.  Looking around I knew there were several repair shops within walking distance, but since it was raining, I choose the closest one Ray’s Auto Repair.  Walking over, I spoke to the woman at the counter, in their living room like waiting room, who indicated to me the jump would cost $15 and she would send a tech right over.  He arrived with a portable jump kit, which, alas, could not do the job (I have a big V8 Hemi which needs a lot of juice to get started).  Walking back and forth, he tried several different battery powered jump kits, all to no avail.

Within only one or two minutes several techs arrived and they pushed the car over to their bay where they proceeded to get it started, as well as checking the quality of the battery.  As I saw on their computer, the battery was bad, and the news got worse–$189+tax and install to replace it, $220 in total.  Ouch!  I had to make it to the bank in the next town and contacted the Auto Zone to check the price, which was $50 less.  I purchased the battery and returned to Ray’s for the install as I wanted them to have the business.  They installed it in 5 minutes and I was good to go–no charge!  Now, they have my business forever–the BBB sticker they display is no lie.

All the time I notice companies with great customer service and terrible customer service–our company, Webvantix, does telemarketing, and I find it interesting how companies with great customer service are kind to telemarketers, and those that don’t count customer service as a key to their business can be downright nasty.

It’s compelling to think how important customer service is, not only to existing customers, or prospective customers, but to everyone, at all times–and yes, even telemarketers…who can be customers too!

What’s your opinion?  Have you had really good customer service at the local level, or really bad customer service?  When, where?

Preston Ehrler

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