Customer Service: Going the Extra Mile
Hello, I’m Jim Glover, That Branding Guy, for Once a Day Marketing™. Today we are continuing our conversation on enhancing your customer service.
There is a small auto dealership in Santa Fe, New Mexico called Great Little Cars. They target many first time car buyers with quality pre-owned cars. Both my daughters have purchased cars from this company.
Recently my youngest daughter decided to trade-in her old car for a newer one and returned to the dealership. She had a fixed amount of money she could spend and found one car that was in her price range.
To be sure the car was in good shape we had a mechanic check it out. He found a few things wrong that would require some additional out-of-pocket to put the car in tip top shape. Here is how Great Little Cars provided super customer service and exceeded our expectations.
We informed Tim the owner of GLC that we would have to pass on the car since we didn’t want to exceed our budget on the vehicle. He stepped up and reviewed the punch list and said he would make all the changes for us at no additional costs.
But here is where the company amazed us with their customer service. Since it was going to take a few days to work on the car, my daughter had to return to college 3.5 hours away from town. When the car was finished Great Little Cars drove the car to my daughter more than 200 miles away. Wow, are we now brand lovers forever!
As you review your customer service, think hard about what you can do to really impress your customers. They won’t forget it and they’ll always remember your brand.
Once a Day Marketing™ positions brands to become #1 in the minds of target customers. Visit our website at www.onceadaymarketing.com. Contact James Glover at (505) 501-1330 or email glover@onceadaymarketing.com. Listen to Ask Those Branding Guys™ every Monday at 11:00am (MDT) streaming live on SantaFe.com KVSF 101.5 FM.
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Filed in: 7Ps of Marketing • Process • Strategy
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