Service Tune-Up
I’ve been taking our cars for oil changes and repairs to the same place for over 10 years. I remember feeling that there was something distinctly different the first time I walked in. The owner greeted me with a huge smile, the parts and supplies were all well-organized on shelves, and the floors were so clean you could almost see your own reflection. This was not your average auto mechanic. Needing a full inspection in addition to the oil change, I dropped off my keys and they said they’d call me when it was done. Later that day when I got the update call, I braced myself for how much it was going to cost and all of the additional things they were going to pressure me into having them repair. To my surprise, they gave me a report of two immediate needs and then a timeline for their suggested repairs. Admittedly I don’t know much about fixing cars, but I had never had a shop provide so much transparency about the state of my vehicle.
As time went on, I always trusted them to take care of our cars, give me honest recommendations, and I felt like they really had our best interest at heart. Team members would greet me by name when I walked in, ask about our business, and give me updates on how their business was doing. Many employees stayed on after the owner sold the business, and I continued to have the same great experience, even after a manager transition a few years later. After we moved to the other side of town, I continued to drive 45 minutes out of my way just to get the oil changed in our cars.
But this week my experience was different. When I walked in, I was greeted by a new face. He was friendly, but had to look me up in the system (previously it was as if they were waiting for me to arrive). I asked if Jason or Scott was around, and he let me know that they had moved on. I dropped off my keys and headed to a coffee shop to wait for my service to be completed. An hour later, he called to let me know it was ready with no other updates. When I went back, a lady (who I also didn’t recognize) asked what car I was there to pick up and then told me how much I owed, without going over the bill like they used to do. I paid the bill and headed to my car only to find greasy residue left on my center console.
I share this story because it’s a great reminder of how quickly years of goodwill can be washed away in one interaction. Other than the greasy residue, the experience was fine - or if you remember my message from last year - it was “whelming.” They were nice, executed the service that I came in for in an efficient manner, and charged a fair price. But there was nothing memorable or outstanding that would inspire me to come back or tell my family and friends about it. This business was proof that outstanding service can transcend ownership and managerial changes, and it’s also proof that once you have established a reputation, it doesn’t mean you will always have it.
The key comes back to leadership. Do the leaders in charge have the discipline to continue going above and beyond? Do they inspire their team to stand out in a world where most people are looking for a shortcut or the path of least resistance? And are they thinking about training other leaders to do the same so that the customer experience remains consistent after they are gone (or even improves)? As leaders, it’s critical that we think about what makes our businesses unique? How do we differentiate ourselves? And what extra small things can we do to create loyal, loving customers? It’s not always about money, and in my experience it was how they treated me and made me feel that kept me coming back. I don’t know the full story of what happened at my beloved garage, but I do know that the experience I had this week was one that I could get anywhere. And as a result, I’ll be looking for a new place to get the oil changed in our cars.
Are you in need of a tune-up?
Join us at our upcoming Heart Leadership Workshop August 5-6th. It’s like an oil change for your leadership that’ll keep you running on all cylinders for the next leg of your journey!
