Straight from the Source

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According to the White House Office of Consumer Affairs, it is six to seven times more expensive to acquire a new customer than it is to keep a current one. Customer loyalty is paramount is today’s business community, and many companies spend a fortune trying to figure out just how to increase customer retention. Sometimes the best way to find out what your customers like is to ask them directly. That’s why we’ve gone straight to the source. Here, you’ll find real reviews from real customers who enjoyed their experience at their local quick lube shop so much they wanted to explain why. “The customer service provided by the service manager, Fronel, was simply amazing. I really felt as though I was the only client they had, even though I wasn’t,” commented Jonathan S. on his experience at ACE Jiffy Lube. “I was in and out in 15 minutes with no issues. I would recommend this place to anyone who needs to have an oil change completed. Amazing staff all the way around.” Different customers appreciate different things. For some, it’s speed of service, for others, it’s trust and honesty, and some customers are really “wowed” by companies willing to go the extra mile. According to a survey by Lee Resources, 91 percent of unhappy customers will not willingly do business with you again. Therefore, it’s crucial to retain as many customers as possible and keep positive comments circulating about your shop.

Honesty “Today I was getting my oil changed and saw the staff help a young lady who wanted her oil changed. She was insistent that she needed it done and the staff showed her that her oil had been changed very recently,” said Don P. about his recent experience at a Super-Lube. “Many places would have just taken her money. I was impressed that the staff did the right thing for this person and how nice they were to me as well.” Each customer’s opinion about a shop is not solely dependent upon your interaction with that specific customer. While people are waiting, they see what transpires with other customers around them, as well. Honesty and integrity can go a long way. “As with everyone, I have had my fair share of poor experiences with a plethora of mechanic shops. So when you come across one that treats you the way you should be treated, well that’s a call for a celebration, and word should be spread,” Aaron S. explained. “Also, it should be said, I am not your average customer at a mechanic’s garage. I know every aspect and detail there is to know on how a car works. It’s not a mystery to me like the average Joe Schmoe. I simply choose not to do the manual labor myself. So, I can genuinely say this place is honest and to the point. You will never spend money you don’t need to at this location because these gentlemen are not trying to make a fast buck off of you. They are also intelligent to boot. I have witnessed them taking the time to explain things to people who have no idea how an engine works. And to top it all off, there’s free coffee and tea via a Keurig machine, so it’s fresh and tastes wonderful. I would highly recommend this place to everyone that needs work done on their car.”

Customer Service “I’m a 52-year-old single mother who clips coupons. I do a lot of DIY projects and never go into the shop as the helpless woman who is clueless. I was so very impressed with the entire process,” said Terry L. when describing her experience at Top Dog Express Car Wash & Oil Change. “I paid $79 for a full service oil change, received two different filters that needed to be changed and installed and they put air in my tires. I was shown levels and color/viscosity of all fluid checks, given an overall status report of my car and given a recommendation for future preventive maintenance, followed by an educated explanation. I also received a carwash. I never once stepped out of my car or waited for anything, and I felt like my business was important to them. I was treated like the only one there, never felt rushed and was encouraged to ask questions.” Customer service means not only being kind but also educating your customers, as well. An educated customer is going to be much happier to pay for a service they understand than for a service they don’t. “The warm greeting I received when I arrived was exceptional,” said John L. when reviewing his local shop. “I was in and out quickly.”

Going the Extra Mile “I was there to get my oil changed. They were nice enough to take the time to explain all of my options so I could make an informed decision,” Carrie M. said. “I went into the clean, cool waiting area, barely had time to start reading my Kindle and they were done. They even helped put on my new wiper blades. After I got home, I realized I had left my Kindle on the shelf when I was checking out. I called — even though it was four minutes past when they officially closed. Those sweeties offered to drop it off at my place so I wouldn’t have to drive there again. I didn’t want to put them to the trouble (I was the one who forgot it, not them). So I drove out and I didn’t even have to get out of my car. Hats off to all of them — so courteous and helpful, even on a hot, muggy day.”

In business and in life, you can’t please 100 percent of the people 100 percent of the time, but it’s a good idea to try. The big names in the industry didn’t become great successes without a loyal following of customers and a willingness to work hard for the reputation they have built along the way. A happy customer is much easier to work with than an unhappy customer, so make the extra effort, stay positive and treat your customers right. They’ll appreciate it, and your business’s reputation will, too. “Developing fierce loyalty with customers requires a deep commitment to more than great service,” said Les McKcoewn, CEO of Predictable Success. “You’ve got to be willing to listen for and acknowledge the specific needs your customers have, and, most importantly, you’ve got to invest in a way to meet those needs.”

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