It's about an inch long, it's head is barely visible, yet it pierces your awareness like steam rolling out from underneath the hood of your car. This small object has the power to alter your entire day and drive your dispostion to that of snarling dog. I am talking about a screw protruding from your truck tire.
My day was altered this past Thursday. The tire wasn't flat yet so I drove the truck up to Tire Kingdom in Wesley Chapel, less than five minutes from our house. I brought along a book, gearing up to wait. I was enthusiastically greeted by Phil. Phil said it would take about an hour. The store area was clean and the waiting area was comfortable. I settled in.
My first inclination that the hour time frame might be a bit off was a young lady sitting across from me voicing displeasure to someone on her cell phone. As I had been waiting longer, the loud vocal assessment of her wait sent up a red flag. Bambi obviously was used to getting her way. Clearly this time however, she wasn't. My second inclination was that I had finished reading my book.
Throughout the time spent in the waiting room I kept hearing Phil greet people as they walked in. His inflection was clear, he was glad to see all who stopped by. This was impressive as I am sure the tension of waiting customers combined with technicians working as fast as possible was mounting by the minute.
When my truck was finished Phil apologized for the long wait and adjusted the bill. I was more than satisfied with the outcome, will continue to do business there and will recommend business their way in the future.
Customer Service Take Aways:
- Acknowledge to customers when things don't go as anticipated
- Maintain a positive and enthusiastic disposition, making customers feel wanted
- Offset the negative experience with something positive and unexpected for the customer
7/20/05 Update: I sent an e-mail to Tire Kingdom Corporate Headquarters and told them how pleased I was with the above outcome. A week or so later I received a coupon for a free oil change! Talk about fueling your connectors!
