I recently had an excellent customer service experience at a local business and wondered what made it so special. I recreated the events in my mind, and reconstruction revealed some interesting things to me.

After a recent road trip, I discovered a slow leak in my rear driver’s side tire. I’d put off going to get it fixed for a few weeks. I didn’t know how much it would cost, how much time it would take, or whether it was even fixable; I’m embarrassed to admit it, but I’m a bit helpless when it comes to any sort of car trouble. I did the only reasonable thing I could think of – I procrastinated.

After three weeks of postponing the inevitable, I finally looked up the nearest location of a particular tire franchise a coworker had recommended to me. I didn’t know anything about them other than they were a big chain and no matter how much it cost, my tire problem would finally be fixed and most likely would be done right. I couldn’t waste any more time putting air in the tire every 4^th day (and using up all my laundry quarters to boot).

At the tire shop counter, one employee was apparently wrapping up some paperwork while another employee was attending to the customer in front of me. Everyone was busy, so I figured I would have to wait and try to get someone’s attention to get some help.

The wrapping-up employee acknowledged my presence and informed me that he would be with me shortly.

After that, I was okay, knowing that they were going to get to me as soon as they can. It removed the uncertainty I could have felt just standing there.

I felt well looked after.

When it came my turn to speak to someone, I was pleased with the interaction. The employee took down my name and information in a friendly manner and made it seem like my car was a priority. He was not distracted or rushed, but seemed confident and capable.

I went and sat in the waiting room. I got tired of watching daytime television, so took a walk outside. My car had already been taken in to be serviced.

As I was sitting on the bench outside the front door, another service employee made small talk with me.

He didn’t have to do this, he wasn’t involved in the service on my car, and I wouldn’t have been surprised if he had ignored me. However, the small act of commenting on the weather helped pass the time.

It got hot out outside, so I went back in to more daytime TV. Less than 5 minutes later, my name was called. I was given back my car key, and told that a screw had been removed from the tire and I was all set. I paused at the counter and asked, “I’m really all set? I don’t have to pay anything?” The guy at the desk must have gotten a kick out of my awkwardness, but smiled and responded.

“We took care of it for you; please come back to see us again.”

As I left the store, I thought about the entire interaction. While getting the tire repaired for free was a huge bonus, I would go back to them again even if I had to pay. Of course, this is the point… repeat customers are the bread and butter of so many businesses. The reason I was willing to be one of their new repeat customers had every bit to do with their customer service. Every employee I interacted with was pleasant and attentive; I felt confident in their ability to solve my issue and take care of me in the most timely manner possible, even though it was a busy day for them. I could have had the type of experience where I felt that getting the tire fixed for free made up for the crappy way I was treated and the hassle of having to go there, but instead, it was a pleasant surprise on top of a pretty easy and relaxed time. Someday soon I’ll have to get new tires; I know that this place will be top of mind when that time comes.

Kristin Mott
Network Engineer Team Lead
Everon Technology Services