I’ve often written about how important it is to generate customer loyalty and stickiness. You’ve worked hard to get customers in the door, so it makes good economic sense to delight them so they keep coming back and hopefully refer their friends.
Here’s an excellent example of a company who’s doing it right!
A couple of months ago, our car was due for a major service.
Normally I’d have taken the car to the dealer, left it there, come home, gone back in the evening, waited for them to finish and generally wasted a whole heap of time.
So I thought I’d try something different.
Enter “Lube Mobile – The mechanic that comes to you”.
I rang them and was impressed from the word go.
Their telephone manner was excellent. The car was booked in and I was told to expect someone at 8 am. The mechanic would phone on approach and let me know he was coming.
On the day, the phone duly rang and Tim appeared 15 minutes later – bang on time.
I was impressed. After all, when was the last time a tradesman actually turned up when they said they would?
Tim was very professional and as Barbara would say, “Well brought up”. A thoroughly nice young man.
The job having been completed, Tim pointed out an oil leak that would need to be fixed, gave me a written quote and left.
Fast forward to a couple of days ago.
I needed to get the leak fixed – another major job. (Gone are the days when you whip the rocker cover off and replace a gasket. These days it’s like taking half the engine apart!)
Barbara called Lube Mobile, and hey presto, they had all our details on file. Yes, Tim could come out the next day between 10 am and 12 pm.
Sure enough, 9:45 am – and Tim calls. He was on his way.
He turned up and even remembered Barbara’s name when he met her – which impressed her no end.
The work was done, he cleaned up and left.
Two days later, we got an email from Lube Mobile.
“Hi Barbara,
We attended to your TOYOTA CAMRY recently and we'd like to take this opportunity to thank you for choosing Lube Mobile.
As part of our endeavour to constantly improve our standard of service we ask if you would take a minute to complete a short questionnaire and add any comments that you feel we should know.
In appreciation for your feedback we would like to give you and a friend, with our thanks, a $30 voucher each.
Thank you for your time in helping us improve our high standard of service.”
Impressive. No other mechanic or any other tradesman has ever done that for us.
I filled in the survey, added my comments and minutes later got the vouchers...
“Thank you for taking the time to fill in our questionnaire. Your feedback is vital for us to keep providing you the best service to meet the needs of you and your car.
To express our appreciation, here are 2 $30 vouchers for you and a friend. You may use your voucher for your next service or for a second car in your household. It's up to you.
Print this email and cut out your vouchers.
Safe motoring and we look forward to seeing you again.
To book in another car, click here or for a quote, click here or call 13 30 32.”
So what can you learn from this?
Number one – they provided excellent service. They did what they said they would, within the timeframe and price they quoted.
They took the trouble to let us know they appreciated our business.
And they actively asked for a referral.
And as a result, I’m writing about them – and using them as a shining example to over 7,000 of you who read this newsletter.
How could you do this in your business?
Rashid.
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