Our customers
REALLY CARE about their cars, and have very high expectations. For me, it's intimidating. What if we mess up? Get something wrong? I hate disappointing people.
Last Sunday, a customer left us a short but clear voice message, asking (really more demanding) to be put on the schedule. "I'm coming in tomorrow at 8am for full tint on an Expedition." Click.
I immediately planned on hiding out in the back and letting the experts take care of Mr. BigDeal.
He arrived promptly the next day and knew exactly what he wanted (the best), then grilled our audio expert about a new stereo. I don't know anything about that either, so I sat in the office and pretended to scrutinize important business documents, with a side eye and ear on The Tyrant.
After serious-sounding discussion, our installer went to the stockroom to check for an item, then got interrupted. Ugh. I really didn't want this guy to have to wait or maybe walk out, frustrated on his first visit.
"Shaun will be right back. Can I get you a coffee?" (Toothy smile. Please don't ask me a question.)
"No. Thank you." He was studying the amplifiers. "She's really going to love this."
"Oh, for your wife?" I asked, immediately regretting the personal question. Customer service is hard!
Broderick's face (turns out his name is Broderick) practically cracked open into a broad grin.
"No, it's for my mom. She's out of town for a week, so I'm making little upgrades to her car while she's gone. Yesterday I got her all new wheels and tires. Today it's tint. I'm thinking about a backup camera..."
"Are you serious?"
"Yep. Next week I'm going to pick her up at the airport in it, with everything fixed and new. She has no idea!"
BAM. Fear, GONE.
"YOU ARE A GREAT SON!!! SHE'S GOING TO FREAK OUT!" I practically yelled at him, stifling a hug. He laughed and talked about the surprise and his sweet mother, and we discussed what she might like best. He's already been back for the stereo.
Of course, immediately after he left, I had to call my sons and tell them the story.
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If fear is holding you back from being good at your job, asking for what you need, or telling someone how you feel, then I hope you'll come to my next free coaching session (see sidebar). We'll spend a little time thinking through what kind of fears move us forward, and what might be keeping us hidden and silent. You don't have to talk, I'll bring the notes, and you're welcome to bring a friend. See you there!
