Dear Clients, Business Associates, Friends & Family . . .
Who would have thought my inspiration for today’s newsletter would be my auto mechanic? But, it’s true and here’s why: A friend and I were visiting and she mentioned she was taking her car to be worked on later in the day – and she was happy about it! Happy. Really? She went on about this great mechanic and terrific place she takes her car. They are honest, always go beyond the call of duty, they respect her intelligence and never talk down to her, they charge fairly, etc. The more she talked about this place, the more excited she seemed to get. We agreed they have mastered the art of customer service.
“Hmm,” I heard myself saying. I have a great place as well, and blurted out the name. We looked at each other and laughed because, of course, it was the same shop. Whoever thought we’d actually like to go there? The point is, of course, that this particular business understands that excellent customer service is the key to their success. They aren’t just working on inanimate objects; they are serving the needs of their very human customers.
