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Do You Deliver?
Promise little and do much. Hebrew Proverb
The question is — do you deliver what you promise?
The owner of an automobile repair garage personally calls customers twice a year. His personal touch and relationship building is unusual for that industry, and it delighted me.
The garage is out of the way and I knew I would be paying a little more. But I was intent on giving Dick my business. When I arrived at his shop at for my appointment, another car was in the bay, and I didn't have the time or patience to hang around. Dick apologized, and we rescheduled. I questioned why I was going through all this trouble but remembered those personal calls.
The next time he took my car immediately. But the bill was double what I usually pay for the same service. Since I hadn't inquired about the price, I took responsibility. But when I told him the diagnostic light was on and asked for help, he claimed he didn't know how to shut it off. He also failed to make an effort to figure it out, and suggested I read the manual. Instead, I made a quick phone call and resolved the problem myself.
There was no additional benefit for paying double, actually there was less. I usually get tires rotated, fluids checked, and reset of the diagnostic light. My expectations were doubled and the delivery halved. The mechanic's personal phone calls caused me to anticipate great service and then he let me down. I won't go back.
Make sure your business doesn't disappoint:
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