Our business is repairing vehicles. Our goal is to do that well but at the same time, offer customer service we can be proud of. Having been in business for forty years has given us a deep base of customers, some who are third generation drivers just starting to use our services.
We received an email last week from a long time customer who mountain bikes. He and Jeff have had many conversations about their shared interests. He had taken a bad tumble on his bike and emailed us to let us know we wouldn’t see him for a bit. He shared what had happened and knew Jeff would be able to relate to a crash on his bike, just not to the level of severity of this gentlemen’s crash.
Interacting with customers everyday puts us in the position of being able to impact someone’s day. We have to make the decision, even if we are sharing bad news about a car repair, as to how we approach that. Not that we do it perfectly every time. We’d like to. We’d like to have our customers walk out knowing that we value their business and appreciate that opportunity to build a relationship with them. Many of our customers we consider to be friends.
When we receive an email like that, we are thankful that we didn’t just maintain or repair a vehicle, but we created a relationship.