Jim Hinshaw
Contributing Writer
Improvement Professional, President & Sales
Had a great week this week. First, had an oil change while on a trip to Colorado. We were in Colorado Springs for a couple of nights, realized we had been lots of miles since our last change, had a lazy day, so called up one of those quick lube places, they got me right in. Handled some new windshield wipers, got a $10 credit, life was good.
Then an amazing thing happened. I got a call from the tech who changed my oil! He remembered we were on a road trip, said he hoped it went well on the ride, and if I had any questions, just give him a call. I was amazed. Got me to thinking, which is a good thing…
An oil change is almost a commodity. You can buy the oil yourself, change it on your garage. I did back in the day, can remember clearly changing the oil on an Austin Healy 3000, one fine classic car. Got distracted by a phone call while it was draining, forgot to screw the drain plug back in, it is amazing how much of a garage a can of oil can cover. Just about all of the garage floor is how much.
You don’t need a EPA card to change oil, although some knowledge and experience is helpful. What is amazing is to get that technician to call and be sure everything went well, he knew I was on a trip, chances of me coming back are real small.
And I paid $49 (after my $10 credit) for synthetic, not hundreds, included filer and all. No need to quite write me and say that was too much, or not enough, they were real close to where my wife and I ate lunch, easy decision. My point is this: if the manager of that oil changing station can get his team to call, possibly even require them to call, give them the time to call, what lesson is that for us? Plenty!
Our average ticket is probably 6-10 times that oil change. And while we possibly pay our techs more than the oil change company, I am thinking they are in the same approximate tax bracket. Would it make a difference if you did call your customers after a service call? Realize many of us do after an install, but pretty rare on a service ticket. Could possibly be one of the inside staff, just would be another small thing to separate your company from the pack of wolves charging after your customer.
And on a similar note, was in Vegas recently, my allergies flared up big time. Sneezing, eyes itching, and a serious rash on selected parts of my body. Went to the CVS pharmacy on the strip, met Matyt at the minute clinic. Walked right in, told her my symptoms, she went into a computer, took extensive notes. Ended up assuring me it was an allergy problem, not shingles, gave me some ointment, Zyrtec, and nasal spray. I realize this is way too much information, but I am leading to a lesson in customer follow up. That was on Thursday in Vegas. On Sat afternoon got a text from Matyt, asking me how I was doing. I said fine, symptoms were either diminished or gone, she did good. But she did not stop there. Asked me if I was still on two pills a day, if I was using my nasal spray correctly, lots of details. Like she really cared! Amazing. Not sure how much the minute clinic cost, have not seen the bill yet. Pretty sure it was not more than going to my doctor. Also pretty sure I was amazed by follow up, really made an impression.
Here is the application. When was the last time you really made a positive impression on a customer, regardless of what they spent? Has it been a while? Have a friend in Canada, Alan Peters, called me recently asking how he could honor customers who had been with him for decades. What could he do to show how grateful he is for their loyalty? And to celebrate the decades of service he has been to the community. Good thinking on his part, doing something different is what is required today to keep your customers in your circle of family and friends. So let your whole team know how important it is to thank the customer for doing business with your company. They are not just at another service call, it may the first time you have ever been to that home. It must be an event.
Thanks for listening, we’ll talk later.