Drat! That thump, thump, thump, was a flat tyre! And I was in a hurry too! My regular mechanic quickly changed to the spare and I dashed off paying nothing.
While new tyres were being fitted later - yeah, they were due anyway - a stranger looked on. Mr broad shoulders, bulging biceps & a macho crew cut stood out in his light coloured shirt while others wore dark ones. He looked over, nodded, and paid my car a compliment - yes, this was THE boss of the chain of car tyre & service outlets. Before it, I'd been going to another one that was also his - why did I switch? Same chain, same services, but .............. !!!
You can identify with me can't you, when I say that being only minimally knowlegable makes me feel silly when what needs fixing is explained to me? Well, that feeling of inadequacy hasn't gone away and is compounded by my lack of Chinese dialects and their lack of English when we attempt to sort things out.
Well, at the previous place I did not feel they were taking me seriously (they kept giggling, honestly!) while in this outlet I do. The guys are very patient in trying to explain so that I can understand (e.g today I heard 'element' when he meant 'alignment') and show lots of consideration too. Their manner was the first reason I changed over, but the reason I stayed all these years is that their work is always reliable - when they've given advice or an estimate of when something needed to be changed its been accurate, and they've consistently maintained my cars in good order. Yes, my friends have been recommended there too, because I feel comfortable. Different outlets, different brand behaviours - which do YOU think makes more $?
Behaviours of staff can be critical to retaining customers. Recently someone asked for stock phrases for her staff to use in awkward situations so that her customers would feel cherished.
Now, THERE's an idea for enhancing customer relationships! Combine friendly phrases with genuine smiles and gentle tones and voila! an instant improvement in customer care! Call me on 6-03-21697704 and say what awkward situations you'd like to improve and you too can have reassuring stock phrases on hand to draw from :)
BRING ME THE BRAND AND I'LL INCREASE ITS PROFITS!
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