Customer Service and Customer Loyalty: A Story of Good Service

In customer service and customer retention it is the small things that add up to increased sales. It is much easier and more lucrative to maintain your current customers than it is to spend exorbitant amounts of money constantly trying to recruit new customers only to lose them from poor service. Below is a story of good customer service.

I don't know about you, but I have stopped doing business with places that seem to have disdain for their customers and gravitate to more customer friendly places. Processes should be designed around the customer’s needs and not to make things easy just for the company, managers and accountants. (I'm also not a fan of phonetrees and saucy personalities.) 

Let me give you an example of something that worked right and gained my loyalty. I had some body work done on my car which I think someone hit it while parked during a snowstorm. My friend noticed one of my taillights were out. I went and bought bulbs and stopped by a local mechanic to see if they would put it in.

(I am actually pretty good at fixing up cars but because of the snow I didn't have access to my garage at the moment and the last thing I want to do is drop something on the ground. As a side note, I will be buying an old luxury car 1987 Rivera from my friend when I get back from Cali for like $1K or less for winter and to put my fishing dingy in the trunk. 6 cylinders and everything works. I'm going to try and soft negotiation him down to $900. As a tip, if you raise your eyebrow just a touch while a seller gives you the price and pretend you’re thinking, you can sort of watch to see if they are contemplating dropping the price. 🤫)

Anyway, the mechanic said its an electric problem and I would have to make an appointment. I went back to the parts store to return the bulbs, and the guy said, "Let me take a peek to see if it was the expensive LED in the enclosed case ." (Car manufacturers should stop designing things to jack the cost!). He reaches in and up into the hole and pulls out a disconnected wire and we plug it in. Whallah! It worked. My guess is the body shop unplugged and never connected it back up. I'm not sure why they were looking at that side. 🤔

The lesson here? Good customer service brings repeat customers and more referrals. The two guys working behind the counter were very friendly and happy to help and saved me some money. Check out AutoZone in Esky! <<<<<<A referral.

According to this study, Customer Relationship Managment (CRM) appears to impact customer loyalty. Customer Service and Customer Loyalty