Super Customer Experience: Like a Shiny New Car!
by Kate Nasser |
Super Customer Experience: Honor the Customer
Image by: J-Rod85 via Flickr Creative Commons License.
Businesses that deliver a super customer experience, do so with actions that honor the customer as a person. As a business owner or leader, if you think of what you consider to be a super customer experience — you will find that it honors you.
Here’s a true super customer experience story from Twitter connection Jeff Allen, @bjaj1:
The year was 1999 and I was rewarding myself for two good years of sales performance with a new car — a Chrysler 300M – their newest model. I purchased from a well respected local dealership – Hayes Chrysler in Larenceville, GA. After the purchase I started having new car model issues with several annoying trips to service. The dealership was responsive and persistent in resolving the issues. Ultimately a computer upgrade in that model eliminated all the issues!
I took it in for a routine maintenance 3 months later, I mentioned to them that something didn’t seem right with the paint job. It looked cloudy not crisp and clean like the showroom model. He connected me directly with the factory rep who looked at the car and said yes indeed there was a problem.
He offered 3 options: A free bumper to bumper 100K warranty or a new paint job. I told the rep I wasn’t interested in the warranty and was impressed with the offer of a paint job yet wanted to hear the 3rd option. The rep said … or a trade in.
I told him I didn’t want to take a hit on 3 month old car with 13K miles. The rep quickly said … you won’t take a hit. There’s no cost. A new car for the one with the defective paint job! I said it’s a deal, shook his hand, and thanked him for taking such good are of a me.
Super Customer Experience: Honor the Customer …
The rep acted with trust that the customer was reporting the truth. He didn’t suggest that the customer had done something to make the paint job cloudy.
With integrity by owning the problem.
When customers buy a shiny new car like the one in the showroom, deliver that — not a repainted one. It honors the trust the customers gave when they bought a shiny new car from you. It also says to the customer: You deserve the reward you were giving yourself — a shiny new car. Now for 14 years he has felt that Chrysler also honored and rewarded him. He has told this story to everyone and now I tell it to you.
When a customer is disappointed for any reason, make it easy for them to voice their views and easy for them to get and be happy with a remedy.
When business leaders of non-luxury products and services hear these true stories, they often think it applies only to high end markets. Not true.
All customers expect to receive the same quality as they were shown and sold. Chrysler didn’t upgrade Jeff to a more expensive model. They simply lived up to what he was shown and sold. No excuses, no mistrust, no tap dance of conditions.
Super customer experience is not complicated when core beliefs of trusting and honoring the customer emerge consistently with authenticity and ease. Ask your teams, how do we honor the customer and how can we do it better? And watch the super customer experiences happen before the customers’ eyes!
What super customer experience story will you share with us to continue the learning?
From my professional experience to your success,
Kate Nasser, The People-Skills Coach™
©2013 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email firstname.lastname@example.org. Thank you for respecting intellectual capital.
Kate Nasser, The People-Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.