Wednesday, February 17, 2010

Motorvationally Speaking: "Hitting the Customer Service Mark"

"The way to gain a good reputation, is to endeavor to be what you desire to appear"
SOCRATES


If you're hoping a product or price advantage can take your brand to the promised land, you might want to check that dream at the door.

Product and price as a competitive advantage has been wiped out in virtually every business category. Those can be too easily duplicated, by every price-slashing, copy-catting, money-grubbing goober between Buctouche and Bangladesh.

But, a genuine customer service culture can’t be copied.

Particularly when a business sees Customer Service, not as a "department", but as an attitude.


From: elisha lapointe [mailto:elisha.lapointe@hotmail.com]
Sent: Tuesday, January 05, 2010 6:19 PM
To: gilbert@wheelsanddeals.ca
Subject: Ontario Friends experience Wheels & Deals

The adventures continue, and Service comes with a hug here...

Yesterday was spent touring the city, seeing quaint little houses, some still decked out with their Christmas fare. I noticed the lack of fencing, as if the neighbours here have no need of privacy, or in fact embrace their neighbours and the feel of community. At home, it's all cubed little squares, no one says hello, and privacy is paid for at premium. ...I'm falling in love with this cute little place, where everyone is quick to say hello..

It was Elisha's 29th Birthday...no really, she's 29 not just saying it lol....and so we all went out to dinner at Carribean Flava's....YUM... got to see My aunt Barbs sister Bonnie....and Steph and Elisha's friends...was a very good evening out. Beth and I went back to the Hotel afterwards, where we continued to sleep for 9hours ..(guess we needed it)

Morning coffee....even though we drink decaf..it's the same obsession with it...we need it...or we are gonna get cranky!! Beth was gonna run out on her own, but I wanted to join...

omg we've got a flat tire......(says beth)....say WHAT??

We call CAA....
Flat tire pumped up....an address from Eliisha to go get it fixed....

Welcome to Jim Gilberts Wheels and Deals...the Huggable Car dealership.... omg....there's music being pumped out of those speakers in the parking lot....I start to giggle...this is funny. It's singing a happy tune about this place being the huggable place...WTF...I'm skeptical..I'm from Ontario damn it!!

They take our information, our keys and direct us to wait...... wait...there's coffee....a kurig coffee maker....sighhh thank GOD.... We walk in further, only to discover a little posh waiting area, complete with lazy recliners, big screen tv's...video games, movies...free popcorn...
Ok..guess this won't be much of a hardship.....Then I use the rest room.....packed with diapers, ladies sundries and personal items....all free for the need of it...and I think....OMG..who DOES this??? Then I think, and I tell Beth...this is gonna kill us....they are going to charge us an arm and a leg here....

again the skeptic....

so...we relaxed, watched Ellen, had coffee and popcorn....all very very comfortably....and then it's done....fixed the tire...poor thing had picked up a nail somewhere...and get this....only 17 bucks to fix....coffee and popcorn is more than that in Ontario....We get happily directed to the nearest Tims, after being told to have a safe trip home when we go....

Is that our car???....no seriously, this car was cleaned.....help someone stole our car and gave us a clean one back.....THEY WASHED OUR CAR....and vacuumed inside...and took out the car mats and washed them too...they KISSED and HUGGED our car....and left a cute little letter inside telling us so, attached to some cookies...

OMFG...i get it....this place is called the huggable car dealership, and I want to run back and hug and kiss them all....this place was wicked...so so endearing..and made what could have been a yucky day, into a positively great experience...

Wow, we can really learn something about Customer Service from Fredericton...so far, everywhere we go, it's completely friendly ...

I need to go back and get a souvenier from the huggable dealership...that just rocked !!!


There isn't an ad in the world that can match the power of a raving fan, gushing over your brand and the way it does business. The quest for making your brand "seamless" is achieved when the internal culture and operations are aligned with what the brand is promising in its external marketing.

Today on TSB, we get up close and personal with one of the people most responsible for creating raving fans at Canada's Huggable Car Dealership ...a seamless Customer Service Leader ... Mark Embleton!



"Motorvationally Speaking", on CHCD TV, is a weekly, internet-based show focused on people who embrace the power of positive thinking. The guests may not always be famous, but they are always enlightening, and each one of them has an interesting story to tell. Your comments and suggestions are always welcome as we aim to inspire, educate and motorvate.


"Being on par in terms of price and quality only gets you into the game. Service wins the game"
TONY ALESSANDRA

http://www.seamlessbrand.com/


1 comment:

Ian Varty said...

Brilliant letter!

I had one of the worst customer service experiences (in my life) yesterday with my State Farm insurance rep in Sussex. Does anyone know of a huggable insurance company in New Brunswick?

I need an agent who cares about his/her customer, mine doesn't.