So…
Yesterday, after realizing that I’d chased off another potentially loyal customer, I took your “admonishment” to heart and began working on my customer skills.
First, I was hanging off the ladder, feverishly fixing a customer-damaged boom when a gentleman steps into the bay.
Him: “Can I get change for my $20?”
Me: “Certainly, the bill
changers accept $20 bills.”
Him: “Well, I don’t want $20 in quarters.”
Me: “The
changer pays out $1
coins.”
Him: “I don’t want all those
tokens.”
Me: “No sir…they’re US $1
coins. You can spend them anywhere. Or, you can use your
credit card…”
Him: “Well, I don’t want to waste $5 on my
credit card just to wash my car.”
Me…thinking: “So I’m supposed to climb down, swap your $20 for some smaller denominations so you aren’t ‘inconvenienced’?”
As I figure out a way to secure the boom, I look down to see him walk away. I hear as he slams his car
door and drives away…in his brand new (temporary license tag still affixed) $80,000 Audi S7.
Later, I’m wandering the lot and witness a couple of older women struggling with the bay equipment.
Me: “Can I be of any assistance?”
Woman 1: “We can’t make this work right.”
Woman 2: “And, we’ve already spent $10 trying!”
Remembering Robert Roman’s
Loyalty Program, I spring into action and drop $5 into the meter.
Me: “Let’s see if we can get this going.”
I switch to pre-soak and give the car a thorough coating. Then, tire cleaner.
Woman 1: “Oh…we didn’t see that spray thingy. We were trying to get it from the handle.”
Woman 2: “And, then the handle doesn’t spray much at all!”
I select High Pressure
Soap and pull the trigger. I smile as they squeak and look at each other…realizing they had failed to pull the trigger. I handed the gun to Woman 1…she nearly fell over when she pulled the trigger.
Woman 1: “Oh my! I don’t think I can hold on…it’s too strong!”
I took the gun back and sprayed down the car…doing my “professional” washing thing. I explained the process as I went through all the selections.
Me: “There you go ladies. A nice clean car. I hope to see you again.”
Woman 1: “Well, thank you, young man.”
Woman 2: “Yes, thank you. How much do we owe you?”
Me: “It’s my pleasure. Thanks for coming in today.”
As we chat, they tell me about moving to The Villages…in Florida…and how Woman 1’s grandson will be getting this car as a graduation present.
Woman 2: “He’s flying in from Omaha this weekend to drive it back. He’s so excited!”
Woman 1: “Yes, we figured he’d appreciate having it cleaned up for the trip.”
Me: “Well, isn’t that wonderful.”
I think I might be doing this
Loyalty thing wrong?
