Recently, while driving through south central Ohio, on a rainy Thursday morning, my truck blew a tire. I was fortunate to be near the Washington Court House exit and made it to the bottom of the exit ramp. A shard of metal had sliced the sidewall and the tire was shredded like a head of cabbage about ready to become cole slaw.
I took the key to the back of the truck to unlock the spare. It didn’t work. I tried the spare key without success. I’m not what you would call a handy guy, so I figured it was operator error. I was forced to contact emergency road services. When the man arrived he went through the same process I did with the same result. He said he’d have to get a flat bed tow truck to take me to a dealership. I said there must be an easier way, let me call the dealership where I bought the vehicle. Here’s a little bit how that conversation went:
ME: “I’m sitting in the rain on a highway with a flat tire and can’t remove the spare tire.”
Guy at Dealership: “Oh yeah, that happens sometimes. You’ll have to cut the cable to release the tire.”
ME: “I’m stuck in the rain on a highway in south central Ohio. I don’t have cable cutters. Is this a known defect?”
Guy at Dealership: “Yes, as I said this happens sometimes. Nothing I can do for you. Good luck.”
I emerged from the truck and told the man what had happened. “I’m not surprised,” he said.
While I was waiting, I called the dealership to let them know we’d be coming. Forty minutes later a flat bed truck arrived. The man slid under the truck on the wet muddy shoulder of the exit ramp and hooked it up. Then we both drove to the local dealership. The shop was filled with cars, so I estimated my wait time would be substantial. I was surprised when a man in a blue shirt appeared with my truck less than 30 minutes later.
I asked if I could speak to the service manager to thank him for getting me in and out so quickly. He said, “I am the service manager.”
I was shocked. “Wow” was all I could utter. “I really appreciate it. How much do I owe you?’
“No charge,” he replied with a grin. “From what I know you’ve been waiting long enough and you still have a long way to go. Travel safe.”
I couldn’t thank him enough.
I climbed into my truck and made my way back to the highway. As I drove home I made two hands-free phone calls. The first was to the tow truck driver who had crawled under the truck getting all wet and muddy on my behalf. I thanked him once again and told him he drove away before I could tip him and say thanks. He said, no tip was necessary and that he was just doing his job.
The second call was to the car dealership. The receptionist answered the phone and I asked to speak to the top ranking person at the dealership. The next voice I heard was a strong baritone who identified himself and asked if he could help me. I proceeded to tell him about the amazing customer service I had received from his employees. He said he was glad to hear it and would be sure they knew I had called. He told me they were doing what they were supposed to be doing.
I said, “That may be so, but when you compare how they did their job compared to the dealership where I had purchased my truck, there was no comparison. The other dealership showed no compassion, no empathy and no help. Your staff, who didn’t know me, who didn’t have a personal relationship with me, or had nothing to gain from a transient customer, bent over backwards for me.”
Needless to say I won’t be buying any more vehicles at the dealership in Illinois. But someday I might be driving through Washington Courthouse and decide I need a new vehicle from the Carroll Halliday dealership.
I’m certain we all have customer service stories to share. I have many more. Dealing with regulatory agencies, utilities, or communication companies quickly come to mind. I’m often reminded of the philosophy of Don Gallegos. Don created King Soopers Grocery stores, a very successful chain in Colorado. He says “The customer is not always right, but they are always the customer.”
All too often in our business or personal life we forget that we don’t have to always agree with someone. But if we try to understand them, walk a while in their shoes and show empathy, it could make an enormous difference. When you make things happen for someone, especially something good and unexpected, it makes their day and usually makes yours.
Until next time…