Yesterday I had one of those great customer service moments… I took my car into B Street Collision Center , a local body shop in Omaha, NE. I have two pieces of chrome, one on the front bumper and one on the back bumper that keep falling off. I had to take it in because my Buick LaCrosse goes from looking like a nice car to a junker because these pieces are missing.
I had to order one of the chrome pieces for the back bumper and the other piece was going to be glued on again. Total cost $72.00. This amount is not very much when you consider the cost of the part was $42.00 Total labor for installing one piece and sanding down and gluing the other chrome piece was probably 30 minutes. Still with me…
When I picked up my car, I paid for the work and the company brought my car to the front of the building. When I first looked at my car I could tell something was different. Car was washed, polished, tires shined up. Inside, the car had been scrubbed down, (detailed) better name for this process. I was in shock. This type of service went above and beyond my expectations.
My point here is everyone is your customer and deserves VIP, (Very Important Person) treatment regardless of price. I know if something would ever happen to my car, I would return back to this company in a heartbeat. This whole experience helped remind me that people notice great service and from a cost stand point, they may have broke even, but in the end, they gained a customer for life. What type of service are you willing to provide to keep a client for life?
Thanks B Street Collision
Brent Pohlman
