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We’re not the cheapest guys in town. There – I said it. But we’re not downright unfair, and we do a good job at offering over the top value to those we hope to serve. In any market or industry, there are three distinct categories of customers, the price conscious, value conscious, and the quality conscious. Sadly, the price conscious folks seem to be the most discussed in forums.

 

We had a young lady come to us 2 years ago for service when she had a breakdown. In addition to the way her concerns were addressed from a technical/mechanical standpoint, she received such over-the-top treatment (I think her initial invoice was about $300), that her review of our company online indicated some key points in our company's mission statement, validating our effort to serve our market in the way we set out from the beginning. This, alone, made us dance joyfully. (I know…picture that, will you…)

 

A month later, she cancelled an oil change appointment...actually, I think she was a "no call, no show". When we called, we found that she had fallen ill with the flu. As she was local, and exactly the kind of customer we knew we wanted to be of service to, my service writer took it upon himself on his lunch to buy her a get well card, some hot soup, and a balloon, and deliver it to her door that afternoon. Total cost? About $10. Weird, I know, but seriously, how awesome do you think SHE felt about it?

 

What happened after that, and over the next 2 years was nothing shy of amazing. She has, without failure, come in EVERY FRIDAY with a plate of fresh, homemade cookies for us to leave out in our lobby for our other customers to share. Every week, for two years and counting! He cookies initially sat next to a well-articulated, printed letter she wrote, expressing her gratitude for “these weird mechanics who always seem to be more interested in the people who come in than the money they are hoping to make.”

 

As it turns out, she had a rotten experience with her last mechanic, and as we’ve all heard the story, vowed she’d never return there. Apparently they just didn’t seem to care about her…they only wanted her money, and over time, it became more and more evident to her & her family. Zig Ziglar (paraphrased) said that you can have everything you’ve ever wanted in life if you’ll just help enough other people get what THEY want. He’s right. We focus on serving the people that come in, not the “almighty dollar”. Focus on the needs of people, and the money will ALWAYS follow, I promise. Focus on the dollars, and you may make a few…but you’re falling short of your potential.

 

By the way, the customer described herein is married, has 3 college aged kids, and an elderly parent living with her. 6 cars. Six. In the last 2 years, we’ve collected almost $12,000 dollars from them for services provided, including 2 engine jobs. And she couldn’t care any less about the coupon in the paper at my competitor offering $10 off an oil change.

 

Just one man’s story.

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