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We sell service, not products. Yes, we sell water pumps, brake pads and air filters. And yes, those are products. But it’s the service we sell, the customer experience, which lives on well beyond the customer leaves your shop.

Think of it this way; when you buy a watch, or a new cell phone, the experience of what you purchase continues after the sale. When we replace a customer’s water pump or air filter, there is very little about those items that lives on beyond the sale.

But, what does live on is the customer experience. The better the experience, the more likely the customer will return to you.  So focus on the customer experience, not the products you install.

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    • By Joe Marconi
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      Your thoughts?
       


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