Deliver Consistent Service

[Joe Marconi]

Deliver Consistent Service

 

I think we can all agree that people do not flock to McDonalds because of the delicious, healthy hamburgers, right? But how are franchises like McDonalds successful? Well, one of the reasons is that they deliver consistent service. Notice, I did not say the best service. People are creatures of habit and tend to return to what they are most familiar with. Businesses can create this feeling of familiarity by delivering the same level of customer service by all personnel, same quality repairs and by keeping the process from phone call, to vehicle write-up and car delivery all the same. Obviously we need to strive for outstanding customer service and the very best in terms of repairs, but without a consistent pattern for the customer to latch on to, you may be not be anchoring the customer to your company.

 

Remember, even different people answering the phone with different phone manners and phone skills can cause inconsistency in your customer service. The more consistent your business is in the eyes of the consumer, the more repeat business you will have.