The waiting room is located (no doubt strategically) out of the line of site to the service desk. We certainly wouldn't want customers witnessing the mechanics sharing the state of our vehicles with the "service" reps. So, every 30 minutes or so a rep would open the glass door, single out a customer and share the sad news. "You're vehicle really needs some work." My wife witnessed one such customer get reemed a new one over a gas cap of all things. "Sir, you're gas cap is missing - just so happens we've got one on the shelf. It's only $25.00. Should we just add it onto your bill?" The man shrugged his shoulders in reluctant agreement.
exuent service rep
30 minutes pass.
entre sales rep
My wife was presented an even less generous offer a timing belt. Lucky for us, she's more saavy than meets the eye. "A timing belt doens't cost that much." she said. "Ok." said the sales rep.
exuent sales rep
"You're right," said the Man sans gas cap, "a timing belt doesn't cost that much."
My wife smiled. "If you want to know an honest mechanic, I've got a great one." she said.
The Man pulled out a pen. "Great - I'm new to the area. Who do you go to?"
There's something to be learned here about the value of genuine service. It not only retains our customers, it makes them eager to refer others to our business. Christian Auto Brothers is generous with their knowledge and genuine in their service - at least at the Flower Mound shop. I think the other guys are forced to offer low prices because they don't have enthusiastic customers, referring new business that already trusts them. What would happen to that shop if they stopped trying to make the quick buck on a gas cap and threw it in for free since the guy was already spending like $800? He might not be so eager to hear my wife's suggestion. In fact - he'd probably feel taken care of ... even enthusiastic about the whole experience.
I think the same thing happens when a web design firm shares it's knowledge with it's clients. Sure, there's something to be said for consulting and large-scale strategic development, but if I know something can be done less expensively, wouldn't it benefit me more if I share that - regardless of how much money I'll make upfront on the parts and labor?