I want to share something that happened the other day to demonstrate how even the most simple activity can be delivered in a very impressive way and in turn help your Online Reputation Management
I needed to get my oil changed and having moved to a new area I was not sure where to go. So I did what most people would do, go to Google, type in “Oil Change” and my zip code and looked at the search results. A few locations came up so I looked for the one with reviews and proceeded to head out the following Saturday.
I have been to many quick oil change businesses and in most cases you drive in, they do the job, and off you go. Well let me tell you, the experience I received was totally unexpected. When I drove up, a man came to the car door, welcomed me with a big smile and after we discussed my needs, he told me that there was a waiting room inside, coffee and magazines were available if I wanted and they would be right with me.
As I approached the door inside, another employee opened the door, greeted me and showed me the clean, neat waiting room. A few minutes later someone came to find me and asked me to step outside. After he got my information, he asked me if I had changed my transmission fluid. Aha! Here is comes!!. The push for extra services !!! I said I believe I changed it at my dealership the last time I was there and he just smiled and said “OK. Just wanted to make sure”
I felt pretty silly, waiting for a battle that never came.
I went back in to sit down and within 5 more minutes, here they came with my keys and paperwork. They presented me with a discount coupon for my next visit and as I went to the door, another employee opened it, explained they vacuumed the car out and it would just be a moment more while they cleaned my windows.
As I drove away I remarked to myself that this was one of the best service experiences I had in a long time. They exceeded my expectations in every facet.
5 Things they did right and what your business can do
1. Location was clean and neat.
2. Every employee took the opportunity to greet me or show common courtesies like opening a door.
3. They asked me what I needed, LISTENED and never focused trying to “sell” me on something I may not want.
4. They were prompt in meeting time-lines they set out
5. They went the extra step (vacuuming, cleaning windows)
All of these steps on face value are not that exceptional, but when combined and executed effectively, they had a lasting impact.
I then went online and posted a glowing review.
Remember, what happens on-site directly affects your Online Reputation.