Customer CEO: How to Profit from the Power of Your Customers by Chuck Wall

Author:Chuck Wall [Wall, Chuck]
Language: eng
Format: mobi
ISBN: 9781937134389
Publisher: Bibliomotion, Inc.
Published: 2013-04-29T14:00:00+00:00

The World Is Flat

At a time when “customer service” seems to be a dying art, I was kind of surprised to find it in spades in a tire store—and a discount chain tire store at that. I had an error in my TPMS (tire pressure monitoring system) that my mechanic could only half diagnose. He had the tool to read the computer error code and find out that the transmitter in one of the tires was no longer transmitting a signal. Unfortunately, he did not have the tool to determine WHICH transmitter was dead. I called the cursed dealership (I hate you with a white-hot passion) and was told I’d have to leave my car overnight for them to diagnose the problem, they’d charge me a diagnostic fee of $99.50, and they refused to give me even a rough estimate of how much it would cost to replace the sensor until after THEY diagnosed the problem.

My mechanic recommended that I call Discount Tire instead. They said to come on by, they had the correct diagnostic tool and they’d happily diagnose the problem for free. And why wouldn’t they? I watched the process, which took exactly 2 minutes and involved holding a receiver next to each tire to see if the transmitter was sending a signal. Good on Discount Tire. Another boo (but not a surprising boo) for (the dealer) for finding yet another way to hose their customers. After confirming the problem, the guy at Discount Tire quoted me $75 for the part, which they unfortunately did not have on hand, and sent me on my way. A few hours later he called to let me know the part had arrived and scheduled a convenient time to have it installed. I arrived at my scheduled time and was immediately taken care of. A tech showed me the part and told me what he was going to do. He did the job, walked me through what he had done, and sent me on my way, all in under 15 minutes. In the 15 minutes I was in the shop, I watched clerks and technicians alike addressing customers and one another with respect. The techs looked like they enjoyed what they were doing, too.

Are any of you other businesses out there listening? THIS is how you get people to come back. THANK YOU, Discount Tire. You blew my mind today. I will be back for all tire and tire-related needs. I just wish I could send all my other service providers to you for training. If my doctor’s office ran like Discount Tire, I’d actually make an appointment and go!

Robyn, Austin, Texas6

Reviewer of Discount Tire on yelp.com

Imagine building a $3 billion business by giving stuff away for free to complete strangers. That’s what one company has done for the Robyns of the world. And for me, too.

Odds are you have never heard of Discount Tire. Although the company has eight hundred stores, they are located in only twenty-three states. It captures about a 10 percent share of the U.

Download

Copyright Disclaimer:
This site does not store any files on its server. We only index and link to content provided by other sites. Please contact the content providers to delete copyright contents if any and email us, we'll remove relevant links or contents immediately.