Jasper Engines & Transmissions is sponsoring the Town Hall Academy, hosted by Carm Capriotto of Remarkable Results Radio; a program to help automotive aftermarket professionals improve their business – one lesson at a time. One great aspect of Town Hall Academy allows service professionals to learn from their industry colleagues in a round table forum. There are new ideas and perspectives shared from aftermarket professionals who have a passion for the topic of discussion. The following topic, with respect to providing exceptional customer service, has been provided by Carm himself. Please read and 'click' on the link for access to the podcast... enjoy!
Carm Capriotto for JASPER (Blog 1 of 6)
Finding differentiation is easy if you commit to doing something better than anyone in your market. It is just good business to have a strong business culture (code of conduct), documented processes, great systems, strong customer relationships, quality workmanship and controls, a training culture, cleanliness and the biggest of them all customer service.
Have you ever felt the extra special treatment at a luxury hotel when you’ve asked the hotel concierge for help with something? Haven’t you always felt like a dignitary; as if you were the most important customer at the hotel?
Conceptually, luxury hotel level concierge service is the basis of this discussion with your industry colleagues; shop owners Bruce Howes, Jeremy O’Neal and Dave Kusa. Together, this panel remarks not only the value of top level customer service and what it means to your business but what they are doing to go above and beyond the standard.
“True Concierge Service is not a company policy. It is a code of conduct that everyone in your company adopts.” When customers experience a higher level of customer service, exceptional treatment and follow through, they remember it more than the service you performed.
In this enlightening Town Hall Academy, you will hear about business culture, quality controls, cleanliness, loaner cars, and creating a more loyal customer. The discussion continues with ‘one free thing’, a token gift, and how deep should a concierge level of service go.
We are always so time challenged to attend or participate in great seminars, so dig into these Academy sessions. Set aside your own time to engage with your industry colleges as they pay it forward. Go here to listen or watch the lesson. Enjoy it like a documentary, learn like a seminar.