Several times in my life I have changed direction - and after changing direction - have spent up to 10 or 12 years totally engrossed in a subject - until I became a true expert. A specialist. Some of these areas, in which I still consider myself to be an expert are: Developing Passive Income. Multiple Streams of Income - including passive. Mind Power and Motivation. Customer Service. Derivitive Trading on Shares and Indices. And more recently, Internet Trading.
Today I will take one of many looks at Customer Service. The most inspirational person I ever knew in this was John Hughes, a leading new and used car dealer from Perth, Wesern Australia. John had three sayings that all his staff knew well.
"I stand behind every car I sell."
"What you do for a customer after the sale is worth far more than anything you do to get the sale."
To staff "It's my way or the highway."
I know John's statements were all true. I bought a car from him once. After buying I took it to a mechanic I knew for a check out. The mechanic told me that: "This car has been in an accident.It has been broken in two and expertly put back togeher. I wouldn't buy it if I were you." I took it back and was shown into John's office. No Managing Director's sign on the door, just an office. I explained to John that the car was not as represented and that the mismatched paint under the hood and a few other signs indicated that this car, while roadworthy, was not as presented to me. John said: "Leave the car here. I'll have it looked at and give you a decision tomorrow. When I returned I was told that my claims of a patched up car were true and that this was a condition that the sales staff were not aware of. I could therefore
(a) Have a full refund or use the price paid as a full deposit against any other car that I wished to buy.
(b) Or I could keep the car at a huge discount.
If I decided not to keep it, it would be disposed of, and not sold in the car yard again. It as against John's principles to sell a car disguised as this one was.
Is that great customer service or what? I bought. I was dissatisfied. I got looked after in such a way tha I would willingly have bought from that dealer again and again and again. Why? Great customer service. I was made to felt the dealer was there to give me what I wanted. I was important to him. Now that's customer satisfaction. The result of great customer service.
I'll continue this tomorrow.
