I’m not that familiar with cars. So when I went to Larry’s Muffler to get a brand new muffler on my ’97 civic – I was expecting to sit in the waiting room, pay what I owed, and walk out of the store. But not at Larry’s. Lo and behold, Larry took me out to the garage and had me look under my vehicle to show me exactly where the holes were in the old muffler and what his team member would be replacing. I was blown away! I not only had an incredible, personalized experience as a customer, but I was treated with respect. Larry was willing to show me exactly what was wrong and how he planned to fix it.
What can you do to treat your customers with respect and individualized attention? I think this is especially when you have service encounters that involve things that a customer may not understand or be familiar with. Indeed, it is so important not to “talk down” to a customer in these types of interactions, but rather, treat them as a peer. Better yet, share with them some things related to their service so they walk away with some valuable education!