Have you ever gone someplace and had an experience that was so unexpectedly enjoyable, you couldn't wait to tell people about it?
That's exactly the kind of response you want consistently from your customers.
What is required to create this kind of experience? Exceed expectations with pleasant surprises.
I just had such an experience at, of all places, an oil change garage!
So, what is the typical expectation when getting your oil changed at a garage? That oily/dirty garage workers drain the old oil and fill new oil into your car correctly for a fair price. That they are competent and efficient. Pretty simple, right?
I just bought a used car and wanted to get the fluids changed. I decided to go to the same place noted by the previous oil change sticker in the window. I had never been to a Valvoline Express Care station, but thought they might be able to provide some additional insight about the maintenance history of my car.
When I arrived, I had the typical expectations. However, they were radically exceeded from the moment I drove into the parking lot. Here's what my experience was like:
An attendant walked out to warmly greet me as I began to park in a parking space - urging me to pull directly into the repair bay. He and the rest of the team were dressed in a clean/professional uniform. He guided me into the bay and they began a non-stop banter and flow of information. It was more like Seattle's Pike Street Fish Market (Google it) than any auto garage I've ever seen. Shouts of "Showtime, Bay Three!", "Electric a go!", "Thank you, sir!" reverberated across the garage as four separate specialists rushed around conducting a full diagnostic of lights/signals and other fluids prior to changing my oil. They brought up my car in their computer system (next to my car), shared the extensive service history, and provided insights about the options for service now and in the future. They provided a full-service oil change with all the bells and whistles (including payment and receipt) without me having to get out of my car.
In less than 9 minutes.
Yes, I was impressed. But even though it cost a few dollars more, it was way more than worth it.
And plenty of other people know about them now. I'm now an unpaid promoter for Valvoline Express Care. All because they spent the effort on things that didn't cost any extra to provide buzz-worthy service.
So, what low/no cost things can you do to create a "Showtime" experience for your customers...and get them buzzing?
Think about it. But more importantly, do something about it...today!
That's exactly the kind of response you want consistently from your customers.
What is required to create this kind of experience? Exceed expectations with pleasant surprises.
I just had such an experience at, of all places, an oil change garage!
So, what is the typical expectation when getting your oil changed at a garage? That oily/dirty garage workers drain the old oil and fill new oil into your car correctly for a fair price. That they are competent and efficient. Pretty simple, right?
I just bought a used car and wanted to get the fluids changed. I decided to go to the same place noted by the previous oil change sticker in the window. I had never been to a Valvoline Express Care station, but thought they might be able to provide some additional insight about the maintenance history of my car.
When I arrived, I had the typical expectations. However, they were radically exceeded from the moment I drove into the parking lot. Here's what my experience was like:
An attendant walked out to warmly greet me as I began to park in a parking space - urging me to pull directly into the repair bay. He and the rest of the team were dressed in a clean/professional uniform. He guided me into the bay and they began a non-stop banter and flow of information. It was more like Seattle's Pike Street Fish Market (Google it) than any auto garage I've ever seen. Shouts of "Showtime, Bay Three!", "Electric a go!", "Thank you, sir!" reverberated across the garage as four separate specialists rushed around conducting a full diagnostic of lights/signals and other fluids prior to changing my oil. They brought up my car in their computer system (next to my car), shared the extensive service history, and provided insights about the options for service now and in the future. They provided a full-service oil change with all the bells and whistles (including payment and receipt) without me having to get out of my car.
In less than 9 minutes.
Yes, I was impressed. But even though it cost a few dollars more, it was way more than worth it.
And plenty of other people know about them now. I'm now an unpaid promoter for Valvoline Express Care. All because they spent the effort on things that didn't cost any extra to provide buzz-worthy service.
So, what low/no cost things can you do to create a "Showtime" experience for your customers...and get them buzzing?
Think about it. But more importantly, do something about it...today!
