I work in a service environment and love to discuss good and bad examples of service. This is an example of wonderful service that I received recently when my van needed new tires. I shared it in my office and so I documented all of the details and then recapped the experience noting specific acts. I also created a devotional piece for myself and this blog. You may be bored to tears with the details that I have noted. However, I think you must suffer through them in order for the point to come together. -At least I hope that it does. I may or may not add more to it. It is a long read though so go refill your coffee first...
The details of a recent service experience:
A couple of weeks ago, I woke to a flat. I have special tires on my van, called Run flats. Because of this, a special machine is needed to work with these tires. There are only a limited number of dealerships that have the machine. I ended up having to go to Casey Honda in Newport News for service. If you're not familiar with the area it's not really far but it's "over the bridge" which is a common reference for me that might as well mean "on the other side of the world". I had some other work that I also needed to get done and so I took a book to read in preparation for my long visit.
I park the van and walk in side and a lady greets & directs me to a man that will help me check in my van for the appointment. His name is Don Matol.
Don greets me and locates my appointment in the system. I actually have a list of things that I wanted them to work on during service. I noted most of them when making the appointment. It looks like he has them all in the system but I want to discuss them so that I can be sure that my questions are answered. He understands and we walk through the list. I start with my flat tire. All of my tires actually need to be replaced but they have some strange wear marks and because of their uniqueness, I want to know how to NOT have this issue again.
He walks me over to another car and discusses a similar issue on the tires. My problem is most likely alignment. As we turn away, a lady brings my van around and I indicate that it's coming through the shop. He happily replies and welcomes the idea of showing me another more personal explanation. He asks the lady to turn the wheel so that all of my tread is displayed. He says "Oh, yes. This is an issue with alignment." My wear bars are showing. The outer tread is bald. The inner tread is thin but not like it's outer row.
We look at the other tires and confirm that all 4 need to be replaced and we return to the desk and the next question. I need an oil change and I ask about a transmission flush. He communicates with me about how if it's needed it would show up as a service reminder in my dash and that most likely it wasn't needed yet. He explains the service code that it would give me. I'm still trying to process. I guess my face is puzzled. To which he replies, come here and let me show you. We return to the vehicle.
Evidently, if you hold down a button on my dash it will tell you the service coming due. He shows me where the code appears. My transmission service is coming due it's not needed just yet. My oil service is due and so he shows me how it would appear. We return to the desk and he shows me a chart on the counter where I was standing and he explains what service I can expect for each code.
I ask where I can get a copy of that list. He explains that it is in my manual. He says, "Actually, there are 3 manuals for this vehicle. This particular article can be found in the Service History Guide." I bought my van used and had to order manuals. I only have two. I didn't know that there was a third one. I guess, I said that out loud and he said, "No problem. I will be glad to print you one from the internet." (I love that he was willing to print it and didn't just tell me to go home and do it myself.) I need to remember to order that book though.
We go through some other things on my list and he says, "I know that you're getting a lot done but while your vehicle is here; I'd really like to make sure that there are no recalls or updates due." I know that I have one recall but I don't think that the part is even available yet. He looks through the system and finds the details. He assured me that they have already checked hundreds of vehicles for this recall and haven't found one van with the actual problem. Just the same, they will look at mine while it's in.
He explains that he also finds an update that he needs to complete as well. Being a verbal thinker, I utter the word "update" trying again, to process. He explains that just like computers that run windows and have software patches, this vehicle has a computer and will also need software updates occasionally. The update and recall are both free. It never really occurred to me that a car with a computer would have an update but it makes sense...
We go through a few more of my questions. He explains and discusses each one with just as much attention. By the end of the list he says, "We have a lot of work to do and this is going to take some time". I assure him that I am in no hurry. I have a book and a plan. I did ask if his expectation of "a long time" meant by 6:00pm or 9:00 pm. He said "Oh no, our service department closes at 5:30. If your vehicle isn't ready by then, we're going to have to give you another vehicle." (I think that he called it something else.) "But we're going to try really hard to get your vehicle finished."
I was weirded out about the loaner car thing. He must be joking. I sweep the thought aside as he assures me that he has a lot of guys and the schedule is not as busy as it had been. Maybe with a group effort, they would be able to complete all work.
I go outside to read my book, thinking about how different this experience has been verses what I see at other automotive shops. Even the competitor to this place shows a disdain for having customers. I realize it's most likely and attitude about the work but the attitude transfers to the customer. If the work performed is anything like the attention that I have received walking in the door, then I will have to make it a point to come back to Casey, no matter how hard that might be.
I continue outside and my husband appears. Instead of my book, it looks like I'll be shopping instead. The time passes quickly. I return to the dealership at just before 5:30 and he replies, 'You are just on time". He says "My team worked so hard. They really did and they did a great job but we just weren't able to finish. I'm really sorry but we're going to have to get you that car."
I am seriously shocked. He apologized for having to give me a car. I am thinking, I had so many plans this weekend and I am so thankful that I am not out a vehicle. I can't believe their going to give me a car. I'm not a CEO... or in a suit or anyone of a particular status. I'm just me and they still want to give me a car. He says that he needs to finish something else really quick and then get back to me. I go inside.
We meet at the counter and he introduces me. The lady (Vera) says, I see that you have an Odyssey. Would you like a car or another van? I'm shocked again. Really? A van? "Of course, I'd love a van. I have 3 kids..." I was picturing all of us in a CRX... and shuddering. "A van! YES PLEASE!" Don leaves me and assures me that he will be in touch on Monday.
As I exchange information with Vera, the same lady (Candie) that brought my van into the service bay asks me if I'd like the replacement van parked aside mine for switching the car seats or if I'd like it out front and just carry the car seats through. I don't know why I am shocked that she would ask me how I would like my car brought to me but I am. -Although it doesn't matter. Whatever is easiest. I told her that I could carry seats through. She explains how we will do this before she departs.
Candie is back in a moment. While my documents are printing at the counter, Candie and I return to the bay to get my seats. The van is still on a lift. I think to myself; didn't she just offer to park the rental beside it? Gosh, she clearly could have done that. All of my tires are on but man that would have been a lot of work for her. I am surprised that she even offered that. This was so much easier for them. I'm glad that I didn't request the first option. As we wait for my van to come down, she leans over and says beamingly, "The van you're taking home this weekend is new. It only has 86 miles on it."
my.heart.heart.palpitates.
I thought she must be kidding. I say to myself, maybe she said 86 thousand miles... -but wait, that's not new. She said new. "Are you serious?" I ask. She was serious.
I finalize the details with the two ladies. They are just as accommodating and friendly as Don. I get in the van and no lie, I feel like what people say that they feel when they leave Disney World. I must be releasing endorphins in massive quantities. I can't wait to tell somebody! Actually, I can't wait to tell a couple of somebodies.
I call my network of good listeners; I listen to myself and think of the details. Underneath, I think to myself, I bet they gave you a van so that you'd want the new one instead of the old one. I am actually not interested in another van right this minute but seriously, even if that was a sales gimmick, no one has EVER really acted like a shortage of something, was an opportunity to provide such unexpected results. -At least not at a car dealership. And Kudos to them! I've had a good experience car shopping here before. If I was to buy a car, this might very well be the place that I buy that next one!
I think about Don's demeanor the entire time that I am there. Even if this was "just a job" and this was how he was supposed to perform- he never let on if his heart wasn't in agreement. Even if he was annoyed by my 6th question or if he cringed at the thought of having so much work to do in so little time; he gave me the genuine impression that he wanted to meet every need that I had no matter how long it took. He wanted not just my van, but my needs serviced as well! Even if they had nothing to do with the van. There was something extra... It was refreshing! (What's that? Customer service?)
While telling my mother, she explains that when I was young, that was the way that service was supposed to be. You would lose your job if you didn't provide (what I described) every time. I think to myself, how sad is it that our society has just accepted the fact that the person on the other side of the counter or phone is most likely not even going to want to deal with you. Why have we lowered our standards?
******
Intro: I really wanted to learn something from this experience but also share it with others. Not just the awesomeness of the "Casey Honda" but what about my convictions? How could I apply this in my own service at work and in my church or among peers and family?
I read this story at work and then highlighted things that he did throughout our appointment. If you've caught anything I've missed, please share it! In fact if you have any significant service experience that you'd like to share, I'd like to hear it that too!
His Example:
- Review the problem. Is that all of the details, issues?
- He teaches me something and gives not one but two examples. -Repeat it, if necessary.
- Move – Don’t tell them. Show them.
- Don’t wait for them to ask questions. Read their language.
- If they’re defensive, check your tone.
- If they look puzzled, ask the question for them.
- If they are frustrated, assure them.
- Be empathetic. If you were on the other side of the counter, what would you want to happen?
- Don’t fix this visit, fix the next two visits.
- Updates
- Maintenance
- Inventory
- Settings
- Other errors or notifications
- Don’t tell them to do it. Do it for them. (Like printing the manual.)
- Ask them even more questions.
- Explain what you’re doing. Most of the time they like it.
- Don’t underestimate the time. – Tell them if it will take all weekend!
- Have a back up plan if it does.
- Schedule work for a later date if necessary.
- Check your attitude.
- Greeting "You’re right on time."
- "Let me do it."
- He spoke for the team.
- He didn’t say, oh I can’t do that or that’s someone else’s job.
- In fact he fluffed them up. “My team worked hard.”
- Think about who you would give your best service to and then treat everyone like that. Is that the President of the company, your mother, your idol?
- You don’t have to tell them how complicated the steps are for you. Let them discover it. (Like how hard it would've been to bring my van back to me.)
- Is their shortage your opportunity to sell them on something? – or blow their mind?
- Apologize if necessary.
- Thank Them.
The devotional piece in how it applies to my family or personal ministry...
1. What about where I should lead within my own community. If I review the list of Don's actions do I go through even half of those steps in my spare time, with family, my children in ministry? -Even if it's in my free time or if I am not getting paid?
2. Am I again so focused on the work of the customer, I forget about the service of the mentor. Who is along side me that I need to be giving just as much attention to?
3. And yes, even in my own ministry... I think about how I couldn't wait to tell someone about my experience. Don't I want to be so "in alignment" with God that I can't help but meet the personal needs of those who are near me. Don't I want others to be so excited that they come back to hear about him again. To be taught... about my Savior? Don't I want them to come back to church although they might find the commute an inconvenience? Is what my church offers worth the commute or extra time that would be lost to them?
4. Matthew 5 says that our light is to expand. -To touch others. -To be contagious. For the way that I perceived Don, is the way that I left feeling. How do I represent my God to others?
5. What about my role as a mother...? Just this morning when my son was disappointed in a change of plans, instead of my focus trying to be only how to break the news in the most loving tone, and offering an apology; I thought of my service experience, and how might I be able to offer him something else that I could do instead to show that he really did matter to me.
Supporting verses:
Ephesians 6:5-7 - Slaves, obey your earthly masters with respect and fear, and with sincerity of heart, just as you would obey Christ. Obey them not only to win their favor when their eye is on you, but as slaves of Christ, doing the will of God from your heart. Serve wholeheartedly, as if you were serving the Lord, not people.
Philippians 2:1-4 - Therefore if you have any encouragement from being united with Christ, if any comfort from his love, if any common sharing in the Spirit, if any tenderness and compassion, then make my joy complete by being like-minded, having the same love, being one in spirit and of one mind. Do nothing out of selfish ambition or vain conceit. Rather, in humility value others above yourselves, not looking to your own interests but each of you to the interests of the others.
Customer Service is an Art. You can be creative. You can express yourself and how that translates in a variety of ways.
How Art and Service might be alike:
1. You have the opportunity to leave an impression on someone.
2. You might even inspire them!
3. You can be as creative as you want to be.
4. You should take your time to do good work because your finished product reflects you!
5. Sometimes you have to get your hands messy.
6. Sometimes the best art/service comes from a happy accident.
7. You can never have enough tools to perform your work.
8. It's interactive. If you put nothing into it, you will have offered nothing or not have a finished product.
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