by Chris Passero. May 2004--Nu-Look
Collision has turned me into a Raving Fan with their excellent
customer service and I’d like to share my experience. Last
month, Nu-Look Collision took an unpleasant situation (an accident
with my van) into one of the best customer service experiences
I have ever had. How did they do it?
First, the Nu-Look team handled everything
with my insurance company, making an that part of the process
effortless and painless. Second, Nu-Look assisted with a rental
vehicle, which was conveniently located in their building. Without
this service, I would not have had a car to drive while mine was
being repaired. Third, Nu-Look completed the repairs two days
ahead of schedule, exceeding my expectations. Finally, when I
picked up my van, not only was it beautifully repaired, but Nu-Look
had detailed it inside and out, leaving it sparkling clean and
looking better than ever.
But the service didn’t stop there. A
week later, I received a card in the mail thanking me for my business.
The next week I received a follow-up phone call to see if I was
satisfied with the service. Was I satisfied? I was overwhelmed
at the level of service and care I received. This experience has
made me into what is called a “Raving Fan” of Nu-Look
Collision.
Sheldon Bowles and Ken Blanchard, co-authors
of the book Raving Fans, discuss how to go beyond simply satisfying
the client to exceeding their expectations – creating a
Raving Fan of your product or service. These Raving Fans become
part of your sales team, letting everyone they talk to know what
a great job you did.
How does a company deliver Raving Fan service?
Bowles and Blanchard discuss three steps toward achieving this
goal:
- Decide what you want: Create a vision of
perfection centered on the customer. Get a picture in your mind
of what perfect service looks like.
- Discover what the customer wants: Find
out what the customer is thinking and alter your initial vision.
- Deliver the vision plus 1 percent: Consistently
deliver better and better service. Improve 1% per week and within
a year, your service will be more than 50% better.
Many companies are known for delivering good
service. Imagine how incredible the customer service experience
would be if we all made effort to deliver “Raving Fan”
service!
Hats off to Nu-Look Collision for achieving
this level of service – they’ve made a Raving Fan
out of me!
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