If Service Were an Auto Show

It was a perfect Saturday afternoon.  The local merchants association used a festive antique auto show as the magnet to pull customers into the small town square.  The spirit was ramped up even higher by the local radio show broadcasting from the square. The treat was made complete by a host of charity groups selling or raffling everything from popcorn to dinner for two at the best restaurant in town.  Still, the center stage was the line of antique cars.

The variety of vehicles was a special delight.  There was a 1940’s ice truck, a 1925 roadster, a 1930 Model A Ford that looked just like the one John Dillinger used to rob banks.  The biggest crowd pleaser was a 1936 Mercedes-Benz convertible.  All the cars were perfectly restored with their shiny exteriors reflecting the tender loving care of their owners.

People watch the cars; we watched the people.  If you approached a particular vehicle for a closer inspection, the proud owner was right by your side ready with an encyclopedia of facts and figures about the vehicle.  And, if you tarried a bit longer, you heard tall tales about the auto and where it had been.

What if service providers were as consumed with great service as these owners were with their antique car?  What if front-line service providers possessed half the knowledge about their offering as the antique auto owners about theirs?  What would have to happen for you to display “antique-car-owner” pride for the service you deliver to your customers?

What can we learn from a service fall?  Randy Myers writes a provocative article in Entrepreneur.

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
This entry was posted in Customer Experience, Great Service is ..., Wired and Dangerous and tagged . Bookmark the permalink.

One Response to If Service Were an Auto Show

  1. That actually sounds like the ideal platform for frontline people of customer service agents. Training these top tier people would not only help them answer questions effectively, but they themselves will know how important their job is and it might motivate them to give 200% of their efforts.

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