I recently changed mechanics because I was getting tired of driving a long distance to my former city where my longtime shop is located. It was hard to do – the owner and manager feel like family to me, and I trust them completely.

I needed to get a cracked air intake hose replaced in order to pass a smog check for my registration renewal. An acquaintance recommended a shop in my current hometown, so I reluctantly, though gratefully, made the switch.

When I spoke with the new shop’s owner over the phone, he seemed knowledgeable and friendly, but after I texted a photo of the hose to him I didn’t get a response. A follow-up text also went unanswered, so I called the shop again. The owner admitted he’d been “flaky” and got on the ball in ordering the hose. 

The owner gave me a quote for the part, but when I asked about labor cost, he said there’d be none. Sure enough, when I took in my Civic for the repair, I was charged for the part only. The savings was a relief, since the smog check, part and registration fee combined were quite hefty on their own.

I can forgive flakiness and dropped balls, but what I don’t tend to forget is a business failing to own its flakiness, dropped balls or other missteps. That’s because ownership equates to value of the customer. I felt valued when the shop owner waived the labor fee – and without my even asking or complaining. That is the definition of customer service, and few companies demonstrate that nowadays.

Providing genuine service that shows you value the customer – his or her time and dignity – will set your business and yourself apart. 

Trainers will tell you that customers don’t want to be sold, that they instead want to be heard and seen and their needs met, and they’re right. My experience this month with the smog-check fix is a clear example. I think this especially applies when a business messes up.

I might not have given this new shop a second chance if the owner hadn’t recognized his miss and made it right with me. Instead, he won a new customer.                                                 

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