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View Full Version : Attitude and favors go a long way in business.



Trailer Park Casanova
09-28-2003, 03:53 AM
We were in the Bashas grocery in downtown Parker. One of the employees that was an engine told me the Bluewater Casino was "the engines way of getting even with the whiteman." I told him; "They'll never get even with the white man."
The dumpy conditions at that Bashas, bad attitude (like grocery shopping at the DMV) and no boat parking has sent us to shop at the Parker Safeway.
We have a ritual. I drop off the girls to go into the Safeway to pick up groceries, then I head the truck and boat in to gas up, then back to the Safeway. I hang out in the Safeway parking lot until the girls are done grocery shopping.
I noticed last time there that the adjacent 49'r pizza was still vacant.
I remembered one time when I was waiting for the girls in the parking lot. The owner of the 49'r pizza came out and was demanding everyone parked near his business with a boat to move or be towed away.
This was like telling kids laffing at Disneyland to shut up, because Parker is a tough town to run a Pizza business. Making enemies with the boating public ain't a good idea.
An obnoxious, arrogant hard-on this guy. I thought that he's shooting off a toe everytime he comes out and gets on someones case. I refused to move and told him to call the cops if he wanted to.
I figured right and PR wise, he eventually shot off all his toes, then his foot,, and his Pizza business folded.
There were 4 car parts stores in my neighborhood when I was growing up. One store was packed with customers all the time, the other 3 car parts stores went in and out of business with new owners all the time.
The one successfull car parts store was always helpfull to his customers and did little favors,, and had a loyal following. Little things like press the bearing out of brake drum for you, or take the time to track down a difficult part.
The other car parts stores didn't dare.
I tried to follow that successful path with my Air Conditioning business,, and it's worked for me. I've picked up some loyal customers over the years.
One of my customers lives on Newport Beach Calif.
His home has bowling lanes, an inside/open to the outside courtyard with what looks like a Starbucks,, unbelievably huge, cool home on the most expensive beachfront in the world. Everytime he has a party I'm asked to stand by (with a bowling alley mechanic) in case anything mechanical or electrical goes wrong. Wealth beyond your wildest imagination. I got this customer from a good attitude and little favors.
They pay me a lot on the spot,, then another big check, a tip, comes in the mail a week later.
When we were washing our new boat this summer, the decals started coming off.
The service writer at the boat dealer just blew us off and said tough luck. Another Hard On attitude to deal with.
I figured nahh,,, this boat dealer isn't sucessfull from an attitude like that,, and I went to the owner.
I have a "loose your head and your ass will soon follow rule". I kept cool.
The boat dealer owner said to me; "Oh yea,, we're aware of that problem. We'll order you all new "drip molded Plastic" decals (nice) and put them on for you free. He pointed to a boat on the showroom floor that had them and it looked so cool,, so rich. What a difference.
Little favors go a long way.
[ September 28, 2003, 05:23 AM: Message edited by: Trailer Park Casanova ]

carreraboat
09-28-2003, 05:18 AM
i agree 100% sometimes people forget just how important good customer service is!

wsuwrhr
09-28-2003, 06:09 AM
I agree 100%, there are businesses I haven't visited for years because of the attitude when I asked something out of the ordinary. I will pay even more to go somewhere else and get the same thing.
In my own business, I try and bend over backwards and do whatever pleases the custumer.
Brian

JetBoatRich
09-28-2003, 07:15 AM
To many people don't understand service. I have managed technical customer service for many years and find that many employees don't give the service I expect. Make the experience a positive one and the customer will remember. The area I worked was a very rich neighborhood, they will go out of there way to praise you, including a good tip.
We are a tire store in town, I would not go anywhere else. The manager goes out of his way to give good service. I recently sent another HB member there for his trailer tires and he came over to my house afterward to tell me how well he was treated.
It is usually the little things that make the biggest difference.

Mandelon
09-28-2003, 07:30 AM
That type of service is not common anymore. :( We go out of our way to take care of the little extras and have had many referralss from those people.
Being polite and helpful to your existing customers is a lot cheaper than advertising for new ones.
I get called out to do estimates for folks, and a lot of time there is not enough of a problem for us to work on, but I still take the time to explain what they need to do or who they can call to help them. They often offer to pay me for my time. I 'splain it is a chance for me to show them what my company is about. And that the best way to thank me is with a referral.
Usually it works and we get a call fairly soon from someone they know. Then do a good job and it keeps on rolling.... :cool: