(Mr. Clay Campbell has a story to tell you about shareworthy customer service. He is a Distinguished Toastmaster, giving keynote and after-dinner speeches across America. He has authored several books including How to Get Big Results from a Small Ad Budget. He is a Wizard of Ads Partner specializing in strategies to help grow small businesses. He is owner and founder of The Kentucky Opry. The Daily Blur is proud to welcome Mr. Campbell to the Ramada Inn stage. Take it away, Clay.)
Every time I started my Cadillac 2003 CTS the back windows automatically rolled down. Not Good. My local Cadillac dealer worked on it for an hour, and charged me $100.
“Mr. Campbell, we really don’t know what’s wrong. Do you want us to continue working on it to track down the problem? It will cost $100 an hour,” he said.
“No,” I said.
In frustration, I took my car to a guy who once worked for the Cadillac dealer. He looked it over for free but couldn’t figure out what was wrong either. He guessed it was some kind of a relay switch and said take it to another dealer.
I was flying out of Nashville, so I called Crest Cadillac and ask if they could fix the problem. They said to bring it in.
When I dropped the car off, Jeff Cost, Crest’s Service Manager, asked if I would like a ride to the airport. I said, “Yes, that’d be great.”
About two hours later Jeff called and said the problem was the window switch in the door, and the repair would run about $285 for parts and labor. I told him to please fix it. That afternoon I received an email, “Mr. Campbell, your car is done and the bill is $285. Thank you very much.”
Upon my return to Nashville, I called Crest Cadillac, and they offered to pick me up. Back at the dealership, I left my luggage in the immaculately clean service bay and went in to pay my bill.
They told me they were washing my car; they wanted it to be nice and clean for me. In about 10 minutes around came my car, washed and clean, and looking great. They had vacuumed it and cleaned the dash and windows. It was immaculate.
There was an email waiting for me when I returned home, saying “Thank you, Mr Campbell, for doing business with Crest Cadillac.” I sent back a little note and said, “You’re welcome. It was very good service and I appreciate the ride back-and-forth to the airport, and also the car wash.”
The next day I received another email and said, “Mr. Campbell, thank you again for the opportunity to serve you. I am the service manager, my name is Jeff, and I just want to tell you that if you have any further problem with your window, or something is not right, or you need me for anything, please don’t hesitate to call me – we want you to be happy with our work.”
I wrote back a nice note again saying, “Thank you very much. The service was great, glad you fixed my problem…”
Then the next day I received another email, saying “Mr Campbell, we want to thank you again for coming to Crest Cadillac, and we appreciate you doing business with us, and would you be willing to fill out a survey?” The email also stated: “If you would like to give a Review for Crest Cadillac, please do so click one of these links: Yelp, Edmonds, Google + Local, Citysearch, Cars.com, and Survey.” I didn’t have any idea that you could review a business in that many places.
Two days later I received an email with a beautiful photo of a brand new Cadillac and note that said, “Mr Campbell, when you are ready, we have one of these waiting for you at Crest Cadillac.”
All the way around I give Crest Cadillac an A+ for service. It was just a pleasant pleasure doing business with them.
They have service that is worthy to share.
P.S. How many points of contact did you count in Mr. Campbell’s story of awesome?