6.07.2010

Service Above and Beyond


A couple of months ago I needed to get a quick oil change before we took a long weekend trip. I dropped in to a nearby Jiffy Lube and my car was quickly on the rack and everything taken care. In the meantime, I waited in a pleasant room with free coffee, soft drinks and popcorn. (I had some popcorn.)

When my car was ready and my bill paid, the service manager walked me to my car, opened the door for me and handed me my keys, all while expressing gratitude for my business. The mechanic who worked on my car waved from his service bay and then thanked me and urged me to come again.

Last week when major service on my car was completed at the dealership where I bought it, the service agent went through everything that had been done to the car and explained what it all meant. This is routine for this dealer, but in light of Jiffy Lube and Santa Fe Imaging, I took greater note.

If you’ve read my previous blog entry, you know that I complained about lousy service after getting an aorta ultrasound. I’m still waiting for a response from the imaging service and I’m beginning to suspect I’m not going to get one.

Medical service, of course, is life and death and it would be difficult to declare that I’m not going there again, etc. In the case of the imaging service, my doctor said it’s the only one in town that could perform what she wanted. 

Be that as it may, the contrast between Jiffy Lube and Santa Fe Imaging is noteworthy. I mentioned it to my wife and we both agreed that given the economic climate, it’s good business to pay attention to customers no matter how little they spend.

Doesn’t the Walmart greeter make you feel good? Even the people who check your purchases at the door at Sam’s wish you a good day as if they really mean it and you want to respond in kind. 

If the downturn in the economy has meant one thing, it may be more touchy-feel treatment from providers of all kinds of service, from the mechanic in the service bay who changes your oil to the owner of a restaurant.

I hope that when (not if) the economy improves, the treatment continues.

It makes my day.


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