Two Great Customer Experiences

Two top notch experiences in the last 24 hours.

I was looking to make motel reservations in Carrabelle, Florida.  None of my readers have likely every heard of Carrabelle so you can image that the motel selection is challenging.   There are no big name hotels. No one I know has stayed there before and so I’m left with Internet searches and reviews.  I end up with two choices, neither of which I’m really thrilled about.  I pick one and call fully intending to gather info and then call the other choice.  I called the Moorages at Carrabelle and heard “Good afternoon, It is a great day at the Moorages of Carrabelle.”  And the lady says it like being at the Moorages is the greatest thing that could ever happen to a person and today is the very best day ever to be there.  I was sold.  Not a question in my mind that this was the place to go.  Never even called the other place.  Really looking forward to the trip and will let you know in a couple of weeks how it went.  https://www.mooringsofcarrabelle.com/

This morning I went to Macco.  Macco is a low end auto body and paint company.  They service the consumer that is paying for their own work instead of making an insurance claim.  I have been their twice and have been well served.  But today I was turned off by the guy at the front counter.  He was fat and slow.  (I’m prejudiced against both of those.)  When I told him what I wanted it was clear that he did not what to get off his stool, walk out and look at my car.  I was totally ready to walk out.  Then two things happened.  First he gave me a price, which has about half of what I expected.  That helped:)  But what really sold me was what he said.  “You have that red convertible, don’t you.  We have worked on that before.  I don’t have to go out and look at it because I know you take really good care of that car.”  His remembering me, from almost a year ago, and recognizing the care that we put into that car totally changed my attitude.  Then he lowered the boom.  “Let’s get you on the schedule.”  So in two minutes, his customer service verbal skills moved me from disgusted to having an appointment to get my car door painted tomorrow morning.  And I’m excited about it.

I’m a cheapskate and work at not being manipulated by salespeople,  but it is hard to resist good, from the heart, customer service.

Bruce