How can you Make Above and Beyond Normal?
30th July 2012 · 0 Comments
by David Scarola
I
have to admit that I’ve never been a car guy. I can appreciate those who are – and admire folks who are handy enough to take on the most
ambitious repair tasks themselves.
have to admit that I’ve never been a car guy. I can appreciate those who are – and admire folks who are handy enough to take on the most
ambitious repair tasks themselves.
My
issue wasn’t very complex; my windshield wiper blades were completely worn out.
The rubber was torn on one end, and it wasn’t evenly clearing the water off the
windshield. My first thought was to add it to the list of tasks the next time I
go for an oil change. Then I thought, how hard can it be to replace some wiper
blades?
issue wasn’t very complex; my windshield wiper blades were completely worn out.
The rubber was torn on one end, and it wasn’t evenly clearing the water off the
windshield. My first thought was to add it to the list of tasks the next time I
go for an oil change. Then I thought, how hard can it be to replace some wiper
blades?
I
stopped into O’Reilly Auto Parts on my way home. They had the size that I
needed – great!
stopped into O’Reilly Auto Parts on my way home. They had the size that I
needed – great!
My plan was to head home, pull out the Owner’s Manual, and snap
in the new blades. My expectation was that this small project would be just like my
around-the-house plumbing projects. I’d get it done, but it would take me a lot
longer than someone who knew what they were doing.
in the new blades. My expectation was that this small project would be just like my
around-the-house plumbing projects. I’d get it done, but it would take me a lot
longer than someone who knew what they were doing.
As
I made my purchase at O’Reilly, the cashier asked: “would you like me to
put the blades on for you?” This took me just a few seconds to process.
Things like “there must be an additional charge” went through my
mind.
I made my purchase at O’Reilly, the cashier asked: “would you like me to
put the blades on for you?” This took me just a few seconds to process.
Things like “there must be an additional charge” went through my
mind.
There’s wasn’t.
“Of
course I’d like you to put on the blades.” The wiper arms on my car are pretty firm, and there’s not
a lot of room to work – but it took him just a minute.
course I’d like you to put on the blades.” The wiper arms on my car are pretty firm, and there’s not
a lot of room to work – but it took him just a minute.
What great service!
Auto
parts stores need to hire knowledgeable folks anyway. Since they have the
skills, why not take it a step further and provide some additional services to
their clients at no charge? Store clerks have a lot of non-productive time
anyway. O’Reilly has figured out how to get more out of their employees, and
move up the service chain with their clients.
parts stores need to hire knowledgeable folks anyway. Since they have the
skills, why not take it a step further and provide some additional services to
their clients at no charge? Store clerks have a lot of non-productive time
anyway. O’Reilly has figured out how to get more out of their employees, and
move up the service chain with their clients.
Brilliant!
You
know what I thought of on my way home? “What else can
O’Reilly help me install?”
know what I thought of on my way home? “What else can
O’Reilly help me install?”
What
have you done in your business to leverage the skills of your employees to add
more value to your customers?
have you done in your business to leverage the skills of your employees to add
more value to your customers?
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Tags: cashier, customer retention, facebook, hawaii, marketing, nature, service chain, tab
