…and remarkable service leads to positive WOM from your customers.

I’m a Raving Fan of Fitzgerald Auto Mall. I bought my car there and take it for service every 3 months.

I’ve referred countless people there.

A few weeks ago, I was informed by the manufacturer of my car that there was recall work that needed to be done.

Since it was a recall, I figured I would get a loaner car.

I figured wrong, according to the policy, that is.

But not according to Beth.

Take a listen/watch to this interview with her and there are some really critical points to consider for your customer touchpoints.

1. she thought like an owner and cherishes the customer relationship
2. the owners/managers gave her the comfort that she could do that and not get punished/reprimanded for it. So critical and impressive! (see here for more on this)
3. that feeling of empowerment comes from the top
4. relationships are two-way.
   Because I had treated her with respect, she felt more inclined to be a true advocate. I found this especially fascinating, but it makes sense. In other words, the customer is always right, when the customer isn’t a jerk (see Bob Sutton’s book: The No Asshole Rule ) for more on this.