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From: Lance (Consumer Research)
Date: 19 Apr 2003
Time: 01:48:37
Good Service Vs. Great Service, What is Good Service from a Quick Lube or Mobile Oil Change Company? --- What is the difference between a company that provides good service and one that provides great service? If you had to narrow it down to one characteristic, it would be communication. For instance this web site is a good example of one type of communication. ---- http://www.oilchangeguys.com --- Companies that provide great service clearly communicate what a customer or potential customer should expect when they do business with that company. They leave no doubt in the customer's mind. This is done on the front lines with you automotive service technitions and service writers. ---- Their customers are in the loop all the way. They know if an item is in stock. If it is not in stock when it is expected in. When their order will be shipped. And how. If there is a problem they are informed. The company takes a proactive role in communicating with the customer. They don't wait for the customer to call them asking where their order is. ---- Two companies that provide great service are <http://www.amazon.com> and <http://www.outpost.com>. And even http://www.carwashguys.com ---- When you go to their web sites, they tell you if they have an item in stock. Or how long it will take to get it. Then when you place you order, you receive and email confirmation of your order. Then you get another email when your order goes out the door. Including the tracking method an tracking number. They leave no doubt in your mind as to when you will receive your order. ---- They tell you what to expect and they follow through on that promise. The companies that provide good serve do all the same thing that the company that provides great service does, they just don't communicate this to the customer. This is the difference between a company that provide good service and one that provides great service. ---- Thank you in part to Dee Brian, who is the owner of Used Mice Web Hosting. We modified the article to help small businesses service their clients. <http://usedmice.com/>.
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