That’s How You Earn Someone’s Business
This morning, my wife called me and said that she had a flat tire. Some woman in the bank drive-thru line decided to back out at the last minute, rather than driving forward, and forced her into a curb to avoid a collision. Ten minutes later: flat tire.
She drives a Cadillac SRX, called On Star, the in car emergency service, and they sent out a tow truck from Long Cadillac, Southborough, MA. This incident took place in Sudbury, MA. The tire had to be replaced, so the car had to be towed back to the dealer. Since it was the right front tire, they also checked the front-end alignment.
Incidentally, my wife hadn’t purchased the car from Long Cadillac. At any rate, they quoted her $206.00 to replace the tire and were kind enough to perform the alignment for free. A very reasonable price. However, when she picked up her car, the service manager said, “You don’t owe us anything for the tire or alignment. Between GM and Long Cadillac, we’ll pay for it. But, we would like the opportunity to have your business in the future. So come back to us for all of your oil changes and maintenance.”
Now, that’s how you earn someone’s business.
© 2013 Steven M. Stroum