National Oil & Lube News

February 2017

Digital issues of National Oil & Lube News, the trade magazine for the preventive maintenance industry

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Page 51 of 67

52 NOLN | According to the White House Office of Consumer Affairs, it is six to seven times more expensive to acquire a new custom- er than it is to keep a current one. Customer loyalty is paramount in to- day's business community, and many companies spend a fortune trying to fig- ure out just how to increase customer re- tention. Sometimes the best way to find out what your customers like is to ask them directly. That's why we've gone straight to the source. Here, you'll find real reviews from real customers who enjoyed their experience at their local quick lube shop so much they wanted to explain why. "The customer service provided by the service manager, Fronel, was sim- ply amazing. I really felt as though I was the only client they had, even though I wasn't," commented Jonathan S. on his experience at ACE Jiffy Lube. "I was in and out in 15 minutes with no issues. I would recommend this place to anyone who needs to have an oil change complet- ed. Amazing staff all the way around." Different customers appreciate differ- ent things. For some, it's speed of ser- vice, for others, it's trust and honesty, and some customers are really "wowed" by companies willing to go the extra mile. According to a survey by Lee Resources, 91 percent of unhappy customers will not willingly do business with you again. Therefore, it's crucial to retain as many customers as possible and keep positive comments circulating about your shop. Honesty "Today I was getting my oil changed and saw the staff help a young lady who wanted her oil changed. She was insis- tent that she needed it done and the staff showed her that her oil had been changed very recently," said Don P. about his re- cent experience at a Super-Lube. "Many places would have just taken her mon- ey. I was impressed that the staff did the right thing for this person and how nice they were to me as well." Each customer's opinion about a shop is not solely dependent upon your inter- action with that specific customer. While people are waiting, they see what tran- spires with other customers around them, as well. Honesty and integrity can go a long way. "As with everyone, I have had my fair share of poor experiences with a plethora of mechanic shops. So when you come across one that treats you the way you should be treated, well that's a call for a celebration, and word should be spread," Aaron S. explained. "Also, it should be said, I am not your average customer at a mechanic's garage. I know every aspect and detail there is to know on how a car works. It's not a mystery to me like the average Joe Schmoe. I simply choose not to do the manual labor myself. So, I can genuinely say this place is honest and to the point. You will never spend money you don't need to at this location because these gentlemen are not trying to make a fast buck off of you. They are Straight from the Source Customers Share Why They've Stayed True to Their Favorite Shops By Kelsey Carlson

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