• Astley Media

My bobble hat-wearing customer service hero's seven-point secret formula

Updated: Jul 4, 2018



He was one of the politest people I have ever been served by.


He greeted me in the car park when I pulled up outside his place of work, smiled and called me “sir” 20 times in a ten-minute period.


Nothing was too much trouble for him and, after he made sure I was happy with the service he’d provided, he charged me … nothing!


Where was this? I hear you ask.


M&S? John Lewis? Waitrose?


Nope… try Mid Devon Tyres in Crediton.


You see, whilst washing my car at the weekend I spotted a nail in one of the treads.


I dropped into to my local depot on my way into the office and asked them to take a look.


After establishing there was no serious damage, my unlikely customer service hero offered to check the pressures both front and back and waved me on my way.


And he even had a call to action: “The next time you need something ‘Sir’ do call back,” he smiled.


My guess is that this young man, who was wearing over-sized overalls and a bobble hat, had spent very little time on customer service courses.


But he could teach a lot of front line staff a thing or two.


Here is his 7-point secret formula, so secret even he didn't know it existed!


1) Go out of your way to make the customer feel welcome. Greet them in the reception area or at the door


2) Smile


3) Be polite


4) Go the extra mile without complaining


5) Perform a random act of kindness


6) Keep smiling


7) After all of that you’ve earned the right to ask the customer to keep you in mind when you do have some money that needs spending


Simple, but brilliant. Try it for yourself…


Oh, and one last thing… if you need a repair, or new tyres, go to http://www.middevontyres.com


They have depots in Exeter, Crediton, Exmouth and Okehampton.

Phone 01392 267394

Email: hello@astleymedia.co.uk

Address:

6 Northernhay Place, Exeter, Devon, EX4 3QJ

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