Customer service and great customer experience

Setting off to my breakfast networking meeting this morning twenty minutes or so before dawn, I switched my car windscreen wipers on to clear the drizzle. Unfortunately one blade disintegrated and on arrival at my destination I noted that the other blade had seen better days too.

After the meeting I was plotting in my mind the best route to the usual motoring accessories superstore when I noticed a motor parts outlet I had not seen before only a short distance along my return journey. The sign said “open to the public” so I went in, expecting just to buy the blades and fit them myself. I remembered with trepidation what a performance it had been to do it the previous time.

Inside I was served by a young woman (by which I mean a bit younger than me) who looked up the blades required on her computer and fetched them from a shelf. She then said “I would like to measure your wipers to make sure I have found the right ones”, she produced a tape measure, and went out to my car. Having ensured she had the right blades to fit, we completed the transaction, she gave me my receipt, and then to my surprise (and relief) she said “I’ll put them on the car for you”.

Now, she did struggle to get the blades on, and I couldn’t be of much help. After three or four minutes she went into the adjacent service shop and fetched a mechanic, who succeeded in fitting my new wipers, though not without some difficulty. It might have taken me hours to work out how to do it.

Naturally I thanked both members of staff profusely and the young woman who had served me took the old blades off for disposal.

I really did think this was brilliant customer service. The main purpose of the place is to serve the trade who know what they are doing, though obviously non-trade people must go in quite often. The price was good value and one could not ask for a better customer experience. For that reason I recommend the chain, and especially the one in Southend. The company is called Motor Parts Direct.

They have guaranteed I will think of them first next time I need something for the car, and that I will recommend them. It was a great way to do business when often in the large retail motoring shops you have a job to find someone to help at all.

Have you had a really good customer service experience recently? Give the business a testimonial.

© Jon Stow 2010

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