I watched a Starlink video this month featuring Tony Hsieh, the CEO of Zappos. A few nights later I saw Tony on The Apprentice with Donald Trump. It’s kind of strange because I’ve never heard of Tony or Zappos and now I hear about them every time that I turn around. After learning more about the company, I became impressed. I wondered, what if every company treated their employees and customers this way? Or at least treated their customers like humans. I know that I have experienced very poor customer service in the past and I’m sure that you have to. It can be very aggravating.
My advice to you, as a technician, estimator, or manager is to treat your customers well. Remember, the customer is stressed after an accident and they’re looking for someone to help them through the repair process. The process is a norm to you, but not the customer. Therefore, don’t assume that they know what’s going on. It’s your job to help them understand the process and to help them eliminate the problem. Excellent customer service is the key to a successful collision repair business. Check out how Zappos does business in the video below. Let me know what you think of Tony’s theory of a successful business. Would this concept work for a dealership or a collision center?