google.com, pub-6663105814926378, DIRECT, f08c47fec0942fa0 Around the World List 73287964: Oiling The Wheels Of Consumer Satisfaction


Oiling The Wheels Of Consumer Satisfaction

Ten year ago, a new company set out to among the top <]uick-oil-change business in the Cleveland area The strategy that has proved successful for the $12.5 million company was to build customer service right into its operations, stalling at the top. Rod Stasik, The Lube Stop's vice president of customer service, keeps things running smoothly for the 35,000 customers a month who visit the company's 30 stores. He personally reviews each customersenice report, a document that must be completed by the store manager whenever a customer returns or calls with a problem.



Even if a customer's problem was resolved at the store level, Stasik sends that customer a letter of apology; regardless of whether the store was at fault, along with a coupon for a discounted or free oil change. Of the approximately 8,000 cars serviced in a week, about 50 reports are generated.

Straightening out misunderstandings with customers is the job of everyone in the company Bays Stasik. The training that technicians undergo include.- how to talk with customers. Each store manager is given authority to spend a certain amount to quickly resolve customer problems. "We encourage manager.- to take ciu-e of any problems and, if they need help, to call more-experienced managers, their district managers, or me," says Stasik.

In situations where the store manager can't act right away, Stasik has arranged for engine cleanings to remove spilled oil or has had oil cleaned from customers' driveways. On occasion, he has gone to customers' homes to resolve problems, and once he sent a customer a rental car.



One indicator—besides the company's growing revenues—that the system work is that The Lube Stop has received a customer-commitment award from the Cleveland-area Better Business Bureau for the past five years.

"We are always looking at our programs and processes to determine if there is some way we can improve," says Stasik. 'We are selling convenience and customer service. That's what customers expect.

annuities meaning ultimate assurance property settlement
wealthy and successful man rich choose buy home homeowner know insurance
ask mortgage lenders car accident settlement mortgage application
prepare investing stock shopping without debt factors affecting home loan
credit cards with no debt plan for business loans step buying insurance
choosing life insurance cheap car insurance debt with credit card
type of insurance how to request a claim deposit banks or insurance
need life insurance insure assets and liabilities contract buying a home
happy if in debt pay car installments most car insurance terms
urgent money request loan save money in stocks howto have a home
plan before retirement plan repayment carefully plunging to the depths
cut health care costs handling employee departure put on retailer shelves
low cost promotion guide to office colleagues get TQM traning
unconscious credit cards home to pay off debt want money to invest
credit card addiction manage credit card debt insurance agreement
loans for education lead to poverty what is private fund
overlook insurance also saving on debt do before retiring

Update New Topic

Search This Blog

Popular Posts

Blog Archive