Taking a Cue From ’Ol Henry

Taking a Cue From ’Ol Henry

Can Boost Customer Service Levels

Customer service has taken a back seat at some businesses because of cutbacks, layoffs and having to do more with less. But, that’s one area where it’s hard to regain ground when resources rebound.

In our business, every detail counts when dealing with customers, from their first impression, to how they’re greeted and treated during the repair process, to the value they derive from their overall vehicle service experience.

Taking a cue from “Henry” can pay big dividends in your customer service arena. Hopefully, you’re taking that “game” very seriously.

Henry is a driver of a parking facility shuttle bus that takes passengers to and from the airport. He takes his job very seriously and is adamant about delivering the highest level of customer service.

It could be a mandate from the corporate office since there is a lot of competition in the area — with several other parking facilities located almost within a stone’s throw of each other.

But, personally, I think Henry acts the way he does, because he gets “it.” He gets it that customers want to be appreciated. They want to feel important. And, they want to be pampered.

He also knows that saying “thank you” is not nearly enough. He knows that to win customers, he and the service he provides, needs to be remembered; to stand out from the competition.

Here’s just a sampling of how he goes above and beyond his job responsibilities and delivers exemplary customer service — something you don’t witness very often.

After greeting each and every customer, he insists on taking their luggage and putting it in the shuttle, even if they try to hoist it up the shuttle stairs themselves. For outbound customers, he gives a weather report for the upcoming week, so they know what to expect upon their return. He tells them to be sure to put their parking stub indicating their row in a safe place so they can find it easily when they return to the lot.

For his customers from inbound flights, he gives them a traffic report so they can avoid tie-ups on the way home, and also gives them a weather report for the next few days. In addition, he gives scores for the area sports teams’ recent games, and when they are playing next. And, he highlights local attractions and featured weekend activities.

By over-delivering on expectations, he makes a mundane ride in a shuttle bus a memorable, enjoyable experience. And people tend to return to places where they have been served well and have had a pleasant experience.

So, if you want to win more customers, give them something they don’t expect…just like ’ol Henry.

You May Also Like

BorgWarner Announces Plan to Reduce Supply Chain Emissions

A partnership with Manufacture 2030 will support BorgWarner in reaching its Scope 3 emissions reduction goal.

BorgWarner announced it entered into a strategic partnership with Manufacture 2030, a decarbonization software provider, to effectively measure and reduce its supply chain carbon footprint and support its goal of reducing absolute Scope 3 greenhouse gas (GHG) emissions 25% by 2030.

Through the agreement, BorgWarner will leverage M2030's extensive expertise in CO2 reduction and unique software to encourage its direct material suppliers to increase their emissions reduction efforts. M2030 will work directly with BorgWarner's supply base to gather energy usage data related to the manufacturing of products such as electricity, natural gas and more. That data will then be fed into an interactive dashboard where emissions and energy reduction efforts can be tracked. The tool also provides best practice sharing opportunities for pursuing emissions reduction. By utilizing the tool, BorgWarner said it will promote collaboration, accountability and engagement across its supply base on emissions reduction.

Mevotech Releases 237 New Chassis, Control Arm, Wheel End Parts

The release boosts coverage for domestic and import passenger vehicles, pickup trucks, SUVs and EVs up to model year 2023.

MEMA Celebrates 120th Anniversary

MEMA said the milestone “underscores the association’s enduring legacy and its pivotal role in advancing the future of mobility and the interests of vehicle suppliers.”

UniClutch Launches Clutch System in the United States

From Australian manufacturer Clutch Industries, UniClutch is a clutch system that delivers uncompromised performance.

MEMA Aftermarket Suppliers Becomes UAF Gold Lifetime Trustee

The partnership with UAF is a commitment to the future of the automotive aftermarket, MEMA Aftermarket Suppliers said.

Other Posts

Adapting To Enduring Expectations 

Where we once provided business and technical information in a monthly print magazine, we now have daily newsletters and on-call websites to help spread the message of quality service.

Castrol Turns 125, Debuts New Market Strategy

As part of the new strategy, Castrol will explore opportunities in battery thermal management, digital and service solutions and data center immersion cooling.

FCS Introduces 18 New Numbers in February

The new release includes 4 shock absorbers and 14 suspension struts.

Philips Releases GoPure Advanced Automotive Air Purifier

It filters out 99% of bacteria and respiratory viruses and fits in the cupholder.