Car Talk

When your car gets a flat or it won’t start, you feel frustrated and want help as quickly as possible. To my dismay, this has happened twice in recent weeks and needless to say, I was not happy about it. It has to be one of the toughest jobs to answer the phone call of a frustrated customer, so when you make that call to AAA (or your preferred roadside assistance service) and the customer representative answers in a friendly voice and demonstrates his/her empathy by asking if you are safe, you know that he/she (and AAA) cares.  

In addition, AAA has done a terrific job of partnering with towing companies who understand the importance of customer service and take it seriously enough to exceed the customer’s expectation. This is the high-quality customer service all companies should provide (whether directly or indirectly for a partner) if they want to create a lasting brand.

Customer service is one of the most important components of marketing, but sometimes businesses forget that and don’t invest in and train their employees to handle their customers’ issues in a way that delights them. I’m sure we all have experienced great customer service and terrible customer service and it really makes a difference. As a small business owner, I appreciate and reward those companies who treat me and my business with attentiveness. So, the next time your car breaks down or you need assistance from any company, let it be a reminder to you that the way you talk to and treat your customers really matter.