Going the Extra Mile in Amarillo

The Sprocket Report

During the drive from Chicago to Los Angeles and back again, our little car needed an oil change. The shop we stopped at excelled at providing an unforgettable sales experience. If you haven’t checked the dipstick in your customer service lately, read on to hear how these boys wowed us.

When the oil light lit up on the dashboard we were traveling through miles of Texas no-man’s-land, but there was enough cell signal to google "oil change stations," read Yelp reviews and call for prices and appointments. After our research, we picked the Jiffy Lube on 34th Street in Amarillo.

Immediately on pulling up at the shop, we were surrounded by young men. One politely opened our car door and welcomed us. Another walked us into the waiting room, pointing out the restrooms, coffee and magazines. He asked if there was anything else we needed while we were waiting and assured us that our car would be taken care of quickly. We were "sirred" and "ma'amed" at regular intervals.

We barely had enough time to stretch our legs and read the framed service awards on the wall before one of the young men came back. He minutely explained what they had done in the garage and reminded us to take advantage of the shop’s guarantees and free check-ups. The young man said he checked our wipers for us as well but that they didn’t need replacing yet. He also cleaned all of our car’s extremely dirty windows. We paid and were ushered outside and into our car.

The staff so impressed us that we took notes to remind ourselves of how to provide that same memorable experience for our own clients. Here's what we want to emulate:

• Exceptional manners
  While being polite is expected, above-average courtesy really shines.
• Corroboration of outstanding performance
  Awards, accreditation and association memberships assure clients that they made the best choice.
• A little something extra
  
Like the baker’s dozen, even a small but unexpected gift or service can make a big impression.
• Attentive but not pushy service
  Be aware of opportunities to serve, but steer clear of deceptive upselling.
• Careful follow-up
  Thorough communication at the conclusion of a project and an offer of ongoing support avoids confusion and crisis later.

The possibility that we will ever again need an oil change in Amarillo is slim, but while we may not become regular customers, we did leave a positive review on Yelp, which is how we found them in the first place. We recommend all of our clients get listed on Yelp and similar directories to support their business websites. Have you claimed or enhanced your listing? Online business growth is one of the services we offer, so contact us to get started. We’re happy to help!

Kate GingoldKate Gingold

I have been writing a blog with web marketing tips and techniques every other week since 2003. In addition to blogging and client content writing, I write books and a blog on local history.

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Full biography

I have been writing a blog with web marketing tips and techniques every other week since 2003. In addition to blogging and client content writing, I write books and a blog on local history.

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