A Client Service Lesson From My Auto Shop

Posted By : Gary Galvin   Posted On : May 26th, 2009
Topics : Business Strategies

I bought my car from a Chrysler dealership and I have always taken it there for routine maintenance.  My wife, on the other hand, takes her car to Joe’s Auto Service in Carmel, IN and is always imporessed with the service and how they treat her.  So I decided to start taking my car to Joe’s.  Joe’s is higher priced but they understand they are in a fragmented market with loads of competition so to set themselves apart they go above and beyond to treat me well, call me by my first name and recognize my voice on the phone.

So as I think about the Galvin Creative Technologies business strategy I am often confronted with the fact that our rates are higher than others but I validate it with three things – communication, communication, communication.  During a project it is imperative to communicate regularly throughout a project but once a project is complete our client services team steps in.  Yes, we have a full dedicated client services team which is committed to the ongoing success of our relationship with the client.  When you call you will talk to someone who is ready to work with you and our hope is that they treat you as well as Joe’s Auto Service treats my wife and I.

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