What’s Wrong With This Picture? At least ask and find out…
You may be tuning in to the Winter Olympics in the evenings, which of course are taking place in Canada this year. Living in Grosse Ile, my proximity to Canada gives me occasion to visit our lovely neighbors to the north from time to time.
On one such visit, I saw a sign as I came out of a car wash that said, “If you are not satisfied…we will rewash your vehicle. No questions asked.”
No questions asked? That’s a great way to ensure that their service never improves. The only way to create great customer service is to ask great questions, often. Rewarding customers in some small way for their answers can also help create loyalty. Remember, satisfied customers are repeat customers.
If human behavior follows true to form at this car wash, I wonder how many dissatisfied customers have taken them up on their offer? My guess is very few. And if they did, I wonder if the car wash has been able to improve their service by not asking questions. I highly doubt it.
Great questions can be the first step to creating great customer service.