Doing more than is expected

One way to delight your customers is to deliver more than they expect.

I took my car to Kirmac Collision Systems to have a small dent repaired. I figured it would take maybe a day to repair. I was disappointed when I was told that the bumper would need to come off and would require a day of painting. They would need my car for at least 4 days.

I dropped off my car this past Tuesday, hoping I’d get it back by Friday. Each day I received a phone call from Jeff at Kirmac who explained what they were doing with my car. This made me feel like he appreciated my business and put my mind at ease that I’d be able to get my car back by the weekend. On Thursday he called to say he was sending my car to detail and that it would be finished that night, or a day earlier than he estimated.

Lessons learned: Guide your customer through the process. Put their mind at ease with a 3 minute phone call to explain what’s going on. And give them more than they are expecting. In this case, I got my car back a day earlier than expected, all clean and detailed.