How Do You Create Raving Fans

free vacuumI ran up to the quarter wash the other day to vacuum out a very messy minivan. Like most people, I scrounged for quarters in the junk drawer and the bottom of my purse. The vacuums at the car wash never seem to have much umph, but, to me, it’s just easier to get the job done there.

I was surprised to see the picture to the left. Seriously. They gave away the vacuum usage! That’s unheard of, especially when the two gas stations on the same corner both charge for air, a particular pet peeve of mine. Hello?! It’s air!

Do you think it was wise to voluntarily lose that sale? To give something away for free? What would you have done as a consumer? How would that have made you feel? I can tell you that I did two things.

1. I used those very same quarters and spent them on a car wash. I wasn’t planning on getting my minivan washed, but I did. It made me smile.

2. I INSTANTLY became a loyal customer. I will probably never go to another car wash again. It’s convenient to my home and they let me use the vacuum for free. What more can I ask for? Their car wash is no better or worse than anyone else’s, but their customer service is head and shoulders above the rest.

If you haven’t read the book “Raving Fans: A Revolutionary Approach to Customer Service”, you should! In fact, I will go out on a limb and say that every single small business owner should read it before even opening their doors for business. It is simple in its premise, yet mind-blowing at the same time. Small business owners have so many things to juggle and the days can go by so fast that they blend in to one another until a month or more has gone by.

Stop.

Ask yourself who YOU made smile today …. if you can’t answer that, well …

 

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