Service is a feeling.
The reason why Good Eggs did such a good job at earning my loyalty (and my referrals; seriously, go to Good Eggs any time you’re near Door County, Wisconsin) is because of how they made me feel. (And if you missed last week, get caught up here.)
They made me feel welcome.
They made me feel valued.
They made me feel that I was part of the family.
They made me feel trusted.
The girl working the counter went as far as to say, “We trust our customers.”
You don’t have to say it. But if you want to win the hearts (and the wallets) of your customers, you should strive to show it.
Why, you ask? Because you’re asking your customers to trust you. With their money. With their decision to let you repair their car. With their business asset. With their family transportation. With their safety. With whatever it is that you’re promising you can do for them. And the best way to earn trust is to give trust first. There’s no such thing as one-way trust. It goes both ways or it doesn’t exist.
Trust takes a long time to earn, but only an instant to erase. If you want to speed up the earning part, be the first one to demonstrate trust. Your customers will often reciprocate quickly.
So how do you show customers that you trust them? First, look at how we do it.
Here are 9 ways that ETE REMAN trusts our customers:

1. We trust our customers to install our transmissions and transfer cases properly.
2. We trust our customers to be honest when reporting mileage at install and mileage when submitting a warranty claim.
3. We trust our customers to properly diagnose a transmission issue before installing a reman, and before replacing a reman under warranty.
4. We trust our customers by sending out warranty replacements and parts without charging them and without requiring that the defect is returned prior to shipping.
5. We trust our customers by paying labor for warranty work without sending an inspector.
6. We trust our customers to act in good faith when submitting a warranty claim.
7. We trust our customers to return cores to us without charging them up front.
8. We trust our customers to represent our brand well.
9. We trust our customers to tell us when we’ve let them down.
10. We trust our customers to tell others when we’ve made them happy.

That’s a start. When you read the list above, think about how you can modify and tailor it to fit your business. But I’ll make it even easier for you. Next week I’ll share specific examples of what you can do to earn the trust of vehicle owners.
Want your shop to be featured in next week’s REMAN U? Send me an example of how you trust your customers and I’ll write about it!

image credit: iStock.com/Fordor90