In my September 19, 2016, blog post, I told a story about an auto dealership’s customer service representative who behaved more like an owner. Well, now I have another story about that service representative, Chad. Barbara and I took our vehicle in because of some issues we were concerned about. During our time with Chad, he said, “I always try to treat the vehicle owner like my mother. In other words, what would I do if it were my mother?”
His comments triggered a fond memory for me. My dad spent his career as a mail carrier. With a little encouragement and mentoring, who knows what he could have done? But he was proud of his accomplishments, and he was a wise man with an extra dose of common sense.
Anyway, when Chad made his comment, it reminded me of the lens I have always used with my clients. If they (the client) were my dad, would I make this or that recommendation? It has been like a speed controller on a school bus, and it’s helped me “do the right thing.”
Chad, thanks for the reminder and for being a wonderful example of excellent client focus.