Barbara recently took her leased vehicle in for service. As the customer service rep was checking her in and reviewing the vehicle’s history, he noted that she had previously been charged for maintenance that was included in the lease. Really? He then went on to tell her that he would process a check to refund her for the erroneous charge. Really? Really? About a month later, the dealership check arrived in our mailbox. Really? Really? Really?

As a regular reader of my posts, you know how hung up I am on customer service. This may be one of my best stories so far. You also know that I talk a lot about having your team members behave like owners. Think about it. No one would ever have known the difference — not us (the customer) or the boss (dealer/owner).