Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue May 29, 2007 8:47 pm Post subject: The Old School
Today an elderly gentleman came in and asked if I would have a look at his tires. I checked the tread, about 7/32" remaining , the production date, about two years old and the overall condition, which looked fine. I told them they look fine and asked if he were having any problem.
He answered, I just like to have them checked every so often. I really can’t get down there to look any more. He then added, “How much do I owe you?” Not a thing, glad to check them. He replied, “I’m from the old school son and I like to pay my own way.”
I was a bit taken back by his comment and thought back to a time when far more people felt this way. I handed him three of my business cards and asked, “Hand two of these out for me and we’ll be even. Keep the third for yourself and give me a call when you need something.” He smiled and left, yet has remained on my mind the rest of the day. Some folks just have a way of making you feel good about people.
Joined: 15 May 2007 Posts: 146 Location: Garden City, KS
Posted: Wed May 30, 2007 4:46 pm Post subject:
I feel the three business cards was a bloody brilliant move, both in your business' eyes and the customer's. You satisfied his "need" to pay his way and your need to not charge him for a complimentary service. Hopefully atleast two people find out about his pleasant experience! Thanks Louis. Later, Matt.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Thu May 31, 2007 6:39 pm Post subject:
MattFMN wrote:
I feel the three business cards was a bloody brilliant move, both in your business' eyes and the customer's. You satisfied his "need" to pay his way and your need to not charge him for a complimentary service. Hopefully at least two people find out about his pleasant experience! Thanks Louis. Later, Matt.
Hi Matt,
I can't claim credit for the idea, though I have used it on a number of occasions. A good friend told me about it many years ago. It works particularly well in situations where I just don't feel a charge is appropriate, yet it still provides me with value for my time.
Joined: 24 May 2007 Posts: 2 Location: San Diego, CA
Posted: Fri Jun 01, 2007 10:08 pm Post subject:
I use a similar technique when folks want to tip me. I tell them that if they're all that happy, then bring me cookies around the holidays. I'm a major cookie monster. Very few forget, as my waistline will attest to. But they never forget that I didn't take their money. And, no, I never, ever remind them. That would defeat the purpose. Between the cookies and the referrals, I get far more than my moneys' worth.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Sat Jun 02, 2007 8:04 am Post subject:
Hi Bret,
Bret wrote:
I use a similar technique when folks want to tip me. I tell them that if they're all that happy, then bring me cookies around the holidays. I'm a major cookie monster. Very few forget, as my waistline will attest to. But they never forget that I didn't take their money. And, no, I never, ever remind them. That would defeat the purpose. Between the cookies and the referrals, I get far more than my moneys' worth.
(Laughing out loud) I like that idea. George Witt used to say donuts, I'm a cookie kind of guy myself.
Deming once wrote on the topic of tipping for a service graciously offered out of kindness. I think he stated it can change the relationship completely and is not always appropriate.
He tells one story of offering a tip to an airline employee that carried his bags for him and another of a Mother who tips her Son for washing the dishes. Money is not always the only or most appropriate response, it would seem? Thanks Bret, you bring up an excellent point.
I admit the thought recieving a tip is a wonderful complement but I do not accept them. I will allow the customers if they chose to tip my technicians. It really makes them feel like they have done a excellent job. The funny thing is they will not accept the tip and thank the customer for the gesture. I have to say that says a lot about the guys that work for me. It makes me know that the quality of work they produce is because they are expected to no matter what the situation.
_________________ Victor Fisher
Fisher's Automotive
Baton Rouge, LA
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