Posted by: News Works Marketing | August 5, 2015

Hmmmmmm…

Rhonda HiltbrandMotivation is what gets you started. Habit is what keeps you going. ~Jim Ryun

Like most people, my husband and I are always in a hurry.  We do, of course, make a point of being consistent about getting our vehicles serviced on a timely basis.  5,000 miles ago my husband was told his transmission fluid was getting dirty and needed to be flushed (exchanged) on the next visit.

He took his car in for its oil change and service last week.  Imagine his surprise when after the service was complete they told him the oil was changed, the air filter was still clean, all the fluids were in great shape and topped off and they specifically pointed out that the transmission fluid was very clean.

He looked at me and raised his eyebrows…saying with no words, “You have got to be kidding me!”

My recommendations from this experience to all technicians, service advisors and shop owners…

  • Never recommend a service that doesn’t need to be performed.
  • If you do recommend a service, at least write it down and remember to mention it on the customer’s next visit. This needs to be a habit!

My husband’s trust was very bruised.   Hmmmmm…

Rhonda Hiltbrand
CEO
News Works Marketing

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