It Is Often “The Little Things” That Matter

Rhonda HiltbrandIntention without action is an insult to those who expect the best from you. – Andy Andrews

I was attending a meeting with a group of auto repair shop owners when we got on the subject of the importance of doing the job right in order to build trust.  One of the shop owners remembered I had written about my flat tire experience on a very cold winter’s night…secure that my auto repair shop had my spare ready to go.  Sadly, my spare was completely flat!

The article generated a lot of feedback…like the shops can’t always get to the spare for the junk in the trunk, etc.  I assured them all that my trusty Jeep was clean inside and out and the tire was amazingly easy to get to.

I then shared other things that we expect when we bring our vehicle in for service.  It seems if you have a rear windshield wiper…many technicians overlook adding more fluid and it is very annoying to need the fluid and it isn’t there.  Nothing like a day full of pollen to make this very noticeable.

I recently had new headlights installed and now one shines upward and one shines downward. Hmmm…

Yes…little things matter and if done correctly…builds trust.  If one can trust one’s repair shop with the little things…we feel more confident about trusting them with the big jobs.

I’m sure this doesn’t apply to most of you, but perhaps if you have a new employee or apprentice, they might find this helpful!

Thanks!
Rhonda Hiltbrand
CEO
News Works Marketing