Are YOU the Best Customer Service Rep in the WORLD? STORIES F M O rancesco essina nline Good Customer Service is very rare these days and GREAT Service is even harder to find. But instead of focusing on the disappointments we face, I wanted to share some of the good experiences I may have encountered. ARCHIVES You have an opinion on this or any other posting? Do you have your own story you would like to share? Click the button above and send it to us. OPINIONS & STORIES HOME PRODUCTS SERVICES ABOUT US STORIES TERMS OF USE Francesco Messina, 2010 OCTOBER 2009: “Eating with Confidence” HOME PRODUCTS SERVICES ABOUT US JANUARY 2010: “Seamless from Beginning to End” I recently visited a local car-care chain called Mr.Lube to perform an oil change. I stopped in front of the garage door and within a minute or two an attendant came by my window to greet me and asked what type of service I required. Once I communicated my wishes, he advised me the wait was about ten minutes and he offered a newspaper to pass the time. Within 10 minutes I was called into the repair bay and another attendant welcomed me with a smile and an offer of coffee. He already knew I was looking for an oil change, handed over a pamphlet and explained the options. Once I chose, he entered my licence plate number into his system, extended an extra screen and displayed my information to confirm nothing had changed. He addressed me as Mr. Messina, he was very courteous throughout the experience, and costs for the work done were displayed to me and matched the amounts quoted before. Mid-way through the service, he mentioned that if I were interested, there was a special on rust-proofing. I had already thought of getting this done within the next few months, and the price he quoted was the same as other providers I had previously looked into. Since I was already there, I elected to take him up on his offer. Good for Me?: Courteous service; Things to do while I waited; They gave me clear expectations as to how long I would wait and how much it would cost, and they fulfilled these expectations; They provided an extra service, making it very convenient for me, while not overcharging. Good for Them?: They have secured my repeat business; They were able to make an extra sale on the spot at no extra cost to them. July 2010: “Well oiled machine...”