You might call it karma, or you could call it sowing and reaping. Great customer service yields great customers, and of course the opposite is also true. All too often modern commercial relationships seem exploitative, with each side trying to gain an advantage over the other. This seems especially true in industries that have a near monopoly on the services they provide. However, every now and then a business relationship becomes a mutually beneficial long-term partnership that leaves both parties feeling empowered rather than drained.
The days of a handshake business deal seem like a distant memory, but integrity and generosity always count. Have you noticed how a good experience at a restaurant can make you eager for a return visit, but one bad experience is all it takes to move a place to the “never again” list? Even small tokens of generosity or thoughtfulness will yield a harvest of loyal long-term customers.
The good folks at Cassels Garage recently had an experience that illustrates this principle. A long-term commercial customer came in for routine service earlier this year and paid for the service routinely as usual. What was not usual was the lightning strike that caused the credit card system to malfunction so that the charge did not go through. Unfortunately the mistake was not discovered immediately, but several months later by the bookkeeper at Cassels. The credit card processing company said it was too old for them to run the charge again, so the best bet would be to contact the customer.
Try to picture this conversation with one of your clients, “Hey, that $1300 that you paid me earlier this year never actually got paid, so could you pay me again?” Many 21st century business owners would never see that guy again, but Cassels Garage is not like most businesses. After confirming with his own people that the charge had not gone through, their customer called back and said he needed to bring a truck in for service on Monday, and he would pay the long lost bill then also.
Quality service begets quality customers. Cassels Garage in West Melbourne, Florida is a family-owned shop that is well equipped to provide routine maintenance or major repairs on your vehicles. The team at Cassels has been serving Brevard County since 1966.
