There are too many dehumanizing institutions in our lives these days. We have all had the experience of getting stuck on a circular voicemail maze that feels like it leads to nowhere. Oligopolies or near monopolies like communications and cable television companies are particularly notorious for forcing their customers into the system rather than treating their customers like individuals.
Auto repair facilities that represent the manufacturers are another place where we feel like livestock in a corral rather than people who matter. Lately even small acts of humanity and consideration from a vendor will provoke intense gratitude and loyalty because this kind of behavior seems so counter-culture in so many of our marketplaces.
Here is a story that illustrates the point. Last week at Cassels Garage in West Melbourne, a customer with a thirty-five year history at Cassels stopped by to ask for advice. That is a telling detail. How many shops do you know that can keep a customer’s loyalty for decades? This customer had a relatively new riding lawn mower that was not starting consistently, and he was just looking for his mechanic to recommend a lawn mower repair shop.
Instead, although Cassels Garage specializes in car and truck repair, Howard at Cassels offered to take a look at the problem. It turns out that it was an easy fix for the service technicians at Cassels Garage. Remembering that their customer no longer had a truck or trailer, Howard picked up the riding mower with his trailer. Recognizing his good fortune and not wanting to miss the opportunity, the customer asked if Cassels could perform the routine maintenance and change the blades on the mower while they had it in the shop. “Sure. No worries. It’s what we do.”
Two days later, Howard delivered the repaired riding lawn mower with the starter fixed, routine service completed and new blades. Cassels still specializes in car and truck repair, but mostly Cassels specializes in offering customer service with a human touch.
As your Melbourne, FL auto repair shop, Cassels Garage is family owned and operated since 1966. We offer an unmatched level of customer care and personal attention.