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Customer Service Stories : Hero...A US Body Shop With Firm Commitment To Service
My car was recently rear ended causing me to hit the poor fellow in front of me. The accident itself prompted a whole villain incident with my insurance firm but this story is about a hero. After several days of insurance company and body shop run arounds, I was finally able to get my car into a shop called Neat Street.
My first phone call was answered by Lynn, who was extremely courteous, polite and helpful. She listened and answered my questions accurately. She was able to get a tow truck to my house in a matter of hours, called me to confirm that a truck had been sent, had the truck driver call me and then called when the car had arrived at the shop. When I called the next day to speak to the store owner, Steve Mobley, I immediately recognized his values in my conversation with Lynn. He too was very polite, very detailed in his explanation, very reassuring and extremely helpful in sorting through my insurance related questions.
He even gave my his mobile number and told me to call him directly if I had any questions. He mentioned that a single person would work on my car from start to finish - that person worked exclusively on the type of car that I drive and had a tremendous work ethic and attention to detail. Speaking to Steve, made me feel that my car was in good hands. I appreciated his accountability and responsiveness.
Here's the icing on the cake .. NeatStreet has a website: www.neatstreetautobody.com where you can check the daily progress of your car. Pictures are taken every day and posted online with an explanation of work done. WOW!! I work for a niche management consulting firm that specializes in the customer interaction space and I have to say that it is refreshing to see a firm committed to providing this level of customer service. I can't wait to get my car back ....
Today's Tip of the Day - Headset Choice
Published: Friday, September 20, 2002
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