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July 17, 2013

The Importance Of Relationships

LARRY: Well, customer relationship is the key. It is the most important thing that we’re doing. We can fix cars, we can do a lot of things, but if you don’t have a relationship with the customer, you don’t have a paycheck, bottom line. People are looking for people that they can trust in, and they’re having a hard time doing that and not just in this industry, but in every industry. So being up front with people, telling the truth, offering them options, most important, sitting down and listening to what people have to say, means a lot and developing a plan with that kind of information, it generally works out very well.

MYRON: Make it easy for customers to do business with us. I was at our Main Street Shell store this morning, a lady was looking for an inspection. There was two cars ahead of her, I said to her, I says, “can you leave the car?” She says, “No, I’ve got to be at work.” I said, “We’re open till five.” She says, “I don’t get off work till five.” I says, “Do you live close by here?” I says,  “why don’t you drop the car off Friday night and we’ll inspect it while you’re away. That way you don’t have to sit here and look and we’ll bring the car over to you.” Main thing is, people look for, customers, is they want to trust you, they really want to trust you. They want you to do well, they want you to look after their interests. Once you establish that trust, then you’ve got – you’ve got something you could  forward, then you can build a relationship. You’ve got to listen to customers. They tell you they need something done, they can only afford this, you try to work within their agenda, not your agenda.

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