Alex Moss
I have always had an interest in custom cars. I was inspired
by the shows like “Pimp my Ride” and worked to put all the extras on my
personal everyday car. I was inspired by the music video where all these cars
had the Lamborghini doors that went straight up in the air, and I thought that
was the coolest original thing. The problem was that this was a new thing where
no one had the money or even though about doing something so crazy to their
car. I found a person I Baltimore to do it and I was one of the first in my
area. He did for really cheap and I thought it was a great deal. Later the door
wouldn’t close and I got really mad and I was furious because he was a
professional in the field and I couldn’t find him or get a hold of him anymore.
He failed on the main fact of customer relationship management where “the
overall process of building and maintaining profitable customer relationships
by delivering superior customer values and satisfaction”(page 45), because I was
far from satisfied and furious. Later that week I found a custom car shop
fairly close to my house that could fix it and helped me with no issues. Long story
short they always catered to my needs and helped me out I ended up becoming a
normal customer who would always stop in. I decided to make frequent stops to
this shop because they cared about their customers and went out of the way to
order parts and make sure I the customer had received everything I needed in
one stop while getting a low price if not the best price in the area on new
stuff for my car. This is what customers like where businesses go out of their
way to help the customer.
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