To achieve excellence, you can begin where you’re standing…..
go the extra mile… exceed what is expected… accept nothing that is ‘good enough‘.
Excellence is a sincere effort with skillful execution. All the talk in the world will not take its place.
Excellence is not one of many alternatives. Excellence must be intentionally placed in everything we do. It is the standard to which we hold ourselves accountable.
Organizations with great customer relationships are able to grow their businesses without gimmicks, fee cuts or special treatment. You have to be good at what you do, of course, but having a truly successful business is based on one simple concept: trust.
With trust, you’ll have customers for life. Without trust, you may as well pack up and go home.
Building trust takes time and a lot of hard work. But is entirely doable if you work on three of your most important core competencies: service, consistency and transparency.
Trust, in its simplest form, means that there is a feeling of confidence that someone will always do what is deemed to be right. It doesn’t come easy. Nor is it built in a day. It is usually the result of a series of consistently positive experiences.
Typically our first contact with a customer is the result of a maintenance warning light or after they’ve received a bazaar estimate for some unexpected repair. Most people fear the worst because they’re afraid of how much it will cost. People are worried that they will get stuck with an unexpected bill. We know this is a big concern, so we don’t charge anything to look at a car and give the owner a general idea of what they will need. We’ve worked exclusively on Mercedes-Benz vehicles for over 45 years, so there isn’t to many things we haven’t seen before.
We’re a small local Mercedes-Benz service center. We don’t have the luxury of endless new car warranty customers or millions of dollars of factory advertizing. We still have to win over customers the old fashion way; with trust and competence.