This is a post about delivering value to a customer even when it’s at a direct cost without any direct compensation to the company.
I have a light remodel project going on in my basement at home. On multiple occasions, we carried out torn-out drywall to the trash cans at the end of the driveway for the next day?s garbage pickup. Somehow nails went astray and landed on the drive. I started seeing symptoms of this a couple of months back, but didn’t realize what had happened until this week.
I’ve been driving around with a slow leak in my front tire and put off checking into getting repaired. I kind of dread sitting around an auto repair facility waiting repairs, hence the procrastination. More recently, my daughter?s car started seeing this very same symptom, except at a more rapid pace.
I realized that I needed to take action, promptly! I wanted to avoid that call from her that said, “I have a flat tire. What do I do??
I called the Discount Tire store in Bloomingdale, IL. I told them I had two tires with slow leaks, that one nail was still in the tire and the other I removed. I asked what the expected repair time was. The employee answered, “We can take care of that right away.? I then asked for a ballpark estimate for the repairs so my daughter would know what to expect when she brought in her car. I was expecting it to be in the range of $50-$75. The repair guy responded, ?There?s no charge.? I said, “But I didn’t get the tires from you.? He said they repair all tires for free, regardless of where you purchased.
I was totally floored by this. This extreme act of value provides a good lesson for those of us trying to get or keep business. We don’t always have to do the best SEO, email campaigns, clever direct mail, or purchase-related discounting to help generate more business or leads. I know where I’ll be going for my next set of tires.
Now I ask myself what can I do to impart an extreme act of value?
This is what I’ve come up with for starters.
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