Are You Doing The Right Thing, Just Because It’s Right?


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Recently I had to replace my 2 rear snow tires in my front wheel drive car. Shortly after, I noticed that the front end seem sloppy when cornering and suspected that possibly I had a problem with my front tires as well. A visit to my local tire shop resulted in them assuring me my front tires were fine — good tread, good pressure and no wear or balance issues. But the sloppy feeling persisted.

So I went to my dealership and had them look at the front end — and they also indicated that everything was fine. However, they suggested that the new rear tires might be the issue.

So back I went to the tire store, explained the situation and was pleasantly surprised by their response.

First they indicated that sometimes the match of tires with cars doesn’t always work — who knew? Possibly the tires they had recommended were not a good match for my vehicle — although they were an excellent tire.

Secondly, they indicated that they would install a different, more expensive, tire they felt might be a better match.

Third, they refused to accept any money for the new, more expensive, tires — even after I insisted that I should pay for the difference. They felt the inconvenience of having to return a couple times had already cost me enough.

My Perspective: I felt that the tire shop had gone above and beyond in looking after me. They could easily have told me I owed the difference between my original purchase and the new tires. Instead they choose to my interests ahead of their own — and created a positive obligation.

The made me feel like it was important to them that I got the right tires for my car — making me feel like I was a friend versus just another customer.

The world is based on reciprocity and they created a positive imbalance based on the excellent customer experience which I wanted to balance by telling my friends about the great service

What are you doing to create a positive imbalance with your customers — so they feel a positive obligation to tell their friends about your exceptional customer experience?


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