I had an amazing customer experience this week that I need to tell you about because it’s directly applicable to the automotive industry.
My wife loves domaine de canton, a ginger flavored liqueur. Last Christmas I tried to track it down for her but couldn’t find it anywhere. I located the distributor who told me there was none for sale in stores since they couldn’t get their supply out of Europe.
However, he said they had a couple of bottles in their office and would I like one. I said yes and asked how much. He said not to worry about it and asked for my address. They also paid for shipping.
That in itself was a true surprise and delight experience….but there was more.
This week I got an email out of the blue from the same guy. He wanted to let me know they had started to receive some shipments and he included a link to the stores that had some.
As it relates to the automotive industry I found this experience fascinating. This was a $60 bottle of liqueur. Not that expensive. The guy didn’t have to give it to me for free and he certainly didn’t have to follow up a full six months later to let me know it was available again.
I wonder how many car dealers would track down a customer after such a time for a potential purchase which is much, much more expensive. The good ones would but I think this example serves as a great example of outstanding customer service. An idea worth sharing.
Until next time
