April 2010 : It’s All In the Details… Customer Service Excellence Isn’t Optional : Someone You Should Know – Oregon Beer Odyssey : Word on the Street…
It’s All In the Details…
Customer Service Excellence Isn’t Optional
Customer service. It’s something that everyone talks about, but not many can truly deliver on it or invest in their team so that they understand how to deliver it.
At Fresh Start Detail, excelling at customer service is something we take very seriously, and that we believe is worth investing in. Our whole team recently attended a weekend long training expo in the Seattle area. We attended classes including, “Experience the Power of Leadership”, “Premium Customer Service,” “Service Advisors-Going from Good to Great,” and “Customer Service, the Road to Success.”
While we were there, we also noticed something that really jumped out at us. We were attending the region’s largest automotive training expo, and were rubbing elbows with a lot of auto repair shops, some body shops and other types of automotive service businesses. But we were the only auto detailing company in attendance – for the second year in a row! We think that says a lot about our commitment and leadership position in the detailing industry.
Our ability to deliver an exceptional customer service experience is something that lives in, well, the details. It begins from the moment you call us to schedule an appointment to the moment you drive off in your sparkling vehicle. It isn’t just about how we do the actual detailing, either. We believe that it’s personal. It starts with creating relationships and how we interact with you.
If you’ve been a client of Fresh Start for any period of time, you know that last year we implemented a customer feedback system. This tool has allowed us to measure ourselves. In the areas we’ve asked you to rate us on – (in no particular order) Scheduling, Friendliness, Quality of Service, Cleanliness of our reception area, and whether you’d recommend us – we’ve done quite well, for the most part. Here is some of the data we’ve compiled for the past year:
- Scheduling – 4.73 out of 5
- Friendliness – 4.81 out of 5
- Quality – 4.67 out of 5
- Cleanliness – 4.3 out of 5
- Recommend – 9.19 out of 10
Most companies would see those numbers and feel pretty good about themselves. While we’re pleased they are what they are, we feel like we’ve still got a long way to go until we’ve gotten customer service right. After all, we wouldn’t have placed a 5 on the scale if that wasn’t our goal, every time out.
Delivering a perfect customer service experience to every client, every time may be an elusive goal. But it’s something we will always strive to do, and we’re committed to educating our team, implementing tools and doing the things we need to do to ensure that we’re tracking to that end.
If you’ve recently come in for service or are planning to soon, we want you to know that we value your input and feedback (however you choose to share it with us) and encourage you to use our feedback system to let us know how we’re doing. We believe our commitment to excellence is something that sets us apart and we want it to show in how you’re treated!
Someone You Should Know
Oregon Beer Odyssey
Oregon Beer Odyssey was founded in 2010 by Ben Edmunds, Jason Yale, and Robert Bosworth. OBO is dedicated to showcasing, promoting, and enhancing the craft beer culture of Portland, Oregon.
They offer classes aimed at educating a broad audience about the diversity and quality of craft beer, both from the Northwest and around the world. In an intimate, small-group setting, you’ll enjoy yourself, while sampling unique beers during one of OBO’s structured workshops. The OBO staff stewards the events personally, assuring that your needs are met and that these artisanal beers are presented with the class they deserve. In addition to classes, OBO is also a great alternative for your corporate or group event.
Current classes include:
- Beer School 101: Tasting and Talking About Beer
- Great Beers of the Northwest
- Hophead’s Delight
- Beers That Will Change Your Life
- Beers of Belgium
- Barrel-Aged Beers
- Oregon Beer, Cheese and Charcuterie
- Rare Craft Beers of Europe
- Experimental and Avant-Garde Brewing
Send OBO an Email: oregon.beer.odyssey@gmail.com
Visit the OBO Office: 1125 SE Division, Portland, OR, 97202
Follow OBO on Twitter: ORBeerOdyssey
Follow OBO on Facebook: Oregon Beer Odyssey
Word on the Street…
I drove my truck home from freshstart and immediately listed it for sale on craigslist. It sold within an hour and a half of posting the add. Without the superior detailing I doubt it would have been that easy to sell! — Happy customer, 4.5.11
I was amazed to get in my car and see how clean and beautiful it was. It was so dirty and messy with many spots that I had not been able to get out, with shampoos and products from the auto store. I really am feeling like I will have a “fresh start.” Thank you! — Joan Overholser, 3.26.11
My appointment was for a rock chip repair. It was a pleseant enough experience that I would consider having the detailing services in the future and would recommend the business to others who are looking for detailing or rock chip repair. — Happy Customer, 3.17.11
Just a big thanks to Jason and the crew – my car had gone neglected over the past few years (economic crisis, don’t ‘cha know), but when I picked it up after a full detail, it was once again my original fresh cherry. Thanks! — C. Dorsey, 3.13.11
