Connecting with Customers
There’s a liquor store in my neighborhood that bucks common misconceptions about such places. You normally wouldn’t think of a liquor store as a community stalwart, an integral part of a neighborhood that has provided significant contributions beyond selling booze.
But this one has done it through investing in neighborhood initiatives such as annual festivals, hosting community events like car shows in the parking lot, and just being an excellent operation on all fronts. It is probably the only liquor store I know of that area residents will just stop in to say hi to employees or neighbors. My son asks to go there to pet the big, friendly St. Bernard that lounges on the floor.
The customer service is outstanding—you’ll never find an unhappy employee—and the place feels welcoming and warm. So I go back to this store, even if it’s out of the way.
This feeling of connectedness, of a business understanding the bigger picture, is something that can be achieved in collision repair as well. Many shops already understand this concept, including three featured in this month’s cover story, “Leaving a Mark,” on page 34. Hopefully these shops will help inspire your own community outreach.
In other news, FenderBender has a new app, FB To Go, that provides instant access to the latest collision news and full issues of the magazine. Find details at