An important part of my job is doing customer follow-ups, which I schedule a couple times a week for the previous week’s customers. I call and ask if I can have a minute of their time. I just want to make sure they’re completely delighted with not only the repair, but also the repair process. We want to know if there’s anything we could have done better.
Nine times out of 10, they’re very positive about us. People seem to really appreciate that we follow up, and they are really surprised and happy that I’ve called.
If they have any complaints, I’ll make a note. One person said, “The repair was great, but the rental was kind of small.” And I explained, “I'm sorry. We're just a concierge for Enterprise, and we only have the cars available to us on site.” I came away from that conversation learning something. I now always try make sure we have the kind of vehicle they need on site.
If I’m not interacting with customers, the rest of my day is keeping the shop neat and tidy. I’m constantly walking around, fluffing pillows, vacuuming, dusting, cleaning windows. That’s usually what I’m doing from 4 p.m. to when I leave around 5:30 p.m.
I’ll also go out and tidy up our children’s area, which is filled with children’s books and coloring books and a few little toys, because sometimes people come in with children and they're worried about their children running around. It's a family friendly atmosphere. We even have little Dum Dum suckers for the children.
I’ll make note of anything we need to stock up on in the office. I’ll also think of new decorative pieces to place around the office and pick things up on my way home. If a holiday is coming up, I’ll usually find some decorations on clearance for that. For Easter, I bought some fun little stuff, like baskets and eggs. It just creates a happier atmosphere.