I’ve been known to take brands to task for their shortcomings. But in this feature, I’ll be applauding brands that get it right.
My parents were ready to depart after a recent visit to Cincinnati when we noticed a flat tire on their Camry. After changing it, we thought it best for them to get the original fixed or replaced before making the four-hour drive back to northern Ohio. The following is excerpted from the email my father sent me after arriving home:
On your advice, we stopped for tire repair at Tire Discounters. They knew we were out-of-towners going home and they had us out of there in half an hour. Leaky valve. No charge for repair or tire change. The manager did not say, “We are running a promo,” nor did he say, “We want you to stop here if you are down this way and need tires” (even though we would certainly stop there if we were down that way and needed tires). He said: “We want you to travel safely.” How nice to hear that since that was why we stopped in the first place – the price of repair or new tire was not major.
I’ve been to Tire Discounters several times, and I’ve had similar positive experiences. They have a number of policies in place to enhance customer satisfaction, and their employees seem to really give a damn. In the generally miserable world of auto maintenance, they’ve figured out how to do it a little better.
So here’s to Tire Discounters for getting it right. And thanks for taking good care of my parents.
About Matthew Fenton: Matthew founded Three Deuce Branding in 1997 with a simple mission: “To help good people build great brands.” He’s a former CMO who repeatedly led underdog brands to dramatically outpace the market, and now he does the same for the clients he serves. Businesses with revenues of seven to ten figures trust Matthew to help them achieve “brand clarity” through core brand strategy and positioning. Matthew is also a highly-rated speaker. Contact Matthew here. He’s based in Chicago.
Copyright 2008 – Matthew Fenton. All Rights Reserved. You may reprint this article with the original, unedited text intact, including the About Matthew Fenton section.