CUSTOMER EXPECTATIONS, REALITY CAN BE WORLDS APART
Long ago, when I was in college, I worked Saturdays at a local carwash. To give you an idea of how long ago it was, the price of a full-service, exterior and interior cleaning was only $2. I worked with the exterior finish-up crew, doing the final touch-up cleaning and drying by hand. Usually he wou...
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| Published in | The Columbian (Vancouver, Wash.) |
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| Main Author | |
| Format | Newspaper Article |
| Language | English |
| Published |
Vancouver, Wash
Columbian Publishing Company
24.03.1997
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| Online Access | Get full text |
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| Summary: | Long ago, when I was in college, I worked Saturdays at a local carwash. To give you an idea of how long ago it was, the price of a full-service, exterior and interior cleaning was only $2. I worked with the exterior finish-up crew, doing the final touch-up cleaning and drying by hand. Usually he would patiently explain that a simple car wash could remove dirt but couldn't restore the shine on a dull, weathered surface. Only waxing and buffing could do that. If the customer didn't accept this, the line boss would call for the owner. Then the owner would scream at the top of his lungs, "Waddya want -- a $25 Simoniz job for $2? Now, get outta here and don't come back!" If the customer threatened to tell his friends of such mistreatment, the owner would yell, "Go ahead and tell them. They're probably jerks like you!" |
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| ISSN: | 1043-4151 |