Happy Customers are better than quick profit
A customer called me, asking for help with a failing RV part. He asked for a replacement, which cost hundreds. Rather, I fixed it with just labor and a few bucks in “shop supplies”.
He was so concerned that the part would fail again that he wanted to buy a replacement, despite my assurance that it wasn’t necessary. His trust in my service was evident, but not the part. I couldn’t shake the feeling that he was buying the part to help me, not because he needed it. I’m here to assist him, not the other way around.
A few days later, I called and offered to refund the part. I said I’m sure it’s fixed, and if it breaks, I’ll replace it for the cost of the part. My customer shared how technicians had overcharged him and sold him parts he didn’t need. He said, “No one has ever done something like this for me.” He continued, “I’m usually the one left holding the bag.” But I couldn’t sell him something that he didn’t need. His satisfaction was palpable.
Too many in my industry say, “Bill ‘em all, make money.” That’s the problem. A 100% profit-driven mindset harms businesses. Sadly, companies, big and small, focus on cost-cutting and boosting profits. They miss the big picture. I want happy return customers. Build on solid ground, not sand. It’s more important to focus on long-term value and mutual respect.
If you’re looking for an RV technician who is committed to changing the customer experience, one customer at a time, give us a call. We’re dedicated to providing honest, reliable service, and we look forward to discussing your next RV service.