"Goose, I've Lost That Trustin' Feeling....ooooh waaaaahhhhhh ohhhh"
Once upon a time reputations were communicated word of mouth.
Needed a service? You either leafed through the Yellow Pages or talked to friends and neighbors and their input helped you decide where to go.
If who they recommended lived up to the promised service, the business gained a customer for years and years..
My dad went to the same mechanic for years.
My dad and two brothers went to the same barbershop for years. Matching buzzcuts on a Saturday morning and repeat as needed :)
That mechanic and barber were trusted.
Flash forward some decades and some things are a bit different.
Any Yellow Pages delivered to our home goes in the recycling bin within minutes.
If I trust your business, I'll keep coming back.
If I lose that trust, I'm gone.
When a company gives me pause, it's not like the old days where you couldn't readily check what you we're being told.
Now? A few keystrokes and I can find others with the same experience. While you can't always trust the Internet for the straight scoop, there are times the information is on point.
Over the last couple of years I've been slowly losing faith in the service department of our local dealership. I've kept going there because we'd purchased the extended service before our warranty ran out (and before I had reason to lose trust). Ultimately it's a combination of dissatisfaction with design issues (whatttttaaaaa ya mean a clogged drain floods the compartment with the expensive electronics??...the Internet confirms the manufacturer settled a class action suit for the defect), quality control (we've had the same issue "fixed" multiple times...and oh yeah, the Internet confirms it's a well known issue), lack of expertise (when the customer has to provide the information (from the Internet) that there's a a known problem when the car is parked on a slant, it's all adding up.
The final straw is an issue I shouldn't be having and a quote for thousands of dollars.
The trust is gone. The dealership is out.
There are alternatives.
Independent shops. And while I know to take Internet reviews with a grain of salt, I've got two solid candidates to replace my dealership. It's time to find out if those bolts are really frozen, or just a case of an "easy" way to bring a bunch of my money into the dealership's bank account.
The moral of this story?
Being a consumer impacts how I know to take care of my home buyers and sellers.
If I make a promise, I'm going to live up to it.
If a friend recommended me to them, I'm going to make sure their friend never looks bad for recommending me.
Bottom line, I never want my clients to lose that trustin' feeling....
Serving Greater Cincinnati home buyers and sellers,
Bill of Bill & Liz aka BLiz