This is a blog about the First Impressions and the Customer Experience.
How many chances do you get to make a First Impression? No, that is not a trick question.
I have two videos to share with you. The first is rather serious. Well, if you are as obsessed with Customer Service as I am, it is serious. Historically, the auto recycling industry has not had the best reputation for customer service. It is a perception that hangs over our heads, even for the most progressive auto recyclers. That only means we have to work harder every day to overcome it.
The Customer Experience matters. Whether a customer is calling you or walking in your front door, seeing your website, driving up to your place of business, or seeing your delivery truck for the first time. Awesome First Impressions make for repeat customers.
Paul & Lynn Discuss First Impressions (click on photo)
Some of you have heard my story. Some of you can identify with me when I say that it took 15 years of blood, sweat and tears to turn Bill's Auto Parts from a classic junk yard with automobiles and automotive debris scattered over 8 acres into a profitable, award winning business.
Maybe my pride in "our" team and the need to succeed drove me to lead a transformation of epic proportions in our little corner of Rhode Island. Our Team. Our Time. We received local and national recognition due to our singular focus on the customer experience.
We constructed a 10,000 sq ft. state of the art dismantling facility with space saver racking, climate controlled storage, four dismantling bays, and one of the coolest customer service areas this side of the Mississippi.
It all started with a focus on First Impressions. Where is your focus?
Oh, I did mention a second video. This was an out-take that was never meant to be published. . .wink, wink.
Tony Talks about First Impressions (click on photo)
Enjoy the videos and let me know if you agree or disagree with the content. Heck, let me know if you have any suggestions to improve our videos.