Kevin Priceof PriceofBusiness.com, which is the website for the Price of Business Show on Bloomberg’s home in Houston, TX (Business Talk 1110 AM KTEK) interviewed Zlatan Beca, Co-founder and VP of Sales at Repair Jungle, a DC area Internet startup. Beca noted “Our business comprises of getting the most trusted local mechanics and body shops to competitively bid on vehicle owners’ specific auto repair needs. It’s basically an auto-repair reverse auction. We currently have 6 employees.”
Tell us your story about the lengths you have gone to get a customer?
Every early adapter is pure gold to any startup and as such, they need to be treated like this precious metal. We know that if satisfied, these people will give us good reviews, drive the business, but most importantly, talk about us to their friends. A personal recommendation is by far the best referral type!
The approach we take is that of an elite restaurant about to lose a customer (complimentary meal and such) even though we are not about to lose one. With that said, we’ll do whatever it takes to make things right, provide personal touch, make the customer know there is another human being on the other end of the line really going out of their way to help them out, and really stress that we have their best interest in mind! Customer service these days is truly terrible and we are trying hard to bring back the old “customer is always right” mentality. People really appreciate this because it is a lost art.
I just had two clients who I’ve spoken to several times and exchanged more then 40 long emails with each one. The similar type of exchange also transpired between us and the shops that placed bids on the respective requests.
These exchanges had all components of going the extra mile: personal touch, complimentary service, great communication, advanced use of logic, guarantees, putting our reputation on the line, etc. I even had to resort to offering a full reimbursement in the case I failed and also offered a 35 mile ride and pick up to one of the clients. As a matter of fact, I totally delivered a customer car to one of our body shops valet style today.
This particular customer is very influential in DC and it was a no brainer to provide
the value added service even though we normally don’t do delivery/pick-up.That’s how much we stress doing the right thing and emphasizing the quality of our service. Exchanges like these are typical of every day. If you’d like to see one, I’d be happy to forward it to you.
What lessons, if any, do you derive from these stories?
Don’t discriminate between a little customer and the “big fish”. The smaller scale customer will eventually get you the big fish. People appreciate the human component and honesty. The best way to grow your business is by having positive reviews and referrals. Every customer needs to be treated correctly in order for that to happen.
7625 Wisconsin Avenue, 3rd Floor
Bethesda, MD 20814
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