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Recently we placed a to go order from Golden Chick and what happened? NO BISCUITS!!! Everyone was up in arms.. where are the biscuits? Where are the biscuits? We called them and they rushed over 2 orders of biscuits (we only ordered 1) and gave us a box of Golden Chick drinking mugs.. Wow.. that's customer service. We try to do the same here at Grubbs Infiniti. Customer Service is what we strive for.

The importance of good customer service and taking care of your customers has become more important than ever with the evolution of Twitter, Youtube and other social media sites. Your customers opinions really do matter and in 2010 they matter more than ever. Its' been sad that a satisfied customer shares their experience with 3 friends while a dissatisfied customer shares their opinion with a dozen. With Twitter, Facebook and Youtube you can take that number and multiple by a few hundred. Review services such as Yelp help patrol for bad customer service and helps to keep businesses on their toes.

We at Grubbs Infiniti are trying to do our best to make the auto buying (and servicing your auto) experience a pleasant experience.

Thanks Golden Chick for the mugs and we will be ordering again soon.

Here is a short video "Where are the Biscuits?"


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CSI (Not a CBS TV Show)

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Tags: Advertising, Arlington, Auto, Automotive, Bedford, DFW, Dealer, Euless, Ft., Infiniti, More…Marketing, Media, Social, Worth, grubbs, infiniti

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Comment by Brian Hasenbauer on March 19, 2010 at 8:12am
Glenn and Sarah,
Thanks for reading / watching the blog post. Couldn't agree with both of you more. I wrote a blog post about "Going Beyond CSI" and how dealers need to pay attention to Yelp and other review sites. CSI is great for manufacturers but customers care more about what their friend says than how a dealer rates from the manufacturer. The customers don't see that anyway.

Thanks again for the read / comments. Have a great weekend.
http://blog.grubbsinfiniti.com/csi-not-a-cbs-tv-show/
Comment by Glenn Pasch on March 19, 2010 at 6:17am
I agree with Sarah, Great point. When I speak to my clients, I can't tell you how many are not aware of how simple acts of going above and beyond what may be expected can really impact long term retention. I remind them that 85% of the people who have a bad experience will tell others but 20% (and growing) will write about it.

As Sarah stated, people are trusting real people they know or "real people" review sites to help their decision. Why take a risk of someone writing poorly about your company/dealership when there are so many things in your control that can improve customer service.

Never forget what you feel like as a customer and what level of service you expect and bring that to your customer interaction. Simple, easy but so overlooked.

Excellent Customer Service= Customer Retention
Comment by Sarah Myers on March 18, 2010 at 5:01pm
Great blog! I couldn't agree more, especially in a downward economy. When a problem occurs that is the businesses error, they have to make the situation right or their customers will go elsewhere.

I do not know if you have heard of yelp.com, but it is a growing site that really pins on this issue and the power of good customer service. Real people write reviews from anything to vets, food, and automotive dealerships. Real people trust this website and if your business has more negative reviews then positive, you might be going to Mrs. Winners for biscuits before you even gave Golden Chick a chance!

It is a shame that one negative review can leave such a ripple and all the good goes unnoticed-one neat feature of yelp is that the "top yelpers" who have the most search engine pull, are ones the right positive reviews far more frequently than negative reviews.

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