Overkill? How About Just Right!

My car passed out today; it didn’t die, thankfully, but it certainly had me worried for a minute. The experience to revive it was nothing less than fantastic.

I drive a GMC product, so thanks to the little phone-icon button on my rear-view mirror I was talking with someone from OnStar in a flash. They answered immediately, were very friendly, seemed genuinely empathetic to my situation, asked if I was in a safe place with my vehicle, and then immediately connected me to Roadside Assistance (RA). RA was the same – immediate, friendly, empathetic, concerned for my safety, etc. They told me they’d send someone out right away. Then they asked for my preference on how to receive confirmation and follow-up: text message, email or live automated call (I chose this one).

I received the auto-confirmation call almost immediately, as promised. This call told me the name of the repair service that would come out, an approximate time, and their phone #. That service’s technician then called within 5 minutes, confirmed my address, said he knew right where we were, and that he was on the way. Shortly thereafter, he actually showed up! While he was here, I received another automated call, confirming he would be there soon (he showed up early). He jumped my battery, then told me how to make sure it stayed charged. Then he recommended I buy a 2nd battery, showed me where to store it, how to connect it, and why it would be helpful to do so. He then asked me to sign a work order, gave me a copy, shook my hand, looked me in the eye and thanked me sincerely, and got in his car and drove away.

I just stood there for a minute, stunned. Literally, it was less than 30 minutes from the time I pushed the phone-icon button to having my car fully resuscitated with a new bill of health. They had given me options on how to be contacted, instead of dictating them. A service person showing up earlier than promised. Getting it fixed on the first try. Giving me additional tips to try to prevent it from happening again in the future. They did everything they promised, and more, quicker than they had committed to. What an incredible experience. Did that really just happen?

But that wasn’t the end. I received another automated call shortly after he left, thanking me for contacting them, and making sure everything really was taken care of; they gave me the option to speak with a live operator if I needed further assistance. Wow.

This didn’t all happen by accident. How much time, thought, and caring went into designing this service experience? Quite a bit, obviously. It happened on purpose. What processes do they have in place to attempt to insure it happens every time? How do they measure whether it does? I know they have a customer survey program; maybe they also utilize mystery shopping as well. Why can’t all customer-interactions be this way?

Whatever they’re doing, it’s working!