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Oct 24 2018

The difference between a 5 star rating and a handwritten thank you note

I tried a new auto mechanic this week. The auto shop I had gone to for years switched ownership and I wasn’t thrilled with the new management. Plus, I needed a shop closer to work. So I tried one of the many near the office and one highly recommended by my boss.

When I walked into the Finishline front office, I was immediately struck by the framed thank you notes hung on the walls. Many of these notes were handwritten. It was incredible to me that people had actually taken the time to handwrite a note to their mechanic. I’ve written online reviews for my mechanic, but a handwritten note? That beast of a task is reserved for friends and family. As I started to read the testimonials, it became clear that John, the owner, wasn’t just a mechanic. He was a friend, a friend people trusted with one of their most important worldly possessions.

I was feeling pretty good about my decision to come to Finishline. John gave a me a detailed quote before starting the work. He charged a fair price. He got the job done quickly. He was kind, respectful, and friendly.  

Everything John did was worthy of a 5 Star Yelp Review. But I still wasn’t understanding the handwritten thank you notes. But at the end of the transaction, John handed me the keys and mentioned that he had noticed that one of the tires on the stroller in the back of the car was flat, and he filled it up. I couldn’t believe he had even noticed the flat tire, much less taken the time to refill it. Talk about going above and beyond. Right there, he earned a lifelong customer and a handwritten thank you note.

Service is the most important part of your brand. Make sure it’s excellent!

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