Short excerpt from a spoken presentation arguing that excellent customer service drives net profit through repeat business and referrals. The speaker uses a body-shop anecdote to show how great service is "contagious," critiques focusing on CSI scores instead of net outcomes, and links positive experiences to visible customer happiness (e.g., shoppers leaving Tiffany’s smiling).
If you really want to double your net, get great at customer service. Yeah. So you know that body shop? If anyone has an accident, where am I telling them to go? That body shop. And I know at least four people. I mean, and most of them drive like me. So there's probably going to be a lot of business going to that body shop. Nobody drives like you. That's such a lie. Name one, not four. Name one person that drives like me. Oh, Coach Hoagie kind of drives like me. No. Yeah. No, I know. Not even close. He. He would tell you that he's the best kept secret. But. But customer service is can. It's contagious. Everybody thinks you're just chasing a CSI score. I'm just chasing net with customer service. You don't see a lot of people at the holiday seasons coming out at Tiffany's with a blue box and a frown. Good point. Thank you, sir.
