I am a huge fan of being loyal to people and companies that treat me with respect and kindness. Call it “The Golden Rule” if you will, but it’s never failed me. When it comes to brand loyalty, I look for those companies that not only have great products and services, but actually put customers first instead of just saying they do. It sounds simple, but so many companies have trouble with it. This is why great brands rise to the top: Acura, Amazon and Chipotle, to name a few of my favorites. These brands never let me down and therefore, I won’t let them down as a customer. I will tell all my friends and family, blog and tweet about them and always look to them first when I have a need for their products.
image by I am told this makes me a “raving fan”, or as Jeremy Epstein puts it: “someone who is so passionate about that, without any effort on the part of the central entity WANTS to go out and spread the word.”
This is a recent story about my Acura dealership and why I’ve been a raving fan since 2005. I went in to Acura of Brookfield to get my 80k maintenance done and reattach my front bumper (it was a rough winter). My service manager Dean, who is never pushy and is exactly what you want in an auto advisor, goes through what needs to be done at this stage and then asks if I need a loaner car. Although I just need a shuttle ride down the street to work, he insists and doesn’t charge me anything. Since I don’t need any arm twisting to roll around in an ’09 TSX on a beautiful 70 degree March day, I gladly accept.
Later, Dean calls me up to tell me my car is running perfectly and is ready to be picked up. One problem though – they couldn’t find the wheel lock anywhere. I must have taken it out when I last cleaned my car. Oops. But don’t worry, says Dean, “we ordered another one for you just in case you can’t find it, and we’re going to mail it to your house free of charge.” Wow, I’m impressed. And this isn’t a one-time incident, it’s every time. By simply providing good service, I was fully satisfied. But by providing an amazing experience since the day I bought the car, Acura has turned me into a raving fan and likely a lifetime customer.
What’s your raving fan story? Share your comments below. I would love to hear about it.
