By Cait Collins
Good service matters. I think we sometimes forget this. The business type doesn’t matter as much as how a customer is treated when they walk through the door. I had an unfortunate encounter with a post. The thing just stepped out in front of me and broke my bumper.
I called my insurance company and they recommended several body shops. I was thrilled to learn Drury body shop was on their list. They repaired my car after a young man rear-ended me. I was treated like royalty. I called them and made an appointment. They checked the damage and told me what parts they would order. They set a date for me to bring the car in. When I arrived I was treated like royalty. They called the rent car company to let them know I was ready for them to come get me and then promised updates on the progress of my repair.
I received an update about two hours later letting me know the repair was in progress. Around 3:30 I received a text telling me my car would be ready for pick at 5 PM. I couldn’t believe it. When we set the appointment they told me four days, but it was all done in one day. And the final total was about half the original estimate. When I arrived to pick up the car, it looked like new. On top of the great repair job, they had detailed both the interior and exterior. That’s service. I’d recommend this shop to everyone.
I so appreciated the service I received, it made me wonder if I am as thoughtful of my customers. I’m not just talking about the people who are my work customers. I am also considering my readers. Do I always try to see my plots and characters from their viewpoint? Do I use enough description to bring them into the setting? Are the characters believable? Have I done my research? Do I settle for okay when the story could and should be magnificent?
Will the ending satisfy my readers? Have I provided the royal treatment for the reader? Will they want to buy the next story? If even one of these questions has a negative response, then I have failed the service test. I think my readers deserve better than mediocre efforts.