Comments on: Branding, it’s the little things…..

By: steve gray

steve gray — Sat, 21 Oct 2006 00:49:20 +0000

I had a mate that did the same in the 70′s, on his shift as he darted about serving petrol etc he never had a drive off, yet his counterparts reported it all the time. His boss loved it, and he got a great sense of accomplishment out of it.

By: Michael Crooks

Michael Crooks — Mon, 16 Oct 2006 17:16:23 +0000

Bren,

You are so right about eye contact and all that. In the late 70′s I worked at a full service gas station, where people would pull up and we’d pump their gas, check their oil and wash their windshield. We had 3 islands that cold service 6 customers at a time. Once in a while, I would be working alone and multiple customers wold pull up to the pumps.

They waited for me. Why? Because I’d smile, wave at them and I was running. Not walking fast, but running. They saw I was doing my absolute best and they rewarded me by waiting.

Even if the situation isn’t the best, most customers are forgiving if they see you are trying and doing the best you can.

Great article, Bren.

Warm Regards,
Michael

By: Bren Ryan

Bren Ryan — Mon, 16 Oct 2006 12:30:50 +0000

Yes Ross, and although writing the next appointment on a card is nice (although fairly common i would think) the REAL brand excellence is shown when they ring you the day before to ensure you are still ok to come in the next day.

I suspect this simple day before phone call is one of the reasons they actually run on time and keep their appointment times.

By: Ross Hill

Ross Hill — Mon, 16 Oct 2006 12:10:16 +0000

Great dentist! I don’t know how commonplace it is but they also schedule, and then write down the date of your next appointment on the back of a business card for you so that you don’t forget about it.

By: Bren Ryan

Bren Ryan — Mon, 16 Oct 2006 11:23:40 +0000

Just a PS to my article above.

I had an appointment at my dentist today, and when my dentist thanked me for the mention here, she said

“By the way, we do have a small amount of change for our clients parking meters, we even have one of the girls run down and put the money in the meter for the client”

See what i mean? Oce the little things start, they become a culture of brand excellence!

Bren