Your customers care more about leaving with a smile then the amount left behind in their wallet. Do you believe that? A study by Harris Interactive found that Valvoline Instant Oil Change service centers were ranked the highest overall automotive service center by consumers polled.  Why? Because of excellent customer service! Customers took a phone survey 48 hours after their experience rating the reasons why they chose Valvoline centers. The results were a little surprising to most:

57% – Because I was greeted in the parking lot
24% – They treat myself and my vehicle with respect
3% – Quality of the product or price

This means 81% of customers chose to service their vehicle at VIOC because it felt good to them.  The majority of which were happy because someone said hello to them when they arrived!

Buying misconception #1: Lowest price wins. In fact, these oil changes were a bit more expensive than the local competition.

Buying misconception #2: Customers buy the best quality or label item. Only 3% bought based on the name brand.

Buying misconception #3: Customers buy to solve a problem. The majority of customers visiting were doing a routine oil change and did not have a current maintenance issue.

You see, Valvoline knew that the customer experience was paramount.  When a customer leaves your business feeling good about their experience, not only do they come back – they tell their friends! It was not about the price, label, or problem, it was the smile they drove off the lot with.  Give them the chance to be a part of the experience and not feel like a sale happened to them. Consumers buy with their heart not their wallet.