The Bright Side of Problems

The Bright Side of Problems

When Mercedes-Benz North America was my client, I had occasion to speak to the owner of the highest rated dealership for service in the US. I asked him what he felt was the key to his success.

“Problems,” he said. “You try to avoid them but sometimes you can’t, and the key then is how you treat the customer. No one goes home after a trip and brags that the hotel room service came right on time, or that the hotel didn’t lose the baggage. They brag that the hotel offered a free meal, or a discounted rate, or a gift to atone for a mistake.”

“You’re not creating problems,” I jokingly suggested, “to try to look good later?”

“In the auto business,” he said, “there are always problems!”