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This is Fred Ball for Zions Bank, speaking on business.
You know, you hear a great deal from business about a desire to satisfy customers. There are slogans that say, “the customer is always right.” Advertisements tell us that a companies aim is to “delight customers.” Well, slogans are wonderful but the real proof of the pudding is a company’s actions.
I had an opportunity recently to really see customer satisfaction in action. When I took delivery of my car it came with custom chrome wheels installed. They looked wonderful but I found that a couple of the rims caused air leakage from the tires. I was putting air in the tires as often as I was putting gas in the tank. One day I came out of my office and found one of the wheels completely flat.
The dealer where I purchased the car suggested that I should go to Burt Brothers Tire and Service in Bountiful and tell them my problem. Ron Burt, the owner, greeted me and listened as I told him of my frustration.
Soon, my car was on the rack. Burt Brothers’ service people took off the tires, smoothed the rims, fixed the flat (which by the way, had nothing to do with the rims but was caused by a nail they found in the tire), replaced the tires and told me that I should have no more problems. When I received the invoice from the company, I discovered that the total due was ZERO, NADA, NOTHING.
I asked Ron why there was no charge. He said it was because I shouldn’t have had the problem and he knew I had been frustrated. I said, "Yes, but the flat tire was not caused by the rims. You found a nail in it. “That’s OK,” Ron said. “We had the tire off anyway to smooth the rims.”
Well, actions sure speak louder than words or slogans. Burt Brothers Tires really work hard to please customers. Their waiting room is comfortable with a large screen TV and a refrigerator that is stocked with complimentary juice and soft drinks. The showroom is attractive with displays of tires, rims, and automobile accessories. The entire process of waiting for your car is most enjoyable and comfortable.
Burt Brothers Tires offers complete automobile service and their slogan is “Good Tires. Good Service. Good People.” Hey, I learned first hand that it is more than a slogan.
This is Fred Ball. I’m speaking on business.
