For the past two years I’ve been using the Midas near my office for things like fixing my car’s A/C, installing a new exhaust, and other things that are just too inconvenient or difficult to do myself. I didn’t necessarily love giving them my business — in particular their prices for services not listed on the wall are relatively high — but the location is highly convenient, the staff are pleasant, and they give me a ride back to work.
This Wednesday, however, they truly impressed me.
I dropped my car off in morning as I’d finally obtained a replacement for the O2 sensor that was stripped when my original exhaust was removed — not their fault, some tosser at the Holden factory routinely cross-threads that particular sensor — and needed someone to install a set of headers for me. I filled out their forms, noting that there was damage to my bumper, and they dropped me off at my office.
Now, the bumper was damaged a few weeks ago when it got caught on something. Before I realized what was happening the driver’s side of the bumper had popped off several of the doohickies that secure it to the car. It wasn’t a big deal but repairing it from above the car looked like more effort than I wanted to expend so I left it alone and was planning to have the dealer take care of it next week when I dropped it off for a recall order. Figured the dealer would probably take me for $75 or so…
Imagine my surprise when I returned to Midas and saw that they had fixed my bumper.
For free.
I didn’t ask them, and they didn’t ask me. With the car already on a lift they saw that it would only take a few minutes to fix, so they took a little extra time to do it.
There are many ways for a business to delight their customers but my favorite has always been when they proactively solve my problems.
