By Laura Jozwiak, Senior Vice President of Sales and Client Relations, Wheels, Inc.
What an honor it is to be asked to contribute to Fleet Management Weekly, especially regarding a topic I am passionate about – customer service!
My mission with this column is to engage with the extensive and varied experiences of the fleet industry on this important topic. I invite you all to take part in the conversation that will, hopefully, inspire each of us to strive for more — more positive results, more exceptional experiences, and more trusted relationships.
It often can be just that one more thing that takes us from average to exceptional. Actually, the difference between average customer service and exceptional customer service is relatively small. I think about the ‘one degree’ rule. At 211 degrees Fahrenheit, water is hot. At 212 degrees, water starts boiling and turns to steam. Steam can power locomotives, factories and ships. Hot water can’t.
What you do above and beyond the norm is what creates customer loyalty, trust and superior service.