How to win loyal customers, Tony’s Tyre Service did yesterday


Unleashing the Road Warrior

Unleashing the Road Warrior

I got a puncture on Sunday night, I’m in the middle of a very stressful week getting a very important project off the ground for Monday 1 September. Monday I had to go to the airport for a day trip to Wellington. Met at work at 5:30AM to car pool and obviously didn’t take my car.

Yesterday I was going to go to the company where I bought my tires (around $250 each) but I decided to go to Tony’s Tyre Center in Glenfield because I’m very busy and they are closer. I rang and they said they don’t take appointments and are also very busy, but if I’d like to leave it with them I can have it back in a couple of hours.

All good. So I arrived back to get the tyre and they were about to give it to me. I was wearing a suit and getting down and dirty and fitting it in no time flat wasn’t going to work as I had to rush back to the office for another meeting. So I asked if they would mind fitting it for me. I thought to myself, “if it costs me an extra $10 or so, it’s worth it and it will be a little quicker”. The guy said he just had to quickly finish another car and would get onto it for me. Maybe 15 minutes. Now I thought I could do it in 10, but I sat down and raced through a pile of emails on my iPhone being the veteran road warrior that I am.

The car is done and I wander over to the car park to meet the guy, I think his name was Evan (if it wasn’t, I will come back and edit this, because its important to recognize good service). He said I just need to take you back to the office and make up an invoice ……..for $0. Oh and while we were fitting your tyre, we wheel balanced it, cleaned your windows and blacked all your tyres.  I’ll put the invoice in this yellow folder, together with a pack of sanitary clothes, because you never know when you might need them. I’ve also included a discount voucher on your next purchase and we have a very short customer survey and if you would like to complete it, you go in the draw to win, I think it was $500 in product.

I had a problem, a flat tyre it had already jeopardized my trip to the airport. If my spare tyre (brand new but never been out of the boot (trunk) since I got the car off the showroom floor 7 years ago and this was my first puncture in those 7 years) I had been worried about whether it would hold air through the night. I am in the middle of a hell week where everything is happening, but the hard way and had no time to spare. Flat tyres are a bit like losing a filling in  your tooth. Painful and frustrating.

Tony’s turned that experience into a delightful distraction and the service was under-promised and over delivered. Anyone like to guess where I’ll be going when I need to replace my tyres? Tony’s Tyre Service, AND they guarantee the best price as well! Of course I will now continue to recommend them via my social media and word of mouth marketing. You don’t come across service like this very often, so while others in the industry are saying times are tough and we need to make our budgets, these guys are providing an amazing service for FREE and treating their customers like VIP’s.

No disclaimer required. I don’t know anyone in the business and I have never been there before. They don’t know I’m writing this blog. I just feel that quality service needs to be recognized and rewarded. Thank you Tony’s Tyre Service. You rock!

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