Tag Archives: going the extra mile

When Customer Service Really Means Going the Extra Mile(s)

Every company is faced with challenges every now and then. But what do you do when you have a shipment sitting on a truck in Michigan and the trucking company does not have a small delivery truck to deliver to a remote area? In this case, Rhoades Car Director of Operations, Lisa Cunningham, and her husband, Russell, drove 600 miles each way to pick it up from the trucking company and deliver it to the customer – on a weekend! That’s dedication. We appreciate our customer (Susan) for being so patient while we figured out a solution. AND, we really appreciate Lisa our employee and her husband for going the extra mile (literally!) to deliver the customer service that we at Rhoades Car are so proud of.

The little book 212⁰ Service: The 10 Rules for Creating a Service Culture, quotes Jan Carlzon, a former CEO of Scandinavian Airlines, as saying:

“…it doesn’t really matter how your customers feel about you and your business. What makes a difference is how your products make them feel about themselves and their decisions.”

Obviously Customer Susan feels great about her buying decision in this note we received from her after the delivery: “This is why you buy from Rhoades Car…quality people who go above and beyond for you. This fantastic lady (Rhoades Employee) and her husband drove from TN to MI to deliver our bike to our door even though we have about 28″ total snow. Awesome quality service. Thank you Lisa and Russell.” Lisa and Russell Cunningham deliver a bike to Michigan

And yes, another great reason to BUY AMERICAN!