Going above & beyond

There are certain moments where companies have a unique opportunity to go above and beyond and really impress their customers. Sometimes it's very subtle. Other times, it's glaringly obvious. But it's most important to recognize these opportunities quickly and do everything you can to capitalize on the moment and create raving fans.  This week, I witnessed a company do just that. It's a story worth sharing and one that every business and sales professional can learn something from.

A few colleagues and I were preparing for an upcoming event we were holding on behalf of one of our clients. It was a fairly complex event that required a lot of materials and equipment to be transported to a location in southern New Hampshire. The timeline was tight, and there wasn't a lot of room for errors or delays.

As the vehicle being used to transport all of the event materials was being prepared, we realized we had a small problem. The battery was dead. We immediately got jumper cables and tried jumping it. No luck. We were at the point of panic until I thought about Sterling Auto Works (www.sterlingautomotive.net), the auto repair shop next door to our office. I had just visited the shop for the first time a few weeks ago for an inspection and was impressed with what I saw. I decided to give them a call.

I spoke to Tom Swiderski, one of the co-owners, and explained we were in a pinch and needed help. He said he'd send two of his mechanics over immediately to take a look at it. Within five minutes, the two mechanics were there trying to fix it. And of course, they are mechanics and I'm not, so they got it started quickly. From there, they determined the battery was shot and needed to be replaced.

They brought the car to their shop, ordered a new battery and had the car fixed and ready to roll within 45 minutes. I was impressed with how fast the work was done, but more impressed with how they dropped everything they were doing and came to help out as quickly as they did. It wasn't a huge job for them. They could have said they were too busy. But instead, they opted to step up and help us out.

While I was there, I also had an opportunity to meet Sue Ellen Ricciardi, the other co-owner of Sterling Auto Works. She was one of the mechanics working on our vehicle, and she and her team were dividing and conquering on getting the job done. I asked her about the business, and she said they've been doing this for over 27 years and love what they do. She said they maintain fleets of vehicles for some of the largest and most well-known companies in New Hampshire and have built their reputation by always doing the right thing for the customer. It's a classic example of how hard work and putting the customer first create a foundation for success.

The example of Sterling Auto Works is one worth using to spawn a discussion within your organization. What are those opportunities you have to really shine and impress your customers? What are those moments? Identify them and then figure out the best way to maximize that opportunity and create customers for life.

Christopher Thompson (This email address is being protected from spambots. You need JavaScript enabled to view it.) is the vice president of business development at Talient Action Group in Manchester. Closing the Deal appears weekly. Source Link

The quality of work is exceptional and the prices are very reasonable.

Sterling Auto Works is a classic family mechanic. Their values are for its customers and their families. Their staff members are personable and the shop has a welcoming atmosphere. The quality of work is exceptional and the prices are very reasonable. Sterling Auto will be my mechanic for many years to come! - Customer Review

The prices are reasonable and the service is excellent.

I love Sterling Auto. The people are knowledgeable, friendly and will explain repairs thoroughly. I found the prices are reasonable and the service is excellent. I love Sterling auto and would recommend them to anyone. The first time I went to Sterling, I had been to two other shops and they couldn't repair my problem with my car. Sterling found and repaired in one day. I haven't had the same problem again. Thank you for your help I very much appreciate it. - Customer Review

Very friendly service.

I had never been here before, but I WILL defiantly be coming back. When I was there the guy that was doing my car was amazing. His name was Lenny. He was quick but made sure everything was ok with my car and he even put air in my tires for me. I was happy that he took the time and actually looked like he liked him job. You really don't find friendly and honest people like him. - Kimberly H.

Sterling Auto Works is among the elite in your industry.

Since 1988, I have entrusted all of my family's auto mechanical needs to Sterling Auto, and you guys/gals have been great to work with. Thank you for your prompt service yesterday, as you - once again - helped me during a difficult situation on short notice. Having owned an auto parts business many years ago, I got to know all about quality-driven auto repair shops. You are among the elite in your industry. Keep up the great work. - Stephen M.

I trust them wholeheartedly.

I've been a member for 19 years and never been disappointed with the service. I trust them wholeheartedly. I definitely would recommend Sterling Auto. - Michael M.

Great experience as always.

Great experience as always. Just a state inspection this time, but Tom and his staff are very qualified to do so much more. I have been going for years and it is nice to see the same faces year after year. - Kimberly L.

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Sterling Auto Works, Inc

125 Faltin Dr
Manchester, NH 03103

location small (603) 645-9878
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Weekdays:   7:00 AM - 4:30 PM
Saturdays: CLOSED

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