How Good Are Your Customer Basics?

Flour, water, salt, and yeast makes bread. Just about every recipe has these ingredients. That’s pretty basic and most ingredients are most likely in your kitchen.

It is known that baking is science while cooking can be more art than science. Yet both require the knowledge of what the ingredients do to the final taste and presentation. Creating a winning service business doesn’t take a lot of ingredients, but they need to be executed well.

Being basic was a tenant of J. W. Marriott. He has been quoted as saying “Hot food Hot, Cold food Cold!”

Some of your biggest wins will come from measuring and improving five basic customer experience areas:

  1. The service they came to buy.
  2. The person or team that delivered it.
  3. The process of doing business with your company.
  4. The atmosphere, location, or method that encompassed it.
  5. The confidence and reassurance they felt during and after their experience.

I hear that some shops are doing OK and some are down in sales and car count. The upside is that you are essential. That is the brightest light shining throughout the pandemic. If you are using the extra time to review, re-invent and even restructure your business then good for you. Always do the basics better than you ever thought you could.


Create a team meeting around this theme on the customer experience.

About the author, Carm Capriotto, AAP

Carm is the founder and host of the Remarkable Results Radio Podcast and the pioneer of automotive aftermarket podcasts. Carm calls on his years of experience in the aftermarket to bring engaging stories from his guests.

Listen to raw, unfiltered, honest, and sincere stories that include insights, trends, best practices, and expertise. Each interview brings an opportunity to learn one new thing through the stories of personal achievement. Many podcast guests tell their story of transformation from working in their business to working on it.

As host of over 1,000 episodes, Carm uses his enthusiasm and passion for the aftermarket especially the service sector to take his listeners on a journey showcasing successful service professionals’ paths to Remarkable Results. He also enjoys interviews with aftermarket industry thought leaders who bring their industry perspectives to his listener.

Follow the podcast on your favorite podcast listening app and always listen to learn just one thing!