The Best Car Repair Experience Ever — and What it Means for Your Biz…

Yesterday, I was scheduled to have a minor repair on my car. The driver’s side sun visor needed to be replaced because the mirror was cracked.

Once upon a time, that would have meant a 20-minute drive to the dealership – over traffic-clogged highways, through a driving rainstorm.  

I would have stood in line at the service counter. Waited in a dingy “service lounge.” Drank bitter “coffee.” Tried to tune out whatever lousy show was blaring from the television set. Cursed the rotten wi-fi. Lost half my day. 

I remember those bad old days. 

Here’s how it actually happened. 

Last Friday, I opened the Tesla app on my phone and clicked “Request Service.” I typed in a few words to describe the issue. And I picked a time for my service house call.

(Yeah, I said “HOUSE call.”) 

I received a text from Tesla confirming the appointment. A day later, I received the “estimate” that told me there was no charge for the service. 

As the appointment day approached, I received reminder messages. The service technician would arrive between 8 a.m. and noon. 

Yesterday morning, at 7:45 a.m.,Travis called. 

“Hi Mr. Ruwitch. It’s Travis from Tesla. I’m on my way. I should be there in about 30 minutes. I’ll call you when I arrive.” 

Twenty-seven minutes later Travis called again. “Hi. I’m out front.” 

(8:12 a.m. — 12 minutes after the start of the promised service window. This ain’t no cable company.)

I walked downstairs from my home office, greeted Travis, and unlocked my car. 

Travis said, “This won’t take long. I’ll call you when I’m finished.” 

I went back to work in my office. Ten minutes later, Travis called. “All finished. I locked your car. You’re good to go.” 

That’s what my friend Dean Isaacs would call… 

…A frictionless experience. 

When we reduce friction  — in the sales process, customer service, and other operations — our businesses prosper. Prospects turn to customers. Customers become raving fans. The business runs more smoothly and cost-efficiently. 

Dean and I discussed the “friction effect” on the latest episode of my podcast, The Story Power Marketing Show. The episode dropped today. 

Here are the details…

Dean Isaacs spends most of my time working with B2B businesses, consultants and experts, who hire him to help them achieve their business growth dreams by creating predictable, sustainable revenue.

Dean’s approach is simple: Identify and eliminate the friction we unintentionally create in our marketing and sales. By eliminating the Friction Effect, we can generate better quality leads, shorten the sales process and close high-ticket deals with our ideal clients.

DISCUSSED IN THIS EPISODE:

• Why being an expert or thought leader in your field isn’t enough to successfully grow your business.
• ~ How to understand and take advantage of the modern buyer’s journey to grow revenue
• ~ Why your consultative selling approach is hurting you and what to do about it

Here’s an excerpt video. 

Full episode video and audio: here. You also can find the podcast by searching for “The Story Power Marketing Show” wherever you find your favorite podcast.

If you like what you hear, please post a review so others are more likely to discover the show.