Lori L. Mavrigian

Managing Editor

Since joining Modern Tire Dealer in 1979, Lori Mavrigian has held several key positions leading to her current title as managing editor. In addition to handling the day-to-day operations of magazine production, Lori writes features, contributes photography and is in charge of several of the magazines departments. She also works with the magazine's National Advisory Council for the exclusive Ludwig Report surveys. She earned a B.A. in Mass Media-Communications from the University of Akron.

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Create a 'Customer Bill of Rights' -- the Yankee way

By: Lori L. Mavrigian

Are you taking the direct route to customer satisfaction?

My husband and I had the extreme pleasure of vacationing in Vermont. We stayed at bed-and-breakfast inns throughout the state, fished for trout and shopped for antiques.

We found the people there to be gracious, yet no-nonsense, folks.

One of my favorite memories involves us trying to find a certain antique shop. While at a gas station, my husband asked for directions.

Pointing to the map he held, he said to the ancient attendant, “We want to get here. I see a road that wraps way up north, and one that curves way down south. Isn’t there a more direct route?”

To which the man replied with his Yankee accent, ”Ay-ya, mountain in the way.”

Straight to the point -- nothing more needed to be said.

Yes, we felt pretty ignorant, but we got a good laugh out of it. Still do, 25 years later!

Another typically Vermont thing that I’ve hung on to over the years is The Vermont Country Store. Based in Weston, the 66-year-old company has retail locations as well as a catalog and an online presence. It has quality merchandise, and I’ve been satisfied with everything I’ve purchased both on site and online.

I recently noticed the company’s “Customer Bill of Rights” on its website. It is:

1. To expect polite, courteous service.
2. To be the top priority of the moment.
3. To expect all salespeople to know about their merchandise.
4. To complain about any shortcomings in merchandise, service or delivery.
5. To compliment superior quality of service and merchandise.
6. To expect The Vermont Country Store to stand behind its merchandise.
7. To expect any adjustments in merchandise to be made in the most convenient manner.
8. To expect accurate and efficient record keeping, despite the computer or other problems.
9. 100% guaranteed satisfaction. We will exchange any item or refund your money, without hassle or fuss.

Straight to the point. And I have no doubts they honor it.

I know some of you have your own Customer Bill of Rights. If you don’t already, you should think about adopting these.

Having them in writing eliminates obstacles to customer satisfaction.

Related Topics: Customer satisfaction

comments

1. Steve | January 30, 2012 at 09:41AM
   Great advice Lori! Unlike private in-house performance standards, developing a public "Customer Bill of Rights" makes customer pledges come to life for the customer. This process has been a staple of my Pinnacle Performance training for independent tire/auto service businesses > http://www.saleawayllc.com/PinnacleAuto1.html