A classic part of the MD's Hippocratic Oath states, "first do no harm." This arguably should be a part of any professional's or organization's commitment to their customers and clients. We want to do good, but certainly, we also should seek to do no harm to the client or customer with our product/service.

It is said that the automotive repair business avoided federal regulations by cleaning up their own act, by establishing standards and safeguards to maximize customer service and satisfaction. I personally benefited from that fairly new professional code of conduct recently while returning from the Great Southwest Home Show in Tulsa.

My wife met me in Tulsa, where I had flown to meet her from the Manufactured Housing Institute's 2012 Legislative session in Washington DC. She had taken our Chrysler crossover to Tulsa. While in town, we changed the oil. Some of that oil got on the engine. When we were driving back, as I exited in Joplin to buy gas, we saw a white cloud of smoke pouring out from under the engine. While the car seemed to be running fine, smoke is clearly not normal! I called GEICO (yes, Warren Buffett can thank me later) for roadside assistance, and was towed to a Firestone service station, the only place open that weekend for perhaps 100 miles. We have an extended warranty, so I was mostly concerned about the travel delay and hassle factor. I explained to the service department manager that we were from out-of-state, heading home.

That combination of factors (extended warranty, out of state travelers, etc.) could have been an invitation for him to really, really tag us…

…but instead, about 90 minutes after pulling into their shop, I was told that the engine checked out just fine. “Your engine is as clean as a whistle.” Mike, the lead man, told me. “No engine codes came back from the computer. It looks like they may have gotten some oil on the engine when you got your oil and filter changed, that is what caused the smoke as it burned off.” I prepared to pay, and he said those stunning words, “no charge.” Stunned, but I insisted, saying he and his service man spent time on my vehicle and had very thoughtfully worked me in while their shop was full.

“It only took about 20-30 minutes of our time. Just get back on the road and get your family home.”  Mike said.

I was stunned, but had the presence of mind to thank him repeatedly. Needless to say, I also had the happy experience of calling their Customer Relations office when I got home, and sang that shop's – and Mike's – praises.

Those who think only of themselves ultimately bring harm to themselves and to the Industry that they are a part of professionally.

As the story above relates, the reverse is also true.

 

We are all in business to make money, so we all have an 'agenda' to accomplish that goal.  When that is achieved through satisfied customers, the results are priceless and the odds that the goal of sustained success is achieved.

Now, I know retailers in our Industry who have that attitude. They take a service issue, and turn it into a cause for customer satisfaction, by giving service that is rapid, professional and SATISFYING. So is it any wonder that they get referrals, sell more homes and win awards?

A client of MHProNews.com asks a challenging question: “Would you accept your own value proposition?”

Would you?

If not, let's do what wise industries and businesses do, namely, make the needed changes to make our value proposition an appealing one!

First, do no harm.  Next, seek a win-win, a mutual victory.

 

Mike the lead man at the Joplin, MO Firestone station told me how the automotive service industry had avoided federal regulation by making that inter-Industry commitment to consumer safeguards self regulation. “Competitors” in automotive service worked together to set standards that would protect the consumer. That in turn is resulting in more consumer confidence. Experiences like the one I related above will result in good stories being told vs. the 'bad stories' of the past where an auto service shop takes advantage of the traveler or customer.

In the long run, doing what is right is the best for any business. In a small – yet a potentially powerful – Industry such as manufactured housing, those self-imposed standards can make a world of difference to all those so involved.

Associations can and do accomplish that noble goal among their members. Still, we must be honest and admit that we have the image issues that hold us back. We are wise to address them, internally! Proactively. Peer-to-Peer.

Teaming up with competitors, to establish the confidence-building environment that allows all involved to sell more, and do better and have more satisfied customers who sing our praises.

We will return to this theme in the days ahead.

• First, do no harm.
• Would you accept your own value proposition? If not, what steps are needed to achieve that goal?
• Doing and giving our best, and Treating others like we want to be treated.

Planning and engagement are the keys.

Working together, we can improve our Industry to a degree that will allow us to tap the future housing boom that is already on the horizon. Reduced incomes, aging housing stock and a growing population are among the reasons why a housing boom is coming! Let's plan to be among those who tap that potential and ride that wave – through good service – into a brighter future. # #

 

post by

L. A. “Tony” Kovach, MHM

www.MHProNews.com
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