By listening to your customer, you become a better resource to others

I have a deep appreciation for auto mechanics and their in-depth knowledge of cars; the same holds true for those who work on smaller, two/four-cycle engines like lawnmowers, weedeaters, and blowers. It’s one thing if you work for a dealership with a full compliment of resources and large staffing levels, but for the independent mechanic and auto care center, it’s a different working environment altogether.

While taking one of my cars to my independent mechanic – who has serviced our household fleet of numerous brands and models – I was again reminded of how quick he is to listen to his customers. We were looking at the underbelly of the car, and I suggested he look at the right wheel that ended up with a bent rim (from hitting a pothole). I told him the story of getting it straightened and asked his opinion of the finished result. Not only was he complimentary of the work done, he quickly took down the information of who did the work for future recommendations to his customers.

In a like way, after an inspection and oil change on another vehicle, I was faced with the dashboard reminder – a lighted wrench symbol – that required a reset. I discovered (via the Web) a sequence of button pushes and ignition key settings that would reset it electronically; I didn’t hesitate to send it on to him in an email.

One of the most difficult engines to start in my stable of outdoor tools is the chainsaw. I have a number of chainsaws in various sizes; some models that were left for dead by others are now my spare parts inventory. Even when I think I have them in good order, depending on the day, they seem to take on a life of their own for starting.

During one particularly trying day, I called the tech support line of the saw manufacturer and asked for suggestions. After our discussion of the manual and placard recommendations for starting, he said, “Here’s a better sequence we learned from users.” An old business associate  – who shared this frustration of mine – used to call this “the xx,yy, z start sequence”, i.e., each saw, on a given day, needed its own special sequence to start.

Taking on a practice of encouraging customers to share their knowledge and experience with you can create a new army of advocates and problem-solvers. Today’s online tools for sharing this information and exchange of ideas are readily available and easy to deploy. But, before you do, make certain that your company wants to become a learning organization. There is no better time than now to dump the “Not Invented Here” attitude; listen to customers and begin to reap the benefits of a larger knowledgebase for your products and services.

p.s. I find I use “the xx,yy, z start sequence” as an analogy in business situations, too. It seems that many people share the frustration of starting a chain saw, and when used to describe a current business situation, the image quickly takes hold.