No Lines in the Sand Drawn at Hires
Understanding customer perception is Step 1 at Indiana Shop.
At Hires Automotive in Fort Wayne, Ind., the service writers are trained to make sure the customers’ perceptions are the right ones.
“It doesn’t matter if we think we serviced the customer properly or not. What matters is what the customer thinks, because if they don’t think we took good car of them, they won’t come back,” says Tom Hire, president of Hires Automotive Center. Read More
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