True Service

Kal-Tire has got it right.

And their brand/image is incredible for an industry that is typically seen as a bunch of grease pigs that rip off the consumers.

Kal-Tire's slogan,"True Service.", is a bold statement. But one they back up.. To be honest, I have never heard anyone say anything bad about them because they treat each customer great, and clearly have a strategy of building an ongoing relationship with every individual that walks through the door. Everyone needs tires, and they will need tires throughout their lives. Why not build a good relationship with every customer.

Now when someone walks through a tire store's door they are at the company's mercy, they are more than likely frustrated, and they are probably irritable.

Yesterday I had the good fortune of waking up to a flat tire and after figure out my jack and lugnut wrench I threw on the magnificent looking donut of a spare tire. With this in place I headed to Kal-Tire to see about repairing the flat or getting a new one. I dropped it off and heard from them after 2 hours. "Your front one is not repairable, but we were able to fix your right rear tire which also needed it." So they went above and beyond to make sure the rest of my tires were okay, fine i'll gladly pay the extra amount for that service. They didn't have the tire I needed to replace the damaged front tire but were quick to refer me to a place that would have them. Perfect.

So I went in after work to pick up my car and got to the counter, "Here is your total charge and that includes a discount too." Huh? What did I do to deserve a discount? Nothing, I chose Kal-Tire and they know the value in having a happy customer who will bring their car back to them for any future tire problems.

That my friends is True Service, and truly an impressively run company.

Something to think about the next time you are trying to figure out what image your brand should project in your customers minds. How can you build a better relationship with customers to extend your customer lifecycle?