You ever go some places expecting poor customer service? Like Walmart, the DMV, or any government office, for that matter. After this morning, I’d add tow truck companies to that list. I had given someone a ride to pick up his car at a tow truck company’s impound yard and the experience definitely had me applying a little Reasoning …
Think Price Discrimination – not as bad as it might sound, it simply means charging different prices to different buyers. More importantly, it means you need to make sure you understand your customers; what they value and what they are willing to pay for that value. In the case of the tow truck company, since your customer expects you not to have good customer service and assumes they will pay a lot for very little (read: getting screwed); you have a perfect opportunity for incremental revenue. Why not charge a premium to offer convenience and a customer-focused experience? Offer delivery of vehicle to the customer. For the DMV, offer after-hours service with premier pricing. Key to success is to position this approach as premier-level service vs. fee gouging. Could be tricky, but well worth the additional income … again, just make sure you know your consumer and how to create what they perceive as premium value.
Need some insight and ideas … give me a shout.
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