I get a lot of service-related press releases and news articles sent to me daily. One that landed in my inbox recently piqued my interest. Its title had something to do with how to make women more comfortable when they bring their vehicle in for service.
The article was based on an interview with a service adviser who had a rule for his repair shop — treat every woman who walks through the door like she is your mother or grandmother. In fact, the adviser puts customer-facing employees — and those who answer the phones — through some unique training.
A woman who is important to the trainee — a wife, mother or sister, for example — is invited into the shop. The trainee then practices selling work to their loved one. Soon, the adviser said, the trainee starts picturing their mom or wife every time a female customer comes in.
I must say that when I saw the headline, this is not what I expected. Instead, I hoped the gist of the article would be hiring more women as advisers and in other roles. That sure seems like a better solution than having grandma come in and try to channel Meryl Streep.
