For a while there, I’d become accustomed to sitting in small, cold, white rooms and drinking stale coffee out of 8 oz Styrofoam cups. Hell, I used so many of those little things; I think I’m partially to blame for this global warming crap. We’ll need to talk to Al Gore about that one.  And what’s up with those 19″ RCA TVs mounted in the corner, flickering the local PBS station. Is that a service department prerequisite?

Anyway, yesterday, I’d finally had enough. For about three weeks now, I’d been driving my little Jeep 40 to 60 miles a day with a heater that would only blow hot air if it was going 45 miles per hour or faster.  Yes,  I live above the Mason-Dixon line and I have a shoddy heater in my car…  Brilliant!

It wasn’t such a huge deal for the trips into the office and back; I take the bypass in where 75 MPH is the median speed.  But once I got off the bypass or was driving through town, the frigid bite really set its teeth in.  Yesterday, it was -12˚F on my way into the office, and 30 seconds off the bypass, my car went from cozy warm to cold enough to freeze snot (trust me). By the time I got to the office parking lot, I was worried about frostbite on exposed extremities (thank GOD for seat warmers)!

So, I called my local Jeep dealer (yes, the dealer…).

When I called, of course I expected this:

Mechanic: “Hey…  huh?  Oh, man…  I s’pose we can work you in some time early next week.  Oh, by the way, we have an $80 inspection fee.”

Me: “sigh…  oooohkaaaay…  lemme bend over…”

What I got:

Mechanic: “Sure, Mr. Clark…  we close at six tonight, but we’d be more than happy to come get it for you.  A heater, in this weather, is nothing to mess with.”

Me: “uh… no, I’ll drive it down after work, thanks.”

Mechanic: “Will you need a ride home?”

Me: giddy like a school girl, “Hee hee… no, my wife can pick me up.”

Mechanic: “Great, Mr. Clark. Robert will expect you around 5:30.  Is there anything else I can do for you?”

Me: “No… I love you…“

Okay, I didn’t say that last part, but I was very attracted to the concept of good customer service, for once.  I hadn’t even gotten my car to the garage door yet and it was already a pleasant experience.  What a breath of fresh air!

So, upon arrival, I looked at my watch and realized it was about ten ’til six.  When I drove in, I fully expected half of the lights in the work bays to be off and a single, growly dude, in greasy coveralls, standing at the counter looking at his watch.

Not the case at all…

When I drove in, there were three employees working diligently at their respective check-in desks.  I parked and turned off my car (with numb fingers) and before I could get out, a friendly, clean-cut gentleman was standing at my door, clipboard in hand, ready to gather my information.

We quickly went over my needs and as soon as I gave him my name he said,

“Yes, Mr. Clark, I’m Robert.  Why don’t you go have a seat and I’ll be in to talk to you once we get ‘er looked at.”

Ah…  the dreaded waiting room…

I poured myself a MUG of coffee and went through a pair of hinged doors to …wait for it… the cleanest, most comfortably lit, cushy waiting room I’d ever seen!

There were two love seats and a couch flanked by oak end tables with every (auto, political and society) magazine one could imagine.  And on the other side of the room was a 60″ plasma television streaming ESPN via satellite. And the coffee tasted like Dunkin Donuts breakfast blend, but I couldn’t be positive…  Color me impressed.

I plopped down on the couch, pulled out my BlackBerry to check in on FourSquare and to do some Tweeting when I was shocked back to reality by the sound of my car’s horn honking.  I looked up and there was Robert, sitting in my driver’s seat honking the horn and waving toward a sign on the window…

“We have FREE WiFi!” He yelled through the glass.

I began to weep…

I’ve since moved in with Robert and the crew down at the Jeep dealership.  Although the beds are a little firm for my bad back, I’ve become accustomed to the warmth and comfort their waiting room provides.  Sure, I need to call-in for food, but the cleaning crew and back rubs make it all worth it.  I’ll miss my wife.

***

Why not make working with your company a positive experience?

What extra steps has your company taken to make your customer feel “at home” – or at least comfortable with your services? Next time you have a customer call on you, will you be like my Jeep dealer or will you be leaving your customers out in the cold?

Food for thought.

Keep Cooking! (Customer service that’s second-to-none!)
Andrew B. Clark
The Brand Chef

Last time Iowa had snow like Tuesday and Wednesday’s storm was 1992. I was still cuddled warm in my dorm room at Coe College and didn’t see the need to venture out in the gale winds.  We had plenty of TopRamen,  plenty of Keystone Light, and cable television to keep up safe, warm and entertained for the two days we were snowed into our dorms.  Heck, I didn’t even need to shower if I didn’t feel the urge (although roommates made it evidently clear that one was needed.)

This time, circumstances were different. I’m now a “bonafied” grown-up with responsibilities like a family, home, and a real job.  I have a mortgage to pay, I have children to protect and keep warm and fed.  I even have a dog that needs to be cared for – a long leap from the last blizzard that crippled the area.

So, how did I get through it this time?

Winter-time brands, baby…

Here are 16 brands I’d like to thank for getting me through “Death Storm 2009:”

• Jeep – My trusty Liberty was sideways a few times, but that was probably operator error … probably?
• Toro – Without my trusty snow blower, I would STILL be shoveling through the 4′ drifts.  I *heart* Toro!
  
• Old Navy – “Economical” Winter coat…  ’nuff said.
  
• Thinsulate – mmmm…  toasty warm snow pants for the kids (and dad).
• Encore Movie Channels – what a great way to decompress from 4 hours of pushing snow…  some mindless classics (Die Hard, Step Brothers, and soooo many more…)
  
• Cartoon Network & Nickelodeon – although the kids spent most of the time outside (crazy!)
  
• Apple Computers – without = SOCIAL MEDIA PANIC…  No blog Posts!  No Twitter? No Facebook? The end of civilization as we know it!  Cats and Dogs living together…  complete, mass-hysteria!
  
• Pillsbury – two words: Christmas Cookies!
  
• Pork – The Other White Meat – The kids and I made “home-made” pizza… Between you and me, nothing goes better on pizza than oodles of Italian pork sausage!
  
• Skittles – Can you say “Taste The Rainbow?” and, no they didn’t go on the pizza… dessert…  ?
  
• TownHouse Crackers – a perfect part of a late-night snack… (kickn’ Web site as well!)
  
• Shullsburg Cheese – and what else to top those crackers?  Say Cheese!  And they’re a Midwestern brand to boot!
• KCCI TV8 – my favorite weather tracking team…
  
• Iowa DOT – the folks in those big, yellow trucks that kept burying the end of my driveway… but I’m DARN glad they’re there to get the city moving again!
• Aspercream – ’cause I’m not 18 any more… (OR: go out strong and don’t let them see you limp back in.)
  
• Serta – the best way to end the day…
  

So, by the list, you can pretty much tell what I did over the last 60+ hours.  Brands defined my day…

What brands did you depend on to make it through the storm?  Were there some that you counted on more during the storm than any other day (Toro, Aspercream)?

Here’s hoping you all are happy, safe and warm. Just think…  this Winter just started.

Keep Cooking (warm thoughts)!
Andrew B. Clark
The Brand Chef