Service Lessons from 15 Year Old, Mick Mixon
By: Jan BolickHere is a cool approach to customer service. One shared by Mick Mixon, the Voice of The Carolina Panthers.
Before going to work in sports broadcasting, Mick Mixon, Voice of the Carolina Panthers, worked for a number of retail stores. In a Business Class interview, I asked him what he observed that seemed to set businesses and managers apart from one another. Read and/or listen to his comments below.
He said that more than display, product line or advertising – it was about how the customer was greeted and treated. And how well the sales rep knew the product.
When Mick was 15, he worked for Frank Horiza at Western Auto. A customer came in and wanted advice on car wax. Mick told him about what he had read in Consumer Reports . The customer bought the recommended product from 15 year old Mick and must have liked the advice because he came back to buy tires and later a refrigerater.
On another day, Mick sold a battery to a couple. He carried it to their car for them. They were so appreciative, they tried to tip him. “No”, Mick said, “I’m just doing my job.”
If there was a line at the register, Mick would say, “Hey everybody, you’ll be out of here before you know it. Mick found people could wait more patiently if they were just acknowledged.”
Product knowledge. Going the extra mile. Acknowledgement. A huge return on investment!
Excerpt from Interview with Mick Mixon – 5 minutes long
Click above to listen now or save for later.
copyright 2009 – Jan Bolick, Business Class Inc
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