Ever run across a business doing everything right?

Well, if you’re ever driving from point A to point B in Baltimore in a dirty car, I’d like to recommend a pit stop at WashWorks on Howard and 21st Street.

Not only will your car feel “like new” again, but you’ll have the chance to see one of the most efficiently run small businesses in Baltimore.

What does this post have to do with social media?

It’s about RELATIONSHIPS. I drove in to WashWorks on an overcast day when rain was imminent (yes, my car was THAT dirty that I would pay for a wash right before it rains). There’s usually a line of cars halfway down the block at this WashWorks location, but because of the weather, there were no lines. My lucky day. However, I drive an SUV and I happened to have a roof rack on it that exceeded maximum clearance for the touchless car wash. The owner, who is there all the time (in his easy-to-spot teal shirt), explained this to me when I pulled up. “Bummer,” I said…and then I put ‘er in reverse to back out. But before I did, I leaned out the window and told him that I’m a frequent customer and his is the most well-run operation I have ever seen and that the quality and consistency of the work is always first-rate.

As I prepared to pull away, the owner said, “Wait…”

I stopped. And he said, “Pull into that side bay over there, we’ll wash it by hand.”

Get out!

Seriously! How often do you find that kind of service? While I was a loyal customer before today, I instantly converted into ambassador in perpetuity for WashWorks. My compliment was given without expectation and returned with something truly exceptional.

There are only a few brands that have unequivocally built a reputation on going the extra mile for customers, (Nordstrom’s comes to mind), because they do customer service, quality and consistency right, every time.

I drove out of that WashWorks feeling like a won a prize. Not only was my car spotless, inside and out, but I felt overwhelmed by the act. And it doesn’t matter one iota to me that WashWorks is or isn’t engaged in twitter or facebook or anywhere else online. They are engaged – consistently and thoroughly – in customer service. That’s what drives Word of Mouth (WOM). You might even say they made me their social media.

I’m more than happy to toot their horn.

WashWorks

Howard & 21st Street | Baltimore, MD

http://www.washworksonline.com/

410-837-WASH

Tags: Baltimore, Small Business, Social Media, WashWorks

This entry was posted on Thursday, May 28th, 2009 at 10:59 pm and is filed under Small Business, Social Gets Local, Social Media. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.