Issue link: http://digital.canadawide.com/i/910948
Adam Blasberg WINTER 2017 BCA A .COM 11 #BCAASavestheDay The Mantra of More BCAA's South Surrey Auto Service Centre Advisor goes beyond for his customers BY IAN MacNEILL F or Richard Lecoin, going above and beyond when it comes to customer satisfaction isn't just a way of doing business, it's a state of mind. "It's my job to make sure customers are happy when they leave," says the Service Advisor at the BCAA Auto Service Centre in South Surrey. Examples of his philosophy in action are easy to find. This past summer, a BCAA tow truck brought in a car that had blown a head gasket coming down from Oliver. The owner requested an original equipment manufacturer (OEM) part, which had to be ordered in from out of town. This meant the car stayed in South Surrey while the owner returned home. Once the part arrived, it was installed, and the car was ready to go. All seemed well. But then, an unexpected twist: the gasket failed, and the car came back again. The team got right back to work, installing a new gasket and getting the vehicle back to a state of safety and road-worthiness. When it was ready, instead of asking the customer to come down to pick it up, Richard – on his own time – drove it to Oliver and dropped it off freshly washed with a full tank of gas. "I did what I felt I had to do to make it right," he says. On another occasion, Road Assist driver Greg Hadland brought in a woman with a mangled tire. "It was too late in the day to get a new tire into the shop and I didn't want to see her have to make her way back to Burnaby on transit so I looked around and tried to figure out what to do," Lecoin recalls. "I grew up in the MacGyver days; if something happens, you look around and see what you have that might fix it." His eyes lit on some tires he'd recently taken off his own car when he had bought new ones. Luckily, they still had ample tread. They fit the woman's car, so he gave her one to use until a new tire could be brought in. Another job well done; another customer leaving with a smile on her face. "Sometimes you have to do a little bit more, but it's all about heart," says Lecoin. ■ BCAA Service Advisor Richard Lecoin. HAS BCAA SAVED YOUR DAY? Share your #BCAASavestheDay story and you could win a $50 gift card to one of our Rewards partners. Email us at: bcaasavestheday@bcaa.com