The balance of power between vendors and consumers has shifted steadily since the early 20th century. After centuries of “Buy at your own risk,” it took only a few decades to transition to “The customer is always right.” Everyone knows that the customer is not actually infallible, but it is true that businesses can no longer get away with poor customer service and expect to survive in our culture. For example, in a highly competitive restaurant market, if you have a bad customer service experience at a new restaurant, you can be pretty sure that this new restaurant will not be around next year. Restaurant customers have too many options to put up with bad service.
The Better Business Bureau’s ratings were an important step toward increased transparency and accountability for businesses, but social media has given everyone a voice in the marketplace. Nowadays, if a customer has a bad experience at a place of business, all of his friends will read about it on Facebook later that day. Also, many websites like TripAdvisor and Yelp specialize in customer reviews.
So now customers have the opportunity to know before you go. In many settings, it is possible to visit a place of business virtually before going in person. When was the last time you tried a new restaurant without reading the menu online or checking the reviews? Because of the customer-driven climate of today’s marketplace, it makes sense to be wary of businesses that do not offer ready access to their customers’ feedback.
Cassels Garage is West Melbourne was started fifty years ago, before personal computers and cell phones and social media were invented. For decades, we relied upon word of mouth advertising from our highly satisfied customers, but our satisfied customers did spread the word and our business flourished. Now our customers sing our praises on social media. We invite you to join our family of highly satisfied customers.
At Cassels Garage in West Melbourne, we are ready to help keep your cars in good working condition. We are a family-owned shop well equipped to provide routine maintenance or do major repairs on your car. We have been serving Brevard County since 1966.
