teenager being graded on a driving test

01.28.2019

Growth  |  3 min read

Is There Care at the Motor Vehicle Division?

Created with Sketch.

Clate Mask

I have to admit that for years, I’ve held up the MVD (or DMV in other states) as the standard for how NOT to run a business. Ever since I was 15 years old, my experiences at the MVD have been filled with frustration while unhappy employees have unemotionally and robotically followed protocol as they’ve gone about their work. You get the distinct impression they wish you weren’t there. Not only do they not care about you, but they wish you didn’t exist.

That has been my experience over 25-plus years, without exception. But, yesterday was different.

I took my daughter to get her learner’s permit and I experienced things I’ve never experienced before: smiling, helpful employees, efficient processes, conveniences geared toward the customer (like plenty of pens, accepting debit cards instead of cash or check only, and not requiring me to wait in line again when we returned with the additional form of ID my daughter and I had left at home).  As I went through the entire experience, I noticed things were different. And then right toward the end of my stay at MVD, I noticed two significant things that explained a lot.

  • A woman who appeared to be the leader of the operation was smiling, cheerfully talking with customers and co-workers and efficiently running the photo line (where a picture of the customer’s MVD experience is taken and displayed on the primary form of ID for many years); 
  • At the desk where I paid for my services, a stack of slips of paper were neatly placed between me and the clerk.  The strips of paper said: “How was your visit today?” with a thumbs up picture and a thumbs down picture, along with a checkbox beneath each image.

What does all of this have to do with small business success? Well, the level of care you give your customers is directly related to the growth of your business.

So, pardon me for being shocked yesterday. The MVD was showing real CARE for their customers. In one of Gary Vaynerchuck’s books, he dedicates an entire chapter to customer care. The chapter consists of one big word in a giant font: CARE!

SBS Idea of the Day: As the leader, are you creating an environment conducive to happy employees who CARE about your customers and serve them? It starts with you. How are you showing your care for your employees? When you show them your care and teach them to care for your customers, your customers take care of YOU.

 

Deliver. Satisfy. Repeat. - Download Now

Was this post helpful?

Subscribe to our newsletter

Fresh small business insights and ideas delivered weekly to your inbox, gratis.

Loading spinner Loading spinner

You may also like

{{ record.displayCategory | smartCapitalize }} | min read

 
Before you go...

Get fresh small business insights and ideas delivered weekly to your inbox.

Loading spinner Loading spinner
Subscribe to our weekly newsletter!
Loading spinner Loading spinner

What you'll get from it:

As a thank you for subscribing, we'll send you a copy of our 2018 Small Business Marketing Trends Report with insights from over 1,000 surveyed business owners. The gifts just keep on coming.

4 Reasons to Subscribe:
  • Weekly tips to dominate sales and marketing

  • Expert small business resources that cost you zero dollars

  • We're focused 100 percent on small business success

  • Righteous GIFs

    GIF of Ferris Bueler principal's assistant

P.S. We'll never give out your information. We'll only use it to send you awesome content and resources, if you're cool with that.

Infusionsoft is now Keap. That’s weird to write, but it’s also exciting.

In 2001, trying to get Infusionsoft off the ground, there were many times when I wanted to quit. I’ll never forget my wife, after two years of struggling to survive, hugging me and saying, “Keep going.”

Over the last two years, we’ve talked with thousands of small business owners to get a deeper understanding of their unique challenges in today’s market. We learned that it’s harder than ever to succeed in small business. Customers expect more. On-demand is the rule. There’s no shortage of platforms on which to complain. A failed job or two can be damaging to your business.

Keap is our signal to the world—and to ourselves—that it’s time to make it easier to succeed. We’re on a mission to simplify growth for millions of small businesses. Our new name is a nod to the tenacity of the small business owner and encompasses everything we know to be true when it comes to success: keep going, keep serving, keep growing.

Along with a new name, we’ve expanded to two products. Keap, our newest product, is smart client management software that helps service businesses progress leads to satisfied clients. Infusionsoft by Keap is powerful CRM and sales and marketing automation software for advanced business needs.

Both are designed to make it easier than ever for more small businesses to get organized so they can deliver great service and close more business.

Clate Mask signature

To your success,
Clate Mask
CEO + Co-Founder