Earlier this month, my wife went out of town for a couple of weeks to help her company with a project in Denver. Before she left, she asked if I would bring her car in to have some service done, to which I agreed, of course.
As I called Teton Motors, our local GM dealer, to schedule an appointment, it occurred to me that the car would be listed under my wife's name. When I arrived at the dealer a few days later, I let the gentleman behind the service desk know that I was dropping the car off for my wife, offering her name to help him easily locate the file in the computer. Sure enough, he found it right away.
"My name is Bruce," he said extending his hand over the counter to shake. "Please let me know your name, and I will add it to the records for this vehicle."
Immediately, I was impressed. This gesture seems simple enough, but believe me, it is more complex than you may imagine. Bruce identified an opportunity to use a conversation to connect with one of his customers, and he executed it very well. Let me explain.
