Case study Example | Topics and Well Written Essays - 500 words - 3

Case Study Example Mike’s also has its own wash bays and vacuum islands where customers can wash and clean their cars themselves. Secondly, Mike’s has also created an inviting place. Each of its 19 locations is located in a more-than-an-acre property that is highly landscaped, has a well maintained lawn and with its own underground sprinkler system. The buildings look so clean that people sometimes think Mike’s is a restaurant. Third of all, when it comes to its people, Mike’s is extremely fussy on who it hires. For every 50 applicants, only one might qualify for a second interview. Mike’s ensure that it hires only those people who place the customer’s interest above everything else, those who will fit in well with Mike’s principles. Fourth, regarding selling the relationship, Mike’s always think about their customers, especially their repeat customers. In fact, they live and die on repeat business. They are committed to providing 100% satisfactio n to their customers. Fifth, in order to sell their relationship, Mike’s empower their employees to take ownership of their work. These employees are entrusted to create a happy experience for customers, enough to keep these customers to come back for more of Mike’s services, and to become advocates for Mike’s. Sixth, although Mike’s has its own rules, policies and procedures, it likes to keep things simple. In fact, during the trainings for its employees, Mike’s discusses with its employees the latter’s experiences in the outside world in terms of services they had received as employees and turns the discussion towards how the employees can do the same thing to Mike’s customers. Seventh, Mike’s encourages, and even promotes, (friendly) competition among its stores. Mike’s believes that such friendly competition sparks improvements not only in its stores but also in its employees as well. Mike’s conducts meetings with various