“We will take care of our customers better than any other auto facility on the south side of Des Moines. It’s our one promise, and we will never under-deliver . . . ”
Des Moines, Iowa, Midas Manager Steve Stoermer, whose shop has not had a customer complaint in four years. Folks in Des Moines are used to hearing promises. Their state is, after all, home to the Iowa Caucus, the first step on the road to the White House and the place where many presidential hopefuls set up camp. So, it’s a matter of pride with Des Moines residents that they can spot the candidates most likely to follow through on those pre-election promises.
Maybe that’s why Steve Stoermer is enjoying such success: he’s a follow-through kind of guy. Stoermer, manager of the Midas shop at 14th Street and Army Post Road on the south side of the city for the past six years, has developed a deserved reputation for professionalism, service . . . and for being true to his word. In fact, he recently was honored for exemplary customer service with an invitation to the Midas International conference in Atlanta as one of our 50 Customer Service Heroes. A 21-year Midas veteran who has worked his way up from parts runner to mechanic to assistant manager to manager, Stoermer is racking up some of the best customer satisfaction scores among Midas’ 1,700-plus shops. And he hasn’t had a customer complaint in four years. You’ll find Stoermer’s shop on the frontage road leading to South Ridge Mall. Take your car there and (yes, this is a promise) you are in for a pleasant surprise. First, you’ll be greeted by a friendly, smiling face: either Stoermer himself or a veteran staff member wearing a crisp, clean Midas uniform…and a genuine smile. “It sounds like such a simple thing, but I insist that somebody on our staff make eye contact with customers and greet them within seconds of entering our shop,” said Stoermer. After you’ve been made to feel at home, Stoermer spends time explaining everything that’s going to happen while you’re a guest in his store. “I know it’s frustrating for customers when they don’t know what’s going on,” commented Stoermer, who always introduces customers to the mechanic who’ll be working on the car, after which he explains that this mechanic will be taking the car for a quick spin to get a feel for how it’s running. “Again, it’s a simple thing,” added Stoermer. “But never let customers see somebody drive off in their car without first explaining why you’re doing it.” Stoermer is a great listener. If you need to explain something about your car, even if you’re not confident you can explain it well, he’ll give you all the time in the world. Then he’ll tell you about Midas’ Courtesy Check -- a free 45-point visual inspection -- and how his team will look inside, outside, under the hood and under your vehicle. When they’re through, Stoermer will give you a written report. “Our Courtesy Check helps customers build relationships with their cars,” he explained. “First, it lets me show them the things that are in good shape. Then it allows me to prioritize anything we’ve found that might need attention." Stoermer works on the principle that the more you know about your car’s condition, the better your ability to keep it on the road. Rest assured, anything your car needs Stoermer’s shop can handle. He works hard to make his Midas your one-stop auto repair and maintenance location. And his mechanics are experienced, with an average eight years at the shop. When you visit, check out the waiting area walls and you’ll see a cluster of framed Auto Service Excellence certificates, an industry designation indicating that the people working on your car are more than qualified; they also continue to take training classes to update and improve their repair skills and knowledge. “The guys love working here,” said Stoermer. “They have loyal customers who come in and ask for them by name. They take a genuine personal interest in doing as good a job as possible.” And once the job is completed, you’ll receive a heartfelt thank you. “We understand that nobody likes paying money for car repair,” said Stoermer. “So we want our customers to understand that we appreciate the trust they put in us. We really mean it when we say ‘thank you.’” And Stoerner builds on that trust by keeping his word. “We will take care of our customers and our customer’s cars better than any other auto facility on the south side of Des Moines,” he said. “That’s our one promise, and we will never under-deliver on that promise.” |