Keeping Promises to Your Customers

Last night our team attended our monthly team meetings and discussed how we can continue to improve upon our customer service. We discussed the following four characteristics associated with delivering exceptional customer service: keeping promises, active listening, attitude and the power of persuasion.

Although each area drew an equal amount of participation it was the discussion around keeping promises that interested our team most.  In the end, we discovered three basic elements that every person in our centers should know - (1) As a member of the company, you are the expert and the curator of the customer experience (2) that the most important thing any member of any company can do is to deliver proper expectations (3) and that every effort should be made to keep any promise made to the customer.

https://www.youtube.com/watch?v=HWTMa76BzH0

In order to drive home the point of keeping the promise to the customer we used the following clip from a Seinfeld episode which proved to be a great way to convey the message. We hope you enjoy it as much as we did and as a customer please know that we are continuously trying to improve our service to you.

Brian John Riggs

Diversifying Our Interests, Supporting Regional Talent

Rocco's Collision Centers is proud to announce its formal entrance into the world of boxing through our sponsorships of two local boxers, Tevin "The American Idol" Farmer and World Champion Danny Swift Garcia.

Tevin was born one of thirteen (7 brothers, 5 sisters) and grew up on 13^th and Fitzwater, in the projects of Philadelphia. He doesn’t remember ever going on vacation, he thinks his favorite colors were green and blue but doesn’t pay much attention to that now, and when asked what the best and worst part about growing up in the city was he responds “the worst is that it’s tough and forced you how to be strong; the best is that it teaches you how to survive.”

Mark and Tevin enjoying a night out at an MMA event.

Now, at the age of twenty-two is staring at a new destiny. His name is Tevin Farmer and he is one of many Philadelphia-born boxers who hope to fight their way out of adversity and make it to the top. “I want to win every time I get in the ring. I want to beat my opponent and beat them bad and ultimately I will be a world champion,” says Tevin. But unlike his local counterparts, Tevin has been blessed with a new beginning, an incredible chance to marry his talents with opportunity and perhaps change the course of his life.

Through his older brother Mel, Tevin came to know Mark Cipparone, owner of Rocco's Collision who immediately saw talent in Tevin and quickly became his mentor.  The first thing Team Farmer did was to move Tevin out of Philadelphia and into the suburbs of New Jersey, where his life is incredibly different.

“He has been exposed to a terrific opportunity and he is making the most of it. He is training harder, he’s eating right, he’s solely focused on boxing and it’s made him hungrier.”  Says Cipparone. “In New Jersey, there are no distractions, no negative influences.  He is left to focus on his passion, boxing.” In the solace of his new environment Farmer appears at ease and while he’s always a well-mannered gentlemen, his will to win, to punish his opponents is evident.

Tevin's next fight will be on Saturday, February 16th at the Benton Convention Center in Winston-Salem, North Carolina. (Click here for more information) 

In addition to sponsoring Tevin, Team Rocco's is also part of the Danny Garcia team and will be present in his upcoming championship bout with Zab Judah in Brooklyn, N.Y., on Saturday, April 27. "We are extremely excited to be a part of the Garcia team and are proud to sponsor such local and phenomenal talent. In many ways, our involvement with both of these hard working individuals mirrors our team's efforts at each of our shops. We're looking forward to a very successful and dynamic 2013 and beyond," says Cipparone.