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I’ll Take Care of You

Have you been in a restaurant where any special request, no matter how small, is met with hesitation or a negative? And where it is particularly irritating because you know that your request can be easily met? Don’t you already have plenty to do and worry about? When you are a customer of a service establishment, shouldn’t they shoulder the burden, troubles, and responsibilities? Why should you feel uneasy or worried that your needs and requests will go unmet and worse, that you may have to help solve the problem that you are paying them for? In short, why should you be doing their job?

Early Saturday morning, I lay awake in bed and reflected on the unpleasant chore of going to have my car inspected. In New York City, something as simple as inspecting your automobile can be very troublesome. Often an appointment in advance is necessary, there are long waiting periods, or a service station is out of inspection stickers. Many times I have spent hours trying to get my car inspected, only to return home defeated, having to try again another day.

I called Salerno Service Station and asked for Ryan, the general manager – a man who had forever changed my attitude towards the auto repair business and led me to write an extensive two-part story – Jacked. It was Ryan who had answered the phone. I asked if they could do an auto inspection that morning. He said, Don’t worry. Just come in. I’ll take care of you. That is when it hit me hard. He had given me the key to ultimate customer service when he said I’ll take care of you. It was the reason why Salerno had hundreds of five star reviews online.

HE HAD SHIFTED THE RESPONSIBILITY FROM ME TO THEM. All of the responsibility. Completely. 100%.

That was the key, because in that way and only that way can a customer fully relax while the service provider does their job. Even with good customer service, there is often a nagging worry that something may go wrong. In auto repair, so many things can and do go wrong – a bigger problem will be discovered, a part will be unavailable, there will be no time today for the repair, the cost will be too great, you will be cheated or lied to, you will be sold something you do not need, etc. But with great customer service, at a place like Salerno Service Station,  you will be insulated from any hassles servicing your car because they are taking care of you. You can relax. Like my first visit when I was told by Ryan to go have a nice breakfast at the Willburg Cafe while he took care of my muffler job.

It is like the days of old, when people spoke of being in the doctor’s care. There was great comfort in those words because it meant that someone competent was going to take care of you. People love to be taken care of. This complete taking over of responsibility from the customer or patient is characteristic of the Italian culture and their approach to service. Now I saw how it was at the core of the No Problema attitude that I wrote about.

Over many decades of owning a car in the city, I have grown to despise the auto inspection ordeal. However, now, for the first time in my life, in the hands of Ryan and the Avallone family, Mario and Salvatore, I actually looked forward to this year’s inspection. In a harsh environment like New York City where comforts have to be actively sought out, there are no sweeter words than I’ll Take Care of You :)

3 Responses to I’ll Take Care of You

  1. Very nice; especially after all the ‘taking care of” you’ve been doing since Sandy.

  2. Salerno is CLASSIC Brooklyn. Wouldn’t go anywhere else.

  3. A fellow customer! Awesome.


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