From Car Service Conversation to Corporate Training Contract

Just four days after my speaking success, I took my car for a routine service at a local dealership. What happened next proved that opportunities truly can emerge anywhere – even in a service bay waiting room.

When a Simple Question Changes Everything

“What do you think of our customer service here?”

The question came from a gentleman in a crisp suit, standing casually in the dealership’s gleaming showroom. His relaxed demeanor gave no hint that he was a senior executive – or that this conversation would transform my business trajectory.

“The staff here are terrific,” I replied honestly, then added carefully, “Though lately, your automatic email and text marketing has been flooding my devices.”

Instead of becoming defensive, he leaned forward with genuine interest. “Yes, we’re having some difficulties with our current marketing people and strategy,” he admitted.

“I understand completely,” I reassured him. “From my business background, I can see both sides – the marketing goals you’re trying to achieve, and why customers might feel overwhelmed by the communication flow.”

The Power of Professional Perspective

“What do you do for a living?” he asked, his interest visibly piqued.

“I’m a copywriter,” I replied.

His eyes lit up. “Would you share your thoughts on our marketing timing and messages? How do you feel about our communications?”

Taking a deep breath, I decided complete honesty was the best approach. “Well, each time I schedule an appointment, here’s what happens: First, I confirm by phone with your excellent team. Then I receive a lengthy online check-in document. Now, I understand I’m in a marketing funnel – it’s an opportunity for additional revenue through products and services. But there are several issues.”

I watched his expression carefully as I detailed the problems:

“The email title says ‘check your vehicle in online’ when I’ve already checked in by phone – that’s confusing for customers. The questionnaire is lengthy and complex, asking too many questions about additional services. If customers don’t reply, they receive repeated reminders until their appointment.”

He nodded thoughtfully as I continued:

“Recently, I diligently completed your online check-in, even though I’d already confirmed by phone. A few days later, I received a call asking to reschedule. Of course, I said yes – happy to help. But that change put me back in the marketing funnel, and the emails and texts started flooding in again.”

When Experience Meets Opportunity

The next thing I knew, we were continuing our animated discussion over coffee in his executive office – a glass-walled space that offered a panoramic view of the bustling showroom below. What began as feedback evolved into an animated hour-long discussion about marketing, customer service, and sales. Our enthusiasm built as we discovered our shared passion for exceptional customer experience.

“You see, I said, it’s not just WHAT you say to customers,” I explained, drawing from my CEO and COO experiences. “It’s also about HOW you say it. Every interaction is an opportunity to build trust and demonstrate genuine care.”

The conversation turned to sales techniques, and his eyes sparkled when I mentioned Tom Hopkins.

“Have you heard of the Porcupine technique?” I asked.

He leaned forward intently. “Tell me more.”

“It’s fascinating really. When a prospect asks a question, you respond with a question. For example, if someone asks, ‘Does that sofa come in leather?’ you respond, ‘Would you like it in leather?’ while making a note in your paperwork. The simple act of recording their preference creates momentum toward the sale.”

His curiosity was evident. “And this Hopkins – he turned these techniques into real results?”

“Absolutely!” I replied enthusiastically. “He became a millionaire by age 27, once selling 365 properties in a year – essentially a house every single day.”

The Surprising Turn

As our conversation wound down, I began noticing details I’d missed – the glass office in the main showroom, and the staff’s deferential manner toward him. Just as I was reaching for my bag to leave, he asked:

“How much do you charge?”

The question caught me completely off guard. “For what?”

“For training,” he replied matter-of-factly.

“Training what?” I asked, still not quite following.

His next words stopped me in my tracks: “For training our customer service team, and our sales team.”

Looking around the bustling showroom in this affluent area, I hesitantly asked, “How many people would you be thinking of?”

His response nearly floored me: “Well, we have quite a few dealerships, and I’d like you to train them all. You’ll need full days, not half days – that won’t be enough. And we’ll keep the groups small, so your training will be effective.”

When I didn’t immediately respond with a price – as quite frankly, I didn’t know what to say – he added thoughtfully, “Let me think about the budget and how we’ll manage to get everyone from various locations to a training venue.”

Going Above and Beyond: The Survey Analysis

Before I left, he made one final request: “You’ll receive our survey today. Please complete it and send me your thoughts.”

I drove to a cafe in my courtesy vehicle, while I waited for my car to be repaired. I sat drinking a coffee wondering what just happened. 

Eventually, I opened the survey and began a comprehensive analysis. I knew this was my chance to demonstrate real value.

For each question, I took screenshots, and added annotations in bubbles with arrows, to create a pdf document. At the same time I started to write a draft email writing each question from the survey, then providing an alternative question, and explaining why I thought this alternative question was better. 

Here’s an example of exactly what I did:

Original Question: “With regard to the service provided, what points did you like?” 

The word like was in green.

An empty text box was provided for customers to complete as they wished.

My Reply 

An empty text box without guidance is a poor survey design, as it:

1. Makes data analysis difficult
2. Reduces response quality 
3. Requires more customer effort
4. This may lead to irrelevant feedback

My Alternative Question Suggestion and My Reason Why

“What aspects of your recent service experience stood out positively?” 

Providing tick boxes with common options plus a free text field for additional comments gives structure while allowing detailed feedback, I said. For example:

• Staff courtesy
• Communication
• Quality of Work
• Timely completion
• Cleanliness of vehicle
• Value for money
• Other (please specify)

This allows for data analysis while giving customers specific areas to consider. 

Another example

Original Question: “With regard to the service provided, what points did you dislike?” 

The word dislike was in red.

My Reply

My Alternative Question Suggestion and My Reason Why

“What could we improve about your service experience?”

A blank field for customers to complete as they wish was provided.

This action has multiple issues:

1. Leading with ‘dislike’ encourages negative feedback
2. An empty text box without guidance makes analysis difficult
3. The word ‘dislike’ is too strong

I’d suggest providing tick boxes for common areas plus an ‘Other’ text field. 

Language and Tone Analysis

Throughout the survey, I noticed the word “very” appeared frequently. My note explained: “The word ‘very’ is subjective and imprecise in questionnaires. What means ‘very good’ to one person might mean ‘excellent’ to another, making your data less reliable and harder to analyze consistently.”

In Conclusion

Survey Design Analysis & Recommendations

Critical Issues

Length & Complexity

• Excessive length reduces completion rate
• Hidden follow-up questions appear unexpectedly
• Technical language (‘workshop’ vs ‘service centre’)

Question Design

• Leading with negative scales
• Unclear response options
• Missing guidance for open-text
• Complex, multi-part questions

Poor User Experience

• Session timeouts
• Limited editing
• Redundant questions after timeouts

Recommendations:

• Streamline essential questions
• Use positive-to-negative scaling
• Provide clear response guidance
• Add auto-save functionality
• Implement 1-5 rating scales
• Use customer-friendly language

Suggest focusing on gathering quality feedback while respecting customer time.

The Final Touch: Transforming the Closing

The survey ended abruptly with a cold message in red text. 

This questionnaire is now finished. Thank you for your time and evaluation. 
Your answers will be used to help us better meet your expectations.

I suggested the survey should make customers feel valued, not pressured, and that this final page should be personalized. I said I would have preferred something like…

Dear [Name],

Thank you so much for taking the time to complete our survey. Your thoughtful feedback is incredibly valuable to us and will help shape how we improve our services. We genuinely appreciate you sharing your experience and insights.

Best wishes, 

[Company name]

This version:

• Personalizes the message
• Shows genuine appreciation
• Emphasizes the value of their input
• Uses warmer language
• Avoids urgent red coloring

I gave it a once over to check for any errors, then I hit send!

The Sweet Surprise

Two days passed without a response. Slightly concerned my detailed analysis might have been too direct, I called the executive. I could tell immediately he was in a meeting.

“Perhaps this isn’t a good time, I can tell you’re busy” I began. “I was simply calling to see if my survey reply had landed well?”

His warm response caught me off guard: “I always have time for you, Kazi.” He chuckled and continued, “Your survey reply landed very well indeed. It was so professional and articulate that I sent it to the head of the company managing our customer service campaign. I’m eagerly awaiting their response.”

Before I could respond, he added, “Now, we must get a date in the diary to schedule your training. Give me some time to sort out the logistics.”

Key Lessons: Seizing Unexpected Opportunities

This experience taught me several crucial lessons:

Every Conversation is an Opportunity

• Routine appointments can lead to major contracts
• Share expertise generously when asked
• Stay alert to signs of larger problems you could solve

Demonstrate Value Through Action

• Back up verbal suggestions with detailed analysis
• Show rather than tell your capabilities
• Go above and beyond when given a chance

Draw From Your Full Experience

• Previous business roles inform current opportunities
• Sales knowledge translates across industries
• Leadership experience adds credibility

Your Blueprint for Similar Success

Want to create your own success story? Here’s how:

Prepare Your Expertise

• Develop deep knowledge in your field
• Build a diverse skill set
• Stay current with industry best practices

Recognize Opportunities

• Listen for pain points in casual conversations
• Watch for signs of systemic issues
• Notice when decision-makers seek your opinion

Follow Through Professionally

• Document recommendations thoroughly
• Present solutions clearly and comprehensively
• Stay appropriately connected

Remember, your next big opportunity might not come from a pitch or networking event. It could emerge from a simple conversation during a routine errand. The key is being prepared to recognize and seize these moments when they arise.

In my next article, I’ll show you how to expand these initial opportunities into ongoing business relationships that can transform your career.