Texas A&M University conducted a study to determine the key components involved in service quality. Researchers polled service managers and consumers from various service businesses, and the results highlighted 10 components integral to a successful service business. This research is applicable to many businesses, including independent tire dealerships.

For best results, print out a copy of this list and hang it in your store:

1) Reliability: Get the job done right the first time.

2) Responsiveness: Assist customers in a timely manner.

3) Competence: Perform the job effectively and hire skilled technicians.

4) Access: Offer convenient hours and location.

5) Courtesy: Be polite and friendly to customers.

6) Communication: Contact customers regularly to inform them about sales, pricing or policy changes.

7) Credibility: Be honest and trustworthy.

8) Security: Protect customers’ financial information and physical safety.

9) Understanding: Learn about customers’ needs and preferences.

10) Appearance: Keep the service area and all customer areas clean and orderly.

– Source: Tire Review Business Toolbox