Balloons, the “Not Welcome” Sign

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At Lou Fusz Subaru with Fran the Prius. Thanks, Matt
Balloons, the “Not Welcome” Sign
Fran’s the Prius’s New Adventure
My little Prius, Fran, is so confused. We headed out for oil change and inspection, but stopped much too soon, at an unfamiliar place.
“Wait, this isn’t right!”
Oh, oh, I should have explained. “Yes, it is. It’s where we’re going now.”
“Noooooo! We ALWAYS go to P’s Toyota. It’s where I started. It’s where I always go! Even the tow truck knows that.”
Actually, it goes back much further, more than thirty years of total customer loyalty to those who’ve helped me through rough patches. I remember winning deluxe tickets to a Cardinals game, which Donna took Mom to. Easy access even for Mom’s wheelchair, and she had a great time. Yeah, grateful for that, and a few months later, for their finding time to fix my Tercel so I could get to the hospital to see her. They had said there were no openings, but then found time. Did someone skip lunch? I had bonded with Fran for a year, every time I brought the Tercel for service, and was so happy when a new “floor model” meant I could buy her just when I needed to.
“Well, this is where we’re going today. You’re good at adapting. Remember going to Louisville on just one tank of gas? and Texas? and Jonesborough, TN? It’s just an oil change and inspection. Let’s see how it goes.”
“Why?”
“There are balloons at P.T. and I’m allergic to latex. The nice techs took me home last time, and I paid by phone, but it’s not the same, and when I called to ask for the safe environment I’d been promised, the mis-named customer service guy yelled and was insulting.”
“Oh, that’s not nice.”
“No. I’ve heard he has a reputation as a bully. Most oddly, he kept saying, ‘I know who you are.’ I wish I knew what he meant by that. He also compared a request for no balloons to the absurdity of cutting down all the trees in St. Peters because of pollen allergies.”
“Not nice at all. Okay I’ll try . . . wait, you aren’t trading me for a Subaru are you?”
“No, I hope you keep going for a long time. Oh, and you’ll like this: they have a car wash. Spa day!”
“Will we ever go back to P.T.?”
“Let’s see how this goes. It would take a sincere effort to change their ways, and probably, as one of the laid off teachers responded when asked if he’d come back from his new district, ‘Only if the new guys are really mean to me.’”
So far, Fran and I are happy at Lou Fusz Subaru, close to home, courteous staff, and competent and fair. I’ve remembered that my Corolla came from Lou Fusz in Kirkwood. My sis says Fusz is another branch of our Fussner family tree . . . so it might be a bit of a homecoming after all.
Thinking of a commercial with very cute kids and the punchline, “When you’re the best, you don’t need balloons.”
Thinking also of my first boss at Prudential saying, “The most expensive advertising is poor customer service” . . . and the best, value beyond measure, is being good to your customers, 35+ years of building a great relationship tossed in the trash by one ill-tempered bully.
When you decorate your business with latex balloons, you might mean to be festive and fun, but you are signaling “off limits/danger/not welcome here” to those of us with a latex allergy.
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