Often, when a customer asks to speak to a manager, there’s a problem. In the case of Big Tex Trailer World store manager Roland Coyle, there’s an opportunity.
Recently, a customer visited our Livingston, TX after more than 5 years of doing business with a competitor. After browsing the store and interacting with the team, the customer asked to speak with the manager. Upon meeting, the customer asked Roland, “How did you change the culture in your store? How did you take a store that previously had less than stellar customer service and turn it into one that has become a great place to do business?”
The customer went on to explain that he used to be a Big Tex Trailer World customer but was left unimpressed and decided to switch to another retailer. That all changed after hearing about the great experience a friend had after purchasing a trailer from the Big Tex Livingston store, so he decided to give it another try –after more than 5 years of shopping elsewhere!
Roland, who joined Big Tex Trailer World in 2019, took the time to explain his philosophy of Mind, Time and Network, and how he has used that to mold his team. He also talked about the cross training that all store employees receive, allowing all customers to receive consistent, excellent service regardless of who may be helping them.
Turns out, the customer teaches business classes at nearby Angelina College in Lufkin, TX. He saw Roland and the Livingston team’s success story as an incredible teaching opportunity for his class and invited Roland to speak with his students about what it takes to change the culture in a business. “Professor Coyle” has gone on to give several lectures over the past few weeks.
We couldn’t be prouder of Roland and the entire Livingston, TX Big Tex Trailer World team!