有溫度的服務業
楊惟雯
在一個炎熱的午後，有位穿著汗衫，滿身汗味的老農夫，伸手推開厚重的汽車展示中心玻璃門。
他一進入，迎面立刻走來一位笑容可掬的掬的櫃檯小姐，很客氣地詢問老農夫：“大爺，我能為您做什麼嗎？”
老農夫有點靦腆地說：“不用，只是外面天氣熱，我剛好路過這裡，想進來吹吹冷氣，馬上就走了。”
小姐聽完後親切地說：“就是啊，今天實在很熱，氣象局說有32攝氏度呢，您一定熱壞了，讓我幫您倒杯水吧。”
接著便請老農夫坐在柔軟豪華的沙發上休息。
“可是，我們種田人衣服不太乾淨，怕會弄髒你們的沙發。”
小姐邊倒水邊笑著說：“有什麼關係，沙發就是給客人坐的，否則，公司買它幹什麼？”
喝完冰涼的茶水，老農夫閑著沒事便走向展示中心內的新貨車東瞧瞧，西看看。
這時，那位櫃檯小姐又走了過來：“大爺，這款車。”
“不要！不要！”老農夫連忙說，“你不要誤會了，我可沒有錢買，種田人也用不到這種車。”
“不買沒關係，以後有機會您還是可以幫我們介紹啊。”然後小姐便詳細耐心地將貨車的性能逐一解說給老農夫聽。
聽完後，老農夫突然從口袋中拿出一張粥巴巴的白紙，交給這位櫃檯小姐，並說：“這些是我要訂的車型和數量，請你幫我處理一下。”
小姐有點詫異地接過來一看，這位老農夫一次要訂8台貨車，連忙緊張地說：“大爺，您一下訂這麼多車，我們經理不在，我必須找他回來和您談，同時也要安排您先試車……
老農夫這時語氣平穩地說：“小姐，你不用找你們經理了，我本來是種田的，由於和人投資了貨運生意，需要買一批貨車。
但我對車子外行，買車簡單，最擔心的是車子的售後服務及維修，因此我獨生子教我用這個笨方法來試探每一家汽車公司。這幾天我走了好幾家。
每當我穿著同樣的舊汗衫，進到汽車銷售廠，同時表明我沒有錢買車時，常常會受到冷落，讓我有點難過……而只有你們公司。
只有你們公司知道我不是你們的客戶，還那麼熱心地接待我，為我服務，對於一個不是你們客戶的人尚且如此，更何況是成為你們的客戶……
啟示：
顧客購買的除了商品，還有優質的服務，如果缺少了後者，再好的商品也抓不住市場。
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