One evening in December, when Victor Luce was nearly finished closing the shop for the night, a customer rolled into the parking lot with a problem. The customer, who was in the middle of a long trip to Colorado, and Victor discovered it would be dangerous for the customer to continue without necessary service work. Victor decided to reopen the shop, fire up the equipment and see to the customer’s needs.
Big O Tires Senior Director of Operations Charlie Alexander says, “Victor’s outstanding commitment to putting the customer first was two-fold: not only did he stay late to help the customer, but he did so knowing the likelihood of the customer returning to do business at his store or any other MFA Oil-owned Big O Tires store was very low since the customer lived in Texas.”
The care and respect Victor showed to this customer in need is an example of delivering exceptional service and doing the right thing, even when it may be inconvenient.