Our business has more to do with fixing people's problems and helping them and their cars go farther. It's all about treating customers like individuals--not transactions. Because we know when we make our customers happy, they come back again and again. Our business also has a lot to do with growing and developing our employees--knowing that when we give them our best, we get the best in return. It has to do with training and supporting our franchisees in any way we can so that they can take care of the customer. In the end, our business has more to do with long-term relationships than anything else. What we call "relationship marketing." Because, you see, at Merlin we focus on people, not just dollars. And, not surprising to us, that's what insures our success in the future. It's a different approach, and it's that difference that gives us a bit of an edge.
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