Last minute customer service and a cup of coffee

"I want to thank the owner for giving my sons bicycle a tune up at the last minute. My son is in the Air Force down in Mississippi and asked that I bring him his bike the day before we were leaving to visit him. I called around and nobody else could look at it for several days. I explained my situation and the owner said bring it in and he would check it out. He gave it a good tune up new brakes etc and it rides like new. I also had a cup of coffee while i was waiting and it was delicious. Thanks again for your prompt service!!"

Above is an actual review of a bicycle shop, but more than a review it explains the backbone of key performance in the world of business--What separates a average establishment vs an excellent establishments? The sentences above put that challenge to the test, last minute---others said no, the great ones say YES.

Customers for the most part understand a screw up on their part does not generate a hurry up on your part.....However if time allows it can generate a positive experience in any business--you have to put loyal customers first, but if nothing is going on and not pressed for a deadline fit one in and and watch your core of the business--people first win over a customer, which in return equals a positive experience,, which equals profits, which then creates a new customer, which in return they tell their friends, which turns into more customers.....a awesome cycle to be a part of.

A++++++ Plus-ing is a term used by Walt Disney, it is a philosophy he lived and breathed by. Sure you can get a A in service, but why not give the customer a A+ or even a A+++++++.   The art of giving customers more than they expect is the very nature of a business.....Fitting them in A+, having coffee available for purchase A++ combining them into a business A+++

I love bicycle shops, the creativity, the passion and the willingness to help customers of all categories is just unbelievable. I love reviews good and bad, it allows our business to grow in departments, or knowledge that needs a little adjusting....Plus positive feedback is good to hear, there is not enough of that going around today, anywhere.....Its cool to see customers enjoy and are pleased with business that act with the customers first, profit second theory---other way around and you are yesterdays news.