Customer service---repeat it all the time--not when you feel like it.

"Normally, an awesome store. Would rate 5/5 But I just called this the bike factory asking how much a repair or replacement derailleur costs after briefly explaining my situation. He said "I don't know. Inexpensive, but I gotta run."---Via Google review of a bike shop.


HELLO!!!!!!!!


This is customer service 101--this is what we learned back in our basic training, back in our "A" school, what we learn in seminars, meetings, and on our initial training day.

We never rush a phone call--customers go out of their way to call and ask questions it is a sign that they are willing to do business with us and in this case sounds like repeat business.

Why is it the employee had to run? Under staffed for the day, poor planning or frankly did he just not care? We will never know the answer--unless the customer came in and had a shoot out with the staff like the Alamo--but I doubt that happened..He just wrote a negative review of a place he normally speaks highly of. 

CRO---Chief Repeating Officer is a position that is not yet created, but it should be. Repeating the same service day in and day out, talking to customers the same day in and day out--being there for them day in and day out, (during normal business hours of course) But be the same no high and no low--the bar has got to be set at an effective level at all times and repeat the motions in a positive/fulfilling manner every single day. 

I am very surprised that a customer who seems pleased with this business took the time to write a negative review--I know we all have the right to voice our opinion--but taking into consideration they seem to like this shop--why is it they wrote it up??

I will tell you why--they treated him like dirt on the phone and that is it--had he been there in person it probably would have transpired a little differently.

The moral of the story is this--whether in person or on the phone, in an email, Skype, Facebook; we have got to treat our customers with the same respect they expect from us at ALL times, not just when we feel like it. 

Did the customer come back?  I would, you never know if it was a young college kid, part-time summer help or the mailman who had to assist while others were helping other customers. If you are happy with a business don't let one little hiccup ruin your opinion of a business, now if it happens again--absolutely stop going--for there will be long line behind you departing as well.

I love bike shops and the niche they have, for small business is alive and well in the world....

5/5 he states---well now he can give it a 4/5 which is still a awesome score if you ask me.