"Got a flat tire while getting groceries after work. It was raining and I didn't have a spare or any tools, so I stopped at Bike Source. It was past closing time (8pm), but the guys opened up and installed a new gator skin tire and a fresh tube. Excellent service."-- Matt K. BikeSource, Columbus Ohio via Google Review.
What are the rules for excellent, superior customer service? Where are the guidelines found and in what book?
The answer to me, well lets be honest there aren't any.....No one woke up and said these following rules are set in stone and this will make your business successful.
My daughter takes standardized testing here in Indiana, required by every single child--however where does a grade state the child is creative??? Honest, caring, patient, pro-active, responsible, communicates well---if she gets a A in math, does that me she is just good at math and math only?
The same rule applies with customer service. Where does it say you can't re-open after closing to help someone?
You as the owner, employee and staff must be willing to think outside and inside the box at the same time--each customer is different and each customer will have its own reward.
Buying a horn for a toddler bike is just as important as a customer buying Zipp wheels (303) or any other carbon fiber product.
Seeing a new customer come in, speaking to them on the phone--that is OUR chance to apply what naturally comes to us, being ourselves. No phoniness, no Dr. Jekyll and Mr. Hyde...Be YOU and customer will see you for who you are and that is a rule well served.
Opening in the rain as the review states, that is small but the pay off is huge--that is willingness on the shops part to meet all demands, give a little extra, a plus type business. Instead of a A give it an A+
Walt Disney stated that when the Pirates of The Caribbean ride opened it took around 11 minutes to enjoy the scenery as a guest on the ride--he once rode the ride and it only took 9 minutes--he confronted the captain of the boat and said why was the ride shortened? He responded I need to get them through fast, the line is long---Walt responded with I created the ride for 11 minutes, customers deserve 11 minutes please give them 11 minutes. Our customers come first.....He gave the customers not just an A he gave them an A+.....He was the pinnacle for customers first.
Like I said, there are no rules--yes, I know there are guidelines to follow--but, be more than a guideline, be more than a mission statement--be better than average, besides who wants to be average?---Not Me.
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