Thursday, July 28, 2011

Good Customer Service Keeps Customers

I have worked a few jobs in which my pay was dependent upon good customer service. Mainly as a server, if I didn't produce good customer service then my tip was reflective of that. That doesn't mean that every time I gave good service I got a good tip, but if I gave bad service you can bet that my tip was almost always reflective of that.

Recently a new bike shop opened on Franklin Road near our church. With a few triathlons coming up I knew that I needed to get my bike tuned up and ready for the upcoming races. It's not the closest shop to my house, but when I called they told me that they could get my bike in and out in less than 24 hours. This was win #1 since the shop that closer to my house told me it would be 10 days before I could get my bike back.

I took my bike in and, as promised, I was called less than 24 hours later and told my bike was ready to be picked up. When I got my bike home I noticed that I couldn't get into the top chain ring. No big deal, I made the adjustment and planned to go for a ride the next day. I rode my bike a few times and noticed that the chain was starting to rub the front derailleur. Again, I made an adjustment, only this time after making the adjustment I couldn't get into the top chain ring once again. After this I took the bike in to have the mechanic look at it. After a few minutes, several adjustments to the derailleur and cleaning the shifter all appeared to be good to go. Because I had just been in for a tune up he didn't charge me anything for the time it took to get me going again. During the Music City triathlon, however, I was not able to get back in the gear after getting in and back out one time.

The day after the race I took my bike in again and left it for the mechanic to take a look at. I was told that I may need a new shifter, but they would definitely try to fix the one I currently have. The next day, again less than 24 hours, I got a call that my bike was fixed and there was no need for a new shifter. On top of that, he only charged me for the parts it took to fix my bike. I took the bike out yesterday and everything works great!

Because of a few small things, R.B.'s Cyclery in Franklin has not only earned my business, but I will tell everyone I know that rides or is in the market for a bicycle about them. First, they gave my an expectation and they met that expectation. Jason, the mechanic, told me that my bike would be ready the following day twice and both times it was ready. Second, they managed my expectations well. I was prepared for the fact that it may be an expensive fix. I wasn't told one thing and then sold something else.

In my opinion, customer service is not hard. If you manage your customer's expectations and show them that you are willing to work hard to get their need taken care of you will earn their trust and their business. I can tell this first hand. And I will continue to give my business to R.B.'s.

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