How long has it been since you were surprised by service at a shop or business?
I wonder why so many shops and businesses can’t get their head around the idea that if they offer great service, their business is likely to grow, even in these difficult financial times.
On Monday one of the gear cables on my bike had snapped inside the shifter. They don’t often break like that but when they do it’s a very tricky job to get the broken end of the cable out so that you can replace them. The break happened just before I got to work and I didn’t fancy riding all the way home in one gear.
I went down to Bikeforce South Perth in my lunch break and the owner, Nick, told me that it was going to be very difficult to get it sorted. The shop was very busy and they’ve got service work piled up for days so he could have just said that he couldn’t help at all, but Nick still took time out to get the job done. He just continued to work the broken end free, millimetre by millimetre. Eventually there was enough frayed cable to grab with needle nose pliers and Nick was able to remove the broken piece of cable. He then quickly threaded a new cable, adjusted the rear derailleur, and charged me what was an extremely fair price compared to the degree of difficulty of the job.
I couldn’t thank him enough.
It’s so refreshing to find people who are willing to go the extra mile and I must say it was nice to ride home on a fully functional bike.
When was the last time you got service that was so good you wanted to tell others about it? What is your best service story?
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G’day
Great to read of their service. I have heard some bad reports about Bike South Perth so this is refreshing. Like your kind self I aslo appreciate great service and regulary travel south to Churchill Cycles for this very reason.
Glad to hear you got back on the road quickly too.
Regards
Andrew
Just yesterday I was surprised to hear how easy it will be to get my new netbook despite a kinda mix-up of adresses. In fact I had it home yesterday night!
Apart from that it´s rather rare that I get good service – and in combination with a price ok!
Long ago in Derby we needed a little repair on the car. Didn´t realise it was Sat afternoon but got helped quickly with nearly no money to pay!
im constantly amazed at the apparent lack of caring by business in their own brand and customer service that they leave their whole business reputation to be managed by the very poor care of customer service reps (and i use the term very loosely) who clearly do not care to b serving you. When you are in a place where they care, the difference is massively obvious. ive had to put up with:
lack of interest in solving my problems (hence the reason i am in the shop)
rudeness
inability to help
having a private conversation with other customers / employees while serving me
talking on the phone to their friends/family while serving me
etc
these things are not egotistical requirements from a customer expecting a store assistant to be a slave or a lower class citizen. these are about basic human relationships. The difference is so obvious when you get to a place where it is good.
You get what you are looking for , or maybe even a recommendation to try a different store (brand competitor) – in other words the person was interested in solving your problem even if it meant sending you to their competitor. I remember that and go back!
you get treated as a person – not just the “next customer” inline
you come away feeling like the store had a interest in you – and that lingers a s positve experience.
You talk about it to your friends.
Amart All sports is a company I will recommend. I have never been treated by their staff at the three different in a poor way. I have always been helped even when making the most insignificant purchase. Yesterday asked an employee – clearly working on something if they had net ball bags. He tool me to them, opened one up and then proceeded to fill it with balls to check that it was the size i wanted, sold me one that hadnt been opened up, engaged me with his conversation and banter and acted keen to help me. I added counter items i didnt really need to my purchase because i was so happy to have solved my problem in a very short time and well beyond my expectations. Win Win!
Some good thoughts there, Rodney. And I concur. Good customer service seems to be a rare thing these days. When I find it I will always support the business over competitors that might even have lower prices. I told you about the Bikeforce branch up here in Clarkson. I HIGHLY recommend them. I just stopped in again now, to have them show me how to adjust my front derailleur better and they were terrific, as they always are. They’re also consistently sponsor our children on their church bike rides, which raise money for the Bible Society and they’ve promised to help out with the Sonshine FM Ride for Cancer in October.
Hi Rodney.
When my husband and I were on our honeymoon in Melbourne in July, we found ourselves in Carlton on our last night, a Monday, (we flew back home the next evening) around dinner time.
It was approximately 6pm, raining, cold and geting dark rather quickly. As I love Italian food, we had been recommended by my father to go to an italian restaurant in Lygon Street in Carlton. So my husband, Stanley, and I walked down Lygon street, checking out the various restaurants, and what was on their menus. One thing I found unique (I haven’t seen it anywhere else) is that there were often employees standing just outside the doorways of the restaurants, encouraging people to come in. These people were friendly, and were quite willing to discuss the menu with us, however, alot of them were stumped when I asked if they catered for allergies. Most had no idea if allergies could be catered for, whilst there were a few who said they would find out, or they could ask the chef to adapt some dishes. As my allergies are severe, we decided not to take our chances, and kept moving on.
We eventually decided that we would turn back around, and try the other side of the street, but we stopped at one last place before we did.
Standing out the front was – not just a regular employee – but the owner and manager of the restaurant, and as italian men are, he was almost larger than life and full of passion and energy. He engaged us in conversation, asked how our day had been, offered his congratulations on our wedding and honeymoon when we mentioned we were from WA, and encouraged us to try his food. I was hesitant about my allergies, but there, on the board underneath the menu on the window was written “caters for gluten free diets”. Somewhat encouraged by this, I asked if they were able to cater for my specific allergies, and the owner assured us that he knew about food and he (also) felt it was very important to cater for those who love italian food, but may not necessarily be able to have their favourite dishes because of allergies. He claimed that his chefs were able to make almost anything, and that if we were disappointed with their service, he would not ask us to pay.
Stanley and I were almost convinced, but weren’t quite ready to make a final decision. The owner, sensing our hesitation, then said to us that if we came in to his restaurant, our first drinks of the night would be on him. That clinched the deal, and he led us inside, chose for us the most intimate table for 2 in the restaurant, handed us a menu, and within 5 minutes we were served our first drinks and had appetizers on the table.
His staff were very attentive to us all night, and it is true, his chefs can make anything, and can substitute anything! I had a meal where a number of things had to be substituted, but it was one of the most yummy italian dishes I have ever eaten!
When we left, we were full and felt as though we had truly been spoilt. We were even presented with a voucher for a free bottle of wine on our return, unfortunately we won’t be able to use it, however, it was the thought that counts! If we ever do head back to Melbourne, we will definately be stopping at that little restaurant!
This experience was one of our great memories of our honeymoon. Instead of just going to any old restaurant, and having any old meal, because of the level of service we received, we now remember that evening as being a most beautiful way to end our honeymoon.
Great story Eva. I’m sure that his attitude will not only get him a lot more business, it’ll ensure that he enjoys his work. He’s obviously passionate about what he does and it sounds like that’s something that’s spilled out to all his employees.