“Imagine a retailer with service so good its customers wish it would take over the Internal Revenue Service or start up an airline.” –Cotler, Philip. Marketing: An Introduction for Education Management Corp. Chapter 1, Page1.
Every person is eventually going to purchase something at some point of their lives. We will all have horrible shopping experiences but we will also have some amazing ones. My most recent customer service came from JT, owner and operator of a small family owned bicycle shop in Henderson, NV. I am an avid cyclist and frequent the store regularly. One day when I was just casually browsing through the shop, I noticed an amazing rich, brown leather wrap on a bicycle that would be perfect for my current build project. As I examined it on the bicycle that it was on, JT approaches me and says hello. He tells me he has seen in the store on a few occasions, and buying a spare part or two. He asked if there was anything I was looking for in particular and I quickly pointed out the brown leather wrap on the bike. He tells me that this specific wrap only comes when you purchase the bicycle that it was on. It is not sold separately. The bike cost right under $2,000 and it seemed there was no way I would get that wrap. He continues talking to me and in the conversation, he finds out we share a passion for building bikes. He tells me to give him one second. JT goes to the back and reappears with the exact leather wrap I was eyeing earlier. He tells me someone had purchased another bike and wanted a different wrap so the shop ended up keeping the wrap. He handed it to me and said It was mine for $5. This kind of service is rare, and I appreciate JT for what he did. It’s the little things that count, and JT has earned a customer for life.
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