Today I experienced customer service that went so far beyond the norm that I have to share it with you.
My bicycle needed new rear brake pads so I stopped by this bike shop, Fletcher Bike Studio, that I had ridden by numerous times, and thought I’d check them out their prices, etc.
Not being a mechanic, hey I’m a rider, I asked Kevin Fletcher to install the pads for me. So, Kevin proceeds to put my bike on the bike lift (car lift, bike lift, guess they’re called the same) and I see him taking off my rear wheel. Didn’t think this would be necessary but who am I to say. I then proceed to see him straighten the wheel, then place it back on the bike, and then go through this whole oil & lube thing. I mean he’s spending a 1/2 hour on my bike and all I “thought” I wanted was pads.
I’m thinking to myself that this is going to be like one of those auto shop upsells where everything needs fixing and replacing, as this is not a new bike but one that I abuse going around the trails on the Buffalo Bayou here in Houston.
Kevin finishes up and says it’s in good to go, and proceeds to ring me up on the register. I’m there waiting for 6 inches of receipt paper with a string of charges on it….
To my shock and awe I am charged merely for the brake pads, not even the installation. My jaw is bouncing off the floor, I mean this man spent at least a 1/2 hour of his time doing a thorough going over of my bike and all he charged me for was what I had asked for when I walked in the door.
I am a businessman and a big believer in customer service in what I do, and I here experienced customer service excellence that was some of the best I had ever received.
What has this service done for Kevin? He doesn’t know it but I am telling everyone I know and a lot of people I don’t know all about him and his Fletcher Bike Studio through this blog, the YouTube video I did, the post on Yelp and some Twitter and Facebook pages.
I want everyone to know that if you want excellence Kevin’s Fletcher Bike Studio is the place to go.
This is what will happen to you and your business when you give this type of customer service excellence. I am one to go the extra mile and I relearned the importance of it and what it can do for you and your business.
Be customer service personified, go viral!
Robert J Banach
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