Customer Service Training:
Customer Service Course: Keeping the Customer AND Retailer Happy
Every summer I go up to my cottage in Mackinaw City with my wife and two kids for a customer service course, some serious relaxation, family time, and (I hope) some great bike rides. Our kids are old enough to pedal more than one block and our youngest son, Sam, has finally shed his training wheels.
But transporting four bikes - especially one as big as mine (I am 6'6" tall!) - was more than our old, "single people" bike rack could handle. So we went to our favorite local bike store, Rock 'N Road Cycles, here in Grand Haven, Michigan, to get a new rack that could handle a customer service course of four bikes.
To our dismay, they had racks for two bikes, racks for different hitch sizes, racks for three bikes, but NONE that would work for our four bikes and our trailer hitch. Sigh.
The first guy we talked to could not help us, but was well-trained and savvy enough to refer us to the owner. The owner is a great guy and has sold us FIVE new bikes this year.
He didn't blink an eye and was off in a flash with a "Let me see..." and came back in under five minutes, assuring us that the rack we needed would be in by tomorrow at ten o'clock after the customer service course.
Okay, we are retailers, and so are you. We understand this customer service course. It is no mystery what happened in this customer service course. He called his rack vendor and had our rack shipped Next Day Air to arrive in the morning. Expensive. But worth it?
You bet. Yeah, he probably will not make much (anything?) on this particular rack sale. But we would certainly have gone to his nearby competitor to find the rack we needed and our customer service course loyalty would have eroded.
Instead, he has a solid customer service course for life. And all the bikes our kids need in the next fifteen years will sure as shootin' come from Rock 'N Road Cycles. Cha-Ching!
The owner in this story is a smart merchant and thinks past the single transaction or customer service course. He is willing to break even or even lose a little on this transaction because he's looking ahead. He wants bike riders for life. He wants our kids to think of his store as the ONLY place to get new bikes, and ensure a new generation of Rock 'N Road fans. As a result, he is going to break the bank on the back end.
That is your customer service course on how you get happy customers AND happy retailers!
Source: Bob Negan http://ezinearticles.com/?expert=Bob_Negen
Related: Customer Service Course
Customer Service Training:
Customer Service Course: Keeping the Customer AND Retailer Happy
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