| Re: Customer had a problem with our service
Mike Jacoubowsky writes:
> Just heard about this one from my wife. We had a customer come in
> for a flat tire, which she had someone take care of. He was then
> telling her he's had some problems with our shop, specifically that
> we had previously recommended his chain be replaced because it was
> worn. She explained to him that we recommend replacing chains when
> worn because if you let them go on too long, they wear out your
> cassette.
> He replied that wasn't a problem because he doesn't use cassettes
> anymore, just CDs. And he was serious. He went on to say that he
> planned to ride the same chain until it broke.
> (This particular customer is playing with less than a full deck, so
> we try to be nice, but it was very difficult to keep from cracking
> up in this case)
I see the same problem here in this forum. When discussing mechanical
items on bicycles, especially with someone like the customer in
question, not using jargon is the best policy. I find using cassette
awkward because whether they are individual sprockets of a cassette is
immaterial. The sprockets wear to a point where they must all be
replaced when the chain is replaced. That's the problem.
The customer may discover his faux pas later and feel embarrassed,
choosing not to come back to this shop where he made these blunders.
Many people revel in assimilating as much bike-jargon as possible to
show they are part of the in group. I notice it while riding, where a
newbie seems to say to himself, now's my chance and shouts "on your
left", as if it made any difference on an empty road.
Jobst Brandt
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