| Re: Customer had a problem with our service
<frkrygow@gmail.com> wrote in message
news:1171388027.481426.20740@q2g2000cwa.googlegrou ps.com...
> On Feb 13, 10:49 am, Doc O'Leary <droleary.use...@1q2007.subsume.com>
> wrote:
>> And, again, please
>> explain to me how it is better to laugh at them behind their back on a
>> global forum?
>
> The customer is not hurt in any way by this discussion. He doesn't
> know about it. His name was never mentioned. In fact, the city he
> lives in was never mentioned. He's completely anonymous, so he's
> unharmed in any way.
I think if anyone was harmed in this story it would be Chain Reaction.
There are folks on this forum, myself included, that know where the Chain
Reaction stores are, and have even been customers. (My husband bought his
carbon fiber road bike there, and many, many accessories.) However, it's an
area with many a local bike shop for competition. I don't know of any other
ones that post customer stories on this newsgroup.
Let's look how this story came off to me. A guy comes into the shop to have
his flat tire fixed. I'd make an assumption that this customer isn't likely
to know a ton about bikes, as fixing tires isn't that hard. He mentions to
the shop owner's wife that he feels the service people are trying to take
advantage of his naivety by pushing for unneeded parts. The wife of the
owner responds by dazzling the guy with techno jargon, and for those not
thinking cassette was techno jargon, look up cassette in your dictionary.
See bike parts mentioned in there anywhere? Now in my mind, it doesn't
really matter what the customer said after that, that's just clueless
customer service. What really doesn't help is the shop owner thinks it's a
cute story because "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."
So you would think Mike would share this chuckle with biking buddies, other
employees, maybe even bicycle enthusiast customers who he knows well enough
to see it his way. But no, he puts it out there on a global news group to
ensure a wide swath of potential customers would see it.
Mike might be a nice guy, but when it comes to public relations, I'm not
sure he's playing with a full deck.
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