| Re: Customer had a problem with our service
Cathy Kearns wrote:
> 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.
Oh good grief. Yeah, when someone accuses a shop of fraudulent hard-sell
techniques because he doesn't understand that a chain can wear out, the
employee(s) should just shut up and not bother explaining things (or even
TRYING to).
It was a funny little story about someone not knowing what a bike cassette
was -- just like those computer tech service stories about people using
their CD trays as coffee cup holders or looking for their Any Key.
People REALLY need to lighten up.
Bill "the hell you say!" S.
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