| Re: Customer had a problem with our service
>
> 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.
Wrong!
"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. "
What on earth is there in this sentence that tells you he thought they were
taking advantage of his naivety by pushing for unneeded parts? She only told
him his chain was worn. This is NOT "unneeded parts." It is one part--a
chain.
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.
"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."
This is not "dazzling with techno jargon." Would you have had her say, "If
you ride with a badly worn chain it will wear our your "whatchamacallit"?
Do you prefer your doctor to say, "You have a problem with your hoohah---so
that he won't use "technical jargon" on you?
> See bike parts mentioned in there anywhere?
Yes! She was explaining to him what a worn chain (bicycle part!) would do to
another bicycle part. She wasn't talking about avocados.
>
> 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.
It's a funny, harmless story. You need to get a sense of humor. He didn't
put down the guy's name, his city, his description---the guy is anonymous.
How on earth is the customer going to be affected?
> Mike might be a nice guy, but when it comes to public relations, I'm not
> sure he's playing with a full deck.
I KNOW you're not playing with a full deck. Your deck has a chip on its
shoulder.
Pat in TX
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