How to earn loyal customers
I have complained in previous posts about the lack of customer service that seems prevalent in the stores these days. There are very few stores that I would say provide “good” customer service. I am a loyal customer to those stores that do offer it up. The Running Revolution, REI, Big Es coffee house, and Lunardi’s Market are a few of my favorites. I have a new store that I want to give kudos to for going above and beyond in the area of customer service.
Let me paint the picture:
After confirming that BoBo suvived the final cuts, we took at trip to the Sports Authority in our area. The store used to be called Sport Mart and, generally, it has not been my favorite store. In the past, they are out of many items, and it is difficult to get help when you need it. I do prefer them to Big 5, which is the other option short of going to the baseball specialty stores.
The visit was long. For starters, YaYa wandered off. He didn’t return the call when BoBo and I walked through the store calling out to him. I was near the 9-1-1 panic mode when BoBo found him picking out some baseball cleats for himself.
I purchased many items for BoBo and YaYa including a replacement mitt for BoBo (as his has a 2 inch rip in the center). $200+ later, and after being stopped by the store’s anti-theft alarm, we left with a bag full of items. It was pouring down rain and I had planned to be at my sister’s house by then. We tossed the bag in the back of the van and drove off.
It wasn’t until late Sunday night (after an already stressful evening) that BoBo realized that he could not locate the new Nike mitt. It was a $100 item that I was not willing to pay for a second time. We searched the van, the boys’ rooms, and I even called my sister Carol to have her look in the street by where we parked in case it fell out. Of course it was now over 24 hours later, so if it had falled out, it was likely to have been picked up. No luck.
On Monday, I called the store. I tried to explain that I was in there on Saturday at about 4 pm and that the mitt “may” have been removed from the bag after the anti-theft alarm was set off. I didn’t even have the reciept, so it was a pretty huge leap of faith that they would be helpful. To my surprise, the store manager (Jessica) said that she would search the transaction records. I told her that I would stop by after baseball practice.
When we met with Jessica, she showed my the reciept. Not only was the mitt not placed in my bag, it was never charged to my card. I guess the clerk must have thought that the mitt was included with the running shirt that I changed my mind on (after I saw the dollars adding up). So, on a good note, I didn’t pay for the mitt twice. On a not so good note, I was out an additional $100.
Hurray for the Sports Authority! Perhaps their recent name change was a little bit more than just that. Special kudos to Jessica, for all of her help. I am sure that I will be back soon.
Posted by Juls.
Filed under What else is there?
Posted on Wed, 31 January 2007 at 2:19 pm
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Life is a journey and, for me, running is a huge part of it. Just like a great run, it has easy and tough parts. It is beautiful at times and ugly at others. Hopefully, I will reach the finish feeling good about what I have accomplished and leave a long trail of bread crumbs to show, those that wish to know, where I have been.
I can imagine your relief when you found YaYa–and your chagrin.
That’s nice that you got the great customer service, and nice that you singled them out. Too bad about the extra $100.
31 Jan 07 at 3:10 pm #Ouch – $300 for a sport that you should be able to play with a stick and rock ;-)
31 Jan 07 at 4:12 pm #If my kids would stop growing, it would be a lot cheaper. Conor’s ankles have been hurting a lot because he has been wearing some cleats that he got from another kid.
Since I spend so much on my running, it only seems fair to support the rest of the family’s endeavors too.
31 Jan 07 at 4:21 pm #Sorry that you had a trying weekend last week and I hope that whatever caused your tears is better or is at least getting there.
I completely agree with you on the whole customer service thing. I actually let the Physical Therapist who I saw last week know that their reception staff was awesome. Sadly, this is no longer the norm.
01 Feb 07 at 8:40 am #There is no cheap sport anymore. Glad you got that glove thing figured out.
01 Feb 07 at 7:41 pm #