valuing customer service
venting no comments »amy and i went to village cyclesport, our local friendly cycle shop this evening to get my bike fixed. i snapped a spoke a few weeks back, i needed a new back tire, and a wheel true. anyhow, we arrived at the schaumburg store only to see huge signs in the window announcing that they were closing the store. everything was 20-50% off. needless to say i was floored.
i’ve been a customer for the past 2 years. i’ve spent a pretty penny in there, told all of my friends about it, and brought them at least three high end bike purchases. no, i’m not saying they should keep the shop open for me, but that would be nice. i’m just trying to fill you in on the fact that they were a great shop that treated customers right. alan, the manager of the store always took care of us. if we had trouble with a bike he would fix it or replace whatever we were having trouble with, pretty much no questions asked. he treated customers like friends and valued their patronage.
when we went into the store we found out that they let alan go. kaput, gone, outta here … again, floored. their reasoning was that the lease was up soon, rent was expensive in schaumburg, business wasn’t as good as in the past, and construction was coming to golf road next year that would hurt business. two words come to mind, lame-ass excuses. believe it or not the owner was the one giving me those b.s. excuses. it’s expensive everything in chicago, they were making money just not as much (he said this not me), and construction is a part of any city. anyhow, angered and having to get my bike fixed still we were off to their other store.
i’ve been to their arlington heights store before. i’ve always felt like a number at that store. usually you enter the store, step into a giant queue, open mouth and empty wallet; today was no exception. right off the bat the repair guys seemed to either have attitudes or were to busy talking rather than working. they started out by talking down the schaumburg store and alan. i was pissed and had trouble not just telling the guy off right there and walking out, but i had to get my bike fixed. i figured i’d give them a chance. after a few more snide comments, a line of people all waiting with no service, a tech that looked lost replacing my tube, 45 minutes of waiting, and the owners brother bragging about all the business they get and my decision was made.
i will do everything i can to find another shop with good technical and personal service. i will use village cyclesport when i have to, but otherwise i will try to find another shop that values me as a customer and not just a wallet.
recent comments