customer service

I love to pump sunshine on good customer service, and to publicize bad customer service.  Yesterday I purchased 4 atv tires.  The front two I had to buy from Alamo Cycle Plex.  The rear two I had to buy from Discount Tire.

Alamo Cycle Plex:
Roland didn't look at me when I entered.  I explained what I was there for, and he said OK, and then took 3 phone calls while I was standing there.  He filled out a form for me, again, without looking at me.  He mumbled "Just drag the tires in here and throw them in the corner."  Keep in mind these are ATV tires.  I'm dressed for work.  He is wearing a mechanic's jumpsuit.  After dragging these heavy tires in and tossing them in a corner, I asked "How long do you think it will be?"  "At least an hour" he mumbles.  "What does that mean?" "At least an hour, sir."  "Is that one hour or FIVE hours?"  "At least an hour."  "You're not answering my question.  GUESS how long it might take."  "Probably an hour or more."  I stared at him, shook my head, and left.

Discount Tire:
The place was BUSY.  Came in, and there were several young guys running the counter.  They had free bottled water in the corner.  The guys were sharp, smiled to greet you, and polite.  After inputting my info, he says "Where's your truck?"  I point, and he runs (literally) out to the back of my truck, picks up the tires and says "This will probably take about 45 mins.  If there is any delay we'll call you right away!"

An hour later I pulled up to Discount Tire, the guy spots me in the parking lot, runs (again) to go get my tires and loads them in the back of my truck, SHAKES MY HAND, and wishes me a great day.

I drove to Cycle Plex, Roland was practically dozing in a corner.  He looks at me, POINTS at my tires.  I load them myself in the truck.  He then tells me that I must go to the cashier to pay.  I go into the showroom where you have to enter a turnstile to get in line to pay.  Once to the front of the line, they wanted my phone number, address, and when I said NO, she told me she wouldn't check me out.  I gave them fake info.  It took almost 15 mins for me to get through the line to pay.

Guess where I'll be getting tires from next time.

Customers make your business, and when you treat them like trash, they do business somewhere else.  Seems like a pretty simple and obvious statement, but I am always amazed by those that forget it. 

have a great Wednesday.