ABSOLUTELY impressed with Karson, Matthew and the rest of the staff regarding the service I received at the Riverdale, Utah Discount Tire last night.
Driving down I-15, my tire pressure warning light had come on, indicating the pressure in my right rear tire was low (27/35).
I figured maybe the cold air had taken a toll and somehow caused the drop in pressure. It was holding steady so I figured I just needed to air it up.
No worries, I thought... 30 seconds with an air hose and I'd be good to go. Problem was, I didn't have the $1.50 to $2.00 most gas stations charge for their air compressor machine so I found a nearby Discount Tire, pulling in at 5:57pm - literally three minutes before they were due to close.
I hopped out of my car and an employee jogged over to greet me.
Karson (With a K! ), without even a hint of "bro, do you know what time it is?" in his voice, asked how he could help. I explained I was just looking for the air hose thinking I would do it myself as I didn't want to bother them on such a cold, wet, rainy night just minutes before closing.
Despite the time, he quickly said he'd be happy to help me out, no problem. Just back the vehicle up next to the hose he pointed to and he'd get me takin' care of.
While filling up the tire, he noticed how low it felt and, feeling around the tire surface, found a nail head, tucked deep between the treads, just barely visible.
Without a second of hesitation he looked up and said "You've got a nail right here... Why don't you bring the car into the bay and we'll take care of it for you right now."
I glanced at my phone, checking the time, and said, "Are you sure? "
He answered, "Yep. I'm not gonna let you go like this. Pull around and we'll get it taken care of."
I'll admit I was a little bit shocked but a whole lot of grateful.
He showed me to the waiting area (clean and bright, I might add) where Matthew checked me in, offered me a bottled water, pointed out the candy dish and, mentioning the free Wi-Fi, and said they'd get me back on the road ASAP. All at a time they should have been locking up - not taking on another customer.
And not ONCE during this whole sequence of events did I sense or detect even a hint of "Man, it's closing time" attitude from anyone.
Incredible.
100% Professional.
100% Customer Service.
100% Courtesy.
And a 5-STAR rating from this guy.
And all this for a freebie, a free tire repair, provided literally AFTER hours on a cold, dark, rainy Thursday night.
A short 23 minutes later I was on my way, safe, sound and 100% impressed. THAT'S how you run a customer-centric business.
I mean, I hadn't stopped in for $1500 worth of tires and rims or having some high dollar repair done that would boost their bottom line totals for the day... This was a FREE courtesy service that would not bring in a dime or help the store meet any performance or sales goals.
Seriously, guys... THANK YOU. Your professionalism, kindness, courtesy, and expertise was VERY much appreciated.
Oh, almost forgot - Carson (with a C) was a great guy, too, and doing a good job with the broom as he and the rest of the staff was busy cleaning up around me.
SIDENOTE: I actually called the local Chevy dealership at about 5:40pm while still on the road to see what time they closed, explaining how my tire pressure indicator light had come on and that I just needed to air it up. Though they would be open 'til 6pm, the manager politely said they were finishing up with their last car at that very moment but I was welcome to bring the car in the next day. Now, granted, I don't know their policies for accepting customers so close to closing but how long does it take to air up a tire - or repair one, for that matter? (Especially the tire of someone who just bought a brand new 2019 Traverse?) HINT: it's about 23 minutes.
Putting this long story to bed, I think they -
and MOST companies - could DEFINITELY learn a thing or two about customer service from the guys at the Riverdale DiscountTire! read more