Good morning Brent,
I just wanted to pass on some comments regarding my experience with your shop yesterday.
I have been driving past your shop consistently more and more frequently and had decided to stop in last night as I had recently broken a pair of my riding goggles and was looking at replacing them.
When I came into the shop, 2 of your employees were head down with a matter that they were dealing with, I gave a quick " hello gentleman" to let them know I was there, and they immediately stopped what they were doing to greet me, and to see what I needed. I mentioned that I was in no panic, I could wait until they were done, and they responded with a "nope, you are here now, what can we do for you?"
I asked about some goggles, and the individual there, I believe it was Kenny, ( recently returned from the Island, he said ) attempted to assist me with my request. As I was checking out the product from the shelf, he was assisting another customer on the phone. Not seeing anything I liked, I waited until he was off the phone to at least thank him for his time, and started heading for the door. He called me back and insisted he help me find what I was looking for. He actually assured me that he would "hunt like a dog for what I needed". And hunt he did. He rolled through catalogues trying to find me something based on my limited information request for a style of glasses that I was looking for. And find something we did, and it has been ordered.
I do own my own company in Calgary, and in Red Deer, and am in the customer service industry as well, and have found that people are extremely quick to complain/ or post negative reviews about bad experiences, and you never hear enough about the good things that take place.
I wanted to take the time to share this experience with you, as I feel it is important, that as the owner you have staff that is representing your organization in a positive and friendly manner that unfortunately seems to be lacking in your industry.
If I was in any other shop, they simply would have let me walk out the door without a second glance ( if I even got the first glance!) and it wouldn't even phase them to what potential they may have lost from an ongoing customer.
Due to this great service I experienced from Precision Frameworx, and specifically Kenny, I will be returning frequently for any accessory needs I may require in the future. As I ride an 07 Victory Vegas, there is not much maintenance required on this machine, but will definitely keep your card that I grabbed last night, just in case, and for future as well.
Thanks again, and I hope you will pass this on to Kenny, and share it with the rest of the staff to re-assure them you are going in the right direction with your customer service.
Regards,
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