I’m Impressed – Great Customer Service
When was the last time you referred someone to a business or service you had a great experience with? Last week, I recommended that a friend of mine drop by Mac Talla Cycles to get a replacement for their stolen bike seat. 
My first experience with Mac Talla three years ago made me an instant fan. I needed a new bike as my old one was no longer comfortable. I remembered seeing a new bike shop only a few blocks from where I lived. I walked in and met Stephen, the owner, and told him I would like to buy a bike. He said he had some thoughts on what I might like and picked one out for me. He suggested I take it for a spin to see how it felt. Smart man. It was such an easy and comfortable ride that I fell in love with the bike.
I returned to the store and told him I would like to buy it. Then I proceeded to find all the fixings to make this bike ready to ride – fenders, panyays, lights, bike rack, kick stand, bike pump, lock, bell and I can’t remember what else.
I was fitted on the bike and then returned to pick it up with all of its new additions within a few days. Since getting the bike, I’ve had a number of spills and was able to take the bike into the shop to bring it back to life.
When my friend returned to Mac Talla to pick up her bike with its new seat, the shipment had not yet arrived so the owner lent her a bike to use until her bike was ready. This is another great example of putting the customer first and turning a frustrating situation into a positive experience. Yeah, Mac Talla!
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What are you doing to turn potential bad customer experiences that are out of your control into a positive and memorable experience for your customers?
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