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Here, take the keys – a story of above-and-beyond customer service

September 19, 2010 by James Bickers — Editor, Networld Alliance

If you attended the Retail Customer Experience Executive Summit this summer, you got to spend some time with our vice president of events, Bobby Renaud. (If you didn't attend, drop me a line so I can get you information about next year's Summit, which is already shaping up to be amazing.) And if you got to spend some time with him, you found out first-hand what a passionate person Bobby is.

He's also an avid biker, opting for two wheels rather than four to get into the office most days. And when he recently asked if he could share with our readers an experience he recently had, I thought it would be best to let him tell it in his own words:

"Riding my bike home from choir retreat seemed like a good idea. The weather was warm and clear but the temperatures were nice in the shade of the forested parking lots and drives near the retreat center. Traveling south into a 15 knot headwind made the ride a bit more difficult than I expected but the slow leak in my rear tire made it almost impossible.

"I stopped in CarMerica, an auto tire store, to ask for assistance getting my bicycle tire repaired. I knew the chances were slim that they would have the equipment to help me but I was hoping someone would have an adapter that enables you to inflate Presta valves with a Schraeder valve pump like those used in auto tires.

"After awaiting my turn, I stepped to the counter in biking shorts, helmet, and gloves; dripping sweat from my brow and my shirt soaked in perspiration. It was 100 degrees and 90 percent humidity outside, a typical dog day of summer in the Ohio valley. I asked for help and everyone on staff that heard my question had a puzzled look on their face. One technician acknowledged he knew what a Presta-Schraeder adapter was but didn’t have one on property and could not imagine any of the others working in their bays having one either. He politely checked and returned without any help.

"Meanwhile, the owner Kevin Cornish reached behind the counter and tossed me a set of keys. 'Here, my truck is the white one out back. Take your bike down to the bike shop and get your tire repaired. Then when you’re ready to get some ‘big boy’ tires come back and see us.' His declaration was both unbelievable and humorous. I chuckled, said thanks and did as he said. While at the bike shop, I told three people there my story. They showed the same surprise on their faces that I must have had on mine when it happened.

"Upon my return, the tire shop was still busy but Kevin didn’t seem surprised that I had returned. I told him that not only would I come get my next set of ‘big boy’ tires from him but that I would spread the word of his great trust in his customers. This was not simply customer care, this is the type of experience that I love to relate to my family and friends. Nothing like a good story with a happy ending, especially when it’s true."

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