I have written in this blog about bad and frustrating customer service so I thought it was only balanced and fair to write about a recent customer service experience that was fantastic. It all began on a hunt for shoes. No, I am not really into shoe shopping, it’s more of a necessity than a passion but my daughter needed some specific shoes to help with an injury. She had developed Sever’s Disease (chronic heel pain) from gymnastics and the doctor recommended we get her some shoes to wear that would alleviate the pain and help her heal. We did research online to find shoes that would specifically help her condition and narrowed it down to three brands. We went to several major shoe stores only to discover that shoes that actually did anything more than look fashionable were hard to find. As we were ready to call it a day, a friendly salesperson at a major sports goods store stepped up (pun intended) and suggested we go across the street to the New Balance store. Well, you don’t see retailers sending people to the competition all that often, but in the end, that was exactly what was best for my daughter. We appreciated the fact that he helped us, the customer, over just trying to force a sale. That’s not even the whole reason for this blog entry…but it’s a good start!
Across the street at the New Balance store we got the help we needed and my daughter got the shoes she needed to alleviate her foot pain and to help her heal. The sales staff was knowledgeable about their products and were familiar with her injury. They got her a perfect fit and within a few weeks her heel was as good as new. That is not even the reason for this blog entry either. Allow me to continue on with this great example of customer service done right.
Since the New Balance store in Frisco, Texas had done such a good job with my daughter’s shoes, I figured that when I needed some new shoes that they could certainly help me. I had worn out yet another pair of outlet mall purchased, name-brand, running shoes and it was time to get a new pair. I headed up to the New Balance store. Just like before, they took their time to find out exactly what shoes I needed. They asked how the shoes would be used. Would I be walking, running, sitting or standing? They even noticed that my arches collapse and recommended that I get orthodic inserts. I had not mentioned that I already wore insoles at the suggestion of a doctor to alleviate knee pain due to those flat arches so it was nice that they noticed on their own. I was surprised to find out that the store even has a digital foot scanner. The salesperson used it to measure my foot and the scan told them exactly what kind of insole I would need along with the precise size and width of shoe that fit me. Not only did they take their time, they made an effort to find out just what I needed, not just what I wanted. A great lesson that applies to how we have to listen and learn from our clients each day. However, this is still not the reason for this blog.
After about a month and a half of constant use, my new shoes began to squeak. I don’t mean a little tiny squeak, I’m talking about a hear-it-from-a-mile-away kind of squeak. The left shoe sounded like I was smashing a duck each time I took a step. Not only did it annoy me, it annoyed anyone within twenty feet of me. I have to admit, I was a little disappointed. After spending all of that time and money to find just the right shoe, it now seemed that after only a few weeks that it was broken or worn out. I don’t ever try to go to a store with a problem without a receipt. Good luck getting anything done at a customer service line without one. I dug through all of my receipts and could not find it! I keep every receipt…or so I thought, but this one was nowhere to be found. The squeaking was so bad that I decided to go in even without my proof-of-purchase.
One day after work, I headed over to the store. I squeak-walked in and the same salesperson that had helped my daughter approached me and asked if he could help. I quickly describe the problem and even squeaked it a few times for him. As I started to babble about how I only had the shoes for a few weeks but couldn’t find my receipt, he asked me to sit down and take off both shoes. He let me know that he knew exactly what to do and assured me that the shoes were perfectly fine. At this point I noticed he was wearing the exact same pair that I had bought so that gave me some confidence that he really did know what was going on.
He informed me that the insoles I was using had a graphite bottom that would start to squeak against the inside of the shoe over time. He said that my next pair (genius comment on his part) would have a cover over them to stop the squeaks before they happened. Obviously New Balance was aware of the problem and had fixed it in future generations of the insert. He then went into the back of the store and brought out the universal fix-it tool. Duck tape! As he taped over the graphite portions of the insole, he told me that the duck tape would stop the friction on the graphite portion and the squeaking would go away. He taped up both shoes and I tried them back on. Quiet as a mouse. No more squeaks! They thanked me for coming in, told me to come by any time I had a problem with any of my New Balance shoes and told me to have a nice day. Well, I certainly did!
Now we have gotten to the heart of the story here. On multiple occasions, the staff at this store was given an opportunity to provide outstanding customer service and they did just that. Each time I was in the store they went above and beyond to help and to provide the best service possible. Not only did they help solve my problems, they made sales because of it. I spent more money and bought more items from them because of the amazing service I received. I can go back to the outlet mall to buy the cheapest pair of out-of-season shoes I can find, but I won’t. This store has earned a return customer. In fact, they’ve earned customers. Not only will I buy shoes for my immediate family there but I’m going to tell everyone I know to buy New Balance shoes. Not only will I tell them to get New Balance but I will recommend they find a brick and mortar store. I can only hope that the customer service I received is something that New Balance employees at any store are empowered to give. I felt like I was at the Alford Media of shoes stores and it was a terrific experience. A little service goes a long way and solving problems for people is one of the tent poles for any kind of GREAT customer service you provide.
Thank you New Balance for giving me a shining (and squeak-free) example of how customer service should be.
Balanced Customer Service
May 2nd
Posted by rich.tate@alfordmedia.com in Beyond Burgundy Blog (B3)
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Commentary by Rich Tate
I have written in this blog about bad and frustrating customer service so I thought it was only balanced and fair to write about a recent customer service experience that was fantastic. It all began on a hunt for shoes. No, I am not really into shoe shopping, it’s more of a necessity than a passion but my daughter needed some specific shoes to help with an injury. She had developed Sever’s Disease (chronic heel pain) from gymnastics and the doctor recommended we get her some shoes to wear that would alleviate the pain and help her heal. We did research online to find shoes that would specifically help her condition and narrowed it down to three brands. We went to several major shoe stores only to discover that shoes that actually did anything more than look fashionable were hard to find. As we were ready to call it a day, a friendly salesperson at a major sports goods store stepped up (pun intended) and suggested we go across the street to the New Balance store. Well, you don’t see retailers sending people to the competition all that often, but in the end, that was exactly what was best for my daughter. We appreciated the fact that he helped us, the customer, over just trying to force a sale. That’s not even the whole reason for this blog entry…but it’s a good start!
Across the street at the New Balance store we got the help we needed and my daughter got the shoes she needed to alleviate her foot pain and to help her heal. The sales staff was knowledgeable about their products and were familiar with her injury. They got her a perfect fit and within a few weeks her heel was as good as new. That is not even the reason for this blog entry either. Allow me to continue on with this great example of customer service done right.
After about a month and a half of constant use, my new shoes began to squeak. I don’t mean a little tiny squeak, I’m talking about a hear-it-from-a-mile-away kind of squeak. The left shoe sounded like I was smashing a duck each time I took a step. Not only did it annoy me, it annoyed anyone within twenty feet of me. I have to admit, I was a little disappointed. After spending all of that time and money to find just the right shoe, it now seemed that after only a few weeks that it was broken or worn out. I don’t ever try to go to a store with a problem without a receipt. Good luck getting anything done at a customer service line without one. I dug through all of my receipts and could not find it! I keep every receipt…or so I thought, but this one was nowhere to be found. The squeaking was so bad that I decided to go in even without my proof-of-purchase.
One day after work, I headed over to the store. I squeak-walked in and the same salesperson that had helped my daughter approached me and asked if he could help. I quickly describe the problem and even squeaked it a few times for him. As I started to babble about how I only had the shoes for a few weeks but couldn’t find my receipt, he asked me to sit down and take off both shoes. He let me know that he knew exactly what to do and assured me that the shoes were perfectly fine. At this point I noticed he was wearing the exact same pair that I had bought so that gave me some confidence that he really did know what was going on.
He informed me that the insoles I was using had a graphite bottom that would start to squeak against the inside of the shoe over time. He said that my next pair (genius comment on his part) would have a cover over them to stop the squeaks before they happened. Obviously New Balance was aware of the problem and had fixed it in future generations of the insert. He then went into the back of the store and brought out the universal fix-it tool. Duck tape! As he taped over the graphite portions of the insole, he told me that the duck tape would stop the friction on the graphite portion and the squeaking would go away. He taped up both shoes and I tried them back on. Quiet as a mouse. No more squeaks! They thanked me for coming in, told me to come by any time I had a problem with any of my New Balance shoes and told me to have a nice day. Well, I certainly did!
Now we have gotten to the heart of the story here. On multiple occasions, the staff at this store was given an opportunity to provide outstanding customer service and they did just that. Each time I was in the store they went above and beyond to help and to provide the best service possible. Not only did they help solve my problems, they made sales because of it. I spent more money and bought more items from them because of the amazing service I received. I can go back to the outlet mall to buy the cheapest pair of out-of-season shoes I can find, but I won’t. This store has earned a return customer. In fact, they’ve earned customers. Not only will I buy shoes for my immediate family there but I’m going to tell everyone I know to buy New Balance shoes. Not only will I tell them to get New Balance but I will recommend they find a brick and mortar store. I can only hope that the customer service I received is something that New Balance employees at any store are empowered to give. I felt like I was at the Alford Media of shoes stores and it was a terrific experience. A little service goes a long way and solving problems for people is one of the tent poles for any kind of GREAT customer service you provide.
Thank you New Balance for giving me a shining (and squeak-free) example of how customer service should be.