Posted tagged ‘education and training’

Bike shop spins customer loyalty

September 28, 2008

The guys at Willow Glen Bicycles in San Jose keep knocking my socks off with their service!

Dick and his crew are the kindest, most generous and knowledgeable bike staff around. I’ve watched them take care of the most proficient cyclist with thousand-dollar bikes to kids on Schwinns. When I wheel in my 30+ year-old 10 speed, they never laugh or make me feel like an old lady riding an antique. I’ve been to other local bike shops, including the previous owners at this location, and never been treated so well.

Today, is a great example. Last week I took in my bike because the odometer/speedometer I bought from them a few months ago was not working. At that time one of the senior techs suggested I get a new battery and he wrote down the battery number. I bought a new battery, installed it and it still didn’t work, so today I rode in to see if I hadn’t done something right. They tested the battery — it was fine. So Dick, the owner, replaced the unit with a higher level one saying the one I had was defective. He activated it and I was on my way. He wouldn’t take anything for the new one as he said he’d send in the old one and get a replacement from the manufacturer.

I asked if I could buy a tire valve cap and he said, “No.” I knew he was kidding and said, “We don’t charge for those.”

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New just-in-time learning resource on the web

September 15, 2008

The just-launched site, iLearningGlobal (iLG), is a great training tool for corporate employees, small-business owners, and individuals interested in sharpening their skills. It is an amazing way to learn from some of the world’s greatest minds in success, productivity and achievement. iLG’s goal is to become the world’s largest online learning portal.

For a small monthly fee, subscribers have access to video, audio, eBooks and more from the top personal and professional gurus in the world today. I am honored to be chosen as one of the faculty members, along with Brian Tracy, Tony Alessandra, Harv Eker, Bob Procter, Mark Victor Hansen, Patricia Fripp, and many more highly regarded faculty are added weekly. Additionally, I am not only a customer but am so excited about this concept, I’ve become a marketer, too.

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Do your staff head off customer upsets?

September 15, 2008

I’d stayed at the Bejaya Time Square Hotel on my last visit to Kuala Lumpur a few months ago. It’s a nice business hotel attached to a very large mall. My previous room was a junior suite with a small kitchen area and living room, and Internet access via a DSL cable. I assumed I’d have a similar room this time.

My room was a tad smaller and not as well laid out. I immediately booted my computer and saw no wireless signal. I tried plugging in my travel Ethernet cable, but it didn’t fit in the wall slot. As he helped me with my bags, I asked the bellman if there was a DSL cable in the room. He said he’d be right back with one. I unpacked and got ready for an appointment with a business friend. The bellman didn’t return.

Twenty minutes later, I called the front desk and was told they would send a cable right up. I said I was leaving in a few minutes, so just leave it in the room.

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Amara Hotel exemplifies superior service

September 14, 2008

Some hotels claim to have superb service. Others actually provide it. Here’s an example of some of the outstanding service I received on my recent stay at the Amara Singapore.

Arriving at 6:00 a.m. from my overseas flight, I was informed I needed to check back at 10:00 to see if a room was available for early check in. Or I could pay for an additional night’s stay. I choose to cool my heels until 10, and asked where I could change clothes. Expecting to be directed toward the ladies room, I was pleased to be told I could take a shower, use the workout facilities and change clothes in the gym. After stowing my luggage, I set out for the gym.

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Do you trust your customers?

August 11, 2008

In a recent vacation to Lake Placid, NY, I was taken down a winding country road to South Meadow Farm. We entered the small room attached to the barn which displayed a large variety of local food stuffs. We were tempted by shelves of maple syrup (light-, medium-, and dark-amber varieties), homemade jam, maple-based candy and other local goodies.

But what was missing was most striking.

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