Date August 13, 2013
Posted by Bryson White
We have an awesome customer service team. How do we know? We see the evidence of it almost everyday: Tweets, Facebook posts, and emails from happy customers who have had their problems solved by one of our team members.
Cheers to @yakimaracks for their great customer service sending me an adapter kit for my forester at no charge!
— Zach Kelly (@zvchkelly) August 2, 2013
Things don’t always go as planned, and sometimes products break (sad, I know) but one thing we pride ourselves on is making things right and getting people on their way. We have a pretty simple philosophy: Treat customers like people and follow the golden rule (you know, give folks the type of customer service we hope to get when we call a business).
We caught up with Dave, our customer service chief, and asked him a few questions about his team (which, btw, is located right here in our offices, instead of, you know, a call center in Pakistan):
How often do customers really drive their car into the garage with all their bikes on top? Unfortunately it happens weekly, and yes we have had people do it more than once….
What’s the craziest thing anyone has ever called you about? Once a guy wanted to mount a cargo box under his plane. Not sure the FAA would approve.
Any examples of instances where your team has gone WAY WAY WAY above and beyond the call of duty? So many. We have had customer service agents go buy product from a retailer that we were out of stock on and ship it to a customer. We’ve also had CSR’s drop items off to customers on their way home from work.
If you ever need to get a hold of these guys, here’s where to find ‘em.