My husband bought a 2000 Yamaha Roadstar about 2 1/2 years ago from a local bike dealer. It was dressed out, including good pipes, Corbin seats with backrests, and a set of Boss Bags.
When he bought the bike, one of the buckles was missing, but he didn’t worry about it too much; the other buckle was there, and the lids are heavy enough to stay down even unfastened, unless he’s REALLY moving.
Over the weekend someone mentioned to him that he might be able to get a replacement buckle from the company, so he came home, found the website (http://www.bossbags.com/) and emailed customer service for a catalog or part number so he could order the part.
On Sunday he emailed back and forth with a CS person, who found out what size bags he has, and whether they’re a new design or an older one.
Last night, he got an email from customer service saying the new buckle was on the way; it came in today’s mail.
Nowadays it’s very unusual for this kind of customer service, especially since Randy wasn’t the original buyer of the bike or the bags. I don’t know who the young man was who worked with my husband, but I’d say he deserves a salute – great job!

How does your customer service stand up to comparison?
I’ve had plenty of experiences with both very good and very bad customer service – in fact, one of my favorite memories of sales seminars is the story one instructor told about bad customer service. He had a very bad experience with a company, and when he tried to work things out with them, he seemed to run into every person in the company with a bad attitude. It got to the point that he asked to speak to a department manager in the company. When he finally was able to speak to him, he told him in great detail how horrible the company’s customer service had been, and when the manager asked him what he expected him to do about it.
The instructor then began to name what it would take to make him feel he’d been taken care of, and the manager said that was more than what he was willing to do. The instructor told him it would be the his job in life to ruin the reputation of that company. He’s done a good job, too- I think he tells that story at every seminar where he teaches. Any time I hear the name of that company, I immediately think of the salesman’s story.
I tell you this because we each need to remember that any time our customers or prospects have a bad experience with our company, they don’t forget it easily. We have to take a pro-active stand on customer service; if it’s possible, contact customers after any sale or service and make sure they’re satisfied. If they’re not, find out why, and do everything you can to rectify it. I’ve had several companies that didn’t get things right in the beginning, but their follow-up was so great and so pleasing that I’ll continue to do business with them, because they care about how I feel about them.

I am always amazed when people say they buy life insurance ‘in case something happens to them’ – I have only ever heard of two people who left this earth without dying – Enoch and Elijah. Everybody else has to be prepared for the time when they die; which brings me to my point.
How is your business covered? I’m not talking about life insurance, because I’m sure you’ve got that covered.
I’m talking about the day to day things that happen in your business:
*what happens to your clients when you die or are unable to work? Do you have a plan in place to make sure they’re taken care of?
*what about your current projects? will someone you trust be able to step in and complete the work, or will someone be able to help your current clients find a new partner to finish their work?
*have you already discussed partnering for this with a trusted person in your business? someone whose work ethics are on the same keel as yours, and who can work with your clients to their satisfaction…
*do you have your passwords and file backups in a place that someone can find?
*are you up to date on notes on your clients and prospects, so someone stepping in won’t have to start from scratch?
After making sure my family is taken care of, I want to make sure my clients are cared for; I want the transition to their new designer to be an easy one.
Are you prepared?

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