I went to our neighborhood “Sports Basement” the other day with our bikes. I wanted to check if they needed a tune up.
These tune ups can be expensive services in most bike shops and it had been a while since our last one. So I wasn’t sure what to expect.
The guy at the bike section checked all four and said they’re all in good shape. No tune up necessary.
He could just as easily have done something on the margin and charged us. I would have been none the wiser.
But, by deferring that bit of business in the short term, he immediately won my trust. I won’t be going anywhere but sports basement for any future tune ups.
Many stores write up values and mission statements. I’m sure Sports Basement has something about customer service or trust. Like every other competitor.
But values are only values when they cost you money. They only make it down from the wall to the office floor when we’re willing to trade-off short-term gain.
