Recently I had a customer experience that highlighted the impact of engaged employees on the customer experience. Having recently gotten into cycling I have been upgrading my bike as I progress. It was time to make the move to becoming a serious rider – get clipless pedals and shoes. My original cycling guru had left the store where I bought my bike and the replacement, while friendly and adequate, was less enthusiastic about the sport. I decided to try the new store across the street.
That is where I met Tommie. Here was an engaged employee. On my first visit I told him I wanted to learn about clipless shoes and pedals. An hour of conversation later, I was filled with knowledge and the understanding that would let me make a choice when facing overwhelming options. When I returned with my bike to buy the shoes and pedals Tommie took one look at my bike and announced there were problems with it that he would fix without charge. He showed me where the shoes were and while I tried on different ones he gave my bike a tune up. As he worked he explained what he was doing and it was evident he cared about my bike. We talked about my cycling and how to make it better. He told me of several weekly rides he runs out of his store and encouraged me to join. He was a wealth of knowledge but what really hooked me was his passion. The capper was when he put me on my bike on a trainer to make me practice getting out of the pedals. As I practiced, he made several adjustments to the bike seat to make sure the bike fit me properly.
Two hours later, I was stokes about cycling. I couldn’t wait to try my bike. I was looking forward to the weekly rides. This was great! Oh, and I also bought new pedals and shoes. The tune up, fitting, and training were free. This is my bike store!
The impact of this engaged employee was huge. I had a great experience in the store. I have told numerous friends about my experience. I am even more excited about cycling. I can’t wait to ride. I look forward to going back to the store. I have made additional trips to the store just to talk (but have ended up buying something each time). Price has never been an issue. Tommie has never tried to cut a deal and I haven’t noticed - it’s not about price. I am a committed customer.
The bike store has won big time. Tommie has build customer equity with me. I happily pay full price. I enthusiastically evangelize the store. I won’t go anywhere else to shop. I will end up spending far more money on cycling than before. I am the source of sustainable profits and growth. And we are all having a great time.
This is the power of the engaged employee.
For more on engaged employees and customer equity check us out at www.TheWhetstoneEege.com
