Victoria Bike Shops: Going through the Spin Cycle

For this blog I’m doing something for the first time. Something I certainly planned on doing…just not so quickly.  It’s the FOLLOW UP TO FORT ST. CYCLE.

The Order:
As I mentioned last week, I’ve decided to get myself back on the road “bike-style” after having sold my Jeep. Well the bike looks and handles great but there were a few knick-knacks (yes, I was alive during the Depression) I needed to get to make me ready for the mean streets of Victoria.  Namely – a rear mud flap, front/rear lights and an inexpensive helmet. I had been suggested to go to Mountain Equipment Co-op so that’s where I started out.

My travels started at Mountain but to get the full shopping list, I found myself also visiting Reckless Bike Stores and Fort St. Cycle.  I’d like to say that my customer service experience was the same for all but you know that’s never true.

The Service:
Let’s break it down into the three businesses I visited:

Mountain Equipment Co-op: I easily found the mud flap and lights myself but looked like a fat kid (with a glandular problem) at the drive-thru.  What to buy…what to buy…
Thankfully an employee came by to check on me and quickly pointed out that unfortunately all the helmets left were either out of the price range I was looking to pay, weren’t the most manly (I still think I can pull of pink), or were too small. She still had me try on the tiny helmet just in case but no luck.  Now she was great but she really shined by letting me know that though they were getting a shipment in soon, if I wanted the helmet today then there were a few alternatives.  She suggested one shop I can’t remember and Reckless Bike Store on Yates.  This wasn’t as much about the sale as building a relationship with the customer. By solving my problem rather than pushing a sale, she sold me on Mountain Equipment Co-op.

Reckless Bike Store: It was the closest to where I was so that’s where I headed. I walked straight over to the helmets…most were more than I wanted to spend but I had some questions.  Unfortunately, the employee was talking with a customer so was a little busy. So I waited…and waited.  I understand he was busy with the other person but a “I’ll be with you in a moment” would have been a nice touch.  I was the only one in the store.  So I left.  And as I was leaving, I got a “have a great day” to the back of my head. In the end, it looked like the employee was talking to ANOTHER EMPLOYEE! Not a customer.  Wow. Too bad, they were having a sale and moving to a new location…I don’t have much good to say.

Fort St. Cycle: I returned only a few short days since getting my bike tuned up.  And you know what?  Brilliant.  I walked right over to the helmet display, was greeted immediately, given a few minutes to gander and followed up with a helpful exchange.  I was in and out in eight minutes with exactly what I wanted. $50 bucks I was happy to spend at an establishment I was happy to give it to.

Fort St. Cycle Conclusion (reinforced):

Going steady – This could be the beginning of something major. After now returning to Fort St. Cycle once again, I’m happy to say my initial review was correct.  It wasn’t a fluke.  Damn good customer service. I’m swooning.
Reckless Bike Store Conclusion:

Friend Zone – I just don’t like you in “that way.” Sorry, you pretended like I didn’t even exist. There are far too many fish in the sea for me to be treated like that.  I can do better.

Mountain Equipment Co-op Conclusion:

2^nd Date – I’ll give you a second chance. Helpful, informative and may not have offered what I wanted initially but intrigued me enough for another try.

Service Rating System:
Friend Zone – I just don’t like you in “that way.”
Booty Call – If I don’t have anything else better going on, I’ll stop by.
2^nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.

The Tip:
If you can add to your customers’ experience, as a great shoe philosopher once said, “JUST DO IT!”

I was heading home from Mayfair mall on Saturday.  I no longer have a car so transit is my new best friend. I got on the 1:30 pm #5 to Downtown with the minimum expectation that I would just get to my destination.  Well thank you Dan, Mr. Bus Driver for making my experience a more enjoyable one.  The guy was funny.  Sure they were probably the same jokes he used for everyone but it was my first time and I loved it.

Dan: “For those of you feeling nauseous and lightheaded, that’s the fresh air of Victoria.  We’ll get you back to Ladner on the next available No. blah blah bus.”

Awesome.

And then he told us the time and what the next stop was. He didn’t have to do that.  He could have just opened and closed the doors as he picked up and dropped off…but no, not Dan.  Thank you for making something mundane, better.

Fort St. Cycle: Small Business/Big Service

After a brief stint in Toronto, one of the casualties was my Jeep.  My sweet, sweet 20 year old, gas-guzzling Jeep.  Sorry…having a moment…

Aaaaaanyway, the need to get mobile, get fit and get off my ass finally pushed me to get my bike tuned up and serviceable. Of course if the bike cost more to fix than the bike itself, more sneaker-mileage for me. Fort St. Cycle was recommended to me…and since I’m too lazy to do further research or walk farther than a block…FORT ST. CYCLE IT IS!

The Order:
I know nothing about bikes. Other than where to sit and where to put my hands, I’m pretty dumb when it comes to things like maintenance, repairs, everything else… So I thought I’d go to the experts to get it taken care of.  I pulled my bike into Fort St. Cycle and let them know I wanted an estimate on repairs at which point I was directed to the shop at the back.  The guy at the counter (sorry, counterperson) flipped it over, spun the wheels and asked me a few questions regarding what I was using the bike for…you know, besides riding it.  The quote came to about $110 and I was told I could come back tomorrow.

And return I did.  The final cost (with tax) came to $107.

The Service:
From the moment I wheeled into the bike shop, to the moment I wheeled out, I was given great direction and recommendations.

The guy at the counter immediately acknowledged me when I came in even though he was talking to another couple.  Once he had time, he let me know that if I could get my bike in right away that they’d be able to get me through pretty quickly.  A quick trip home and back, I took my bicycle to the back shop area.

The technician/mechanic came out immediately and began asking me relevant questions: “How often do you plan on using the bike?” “What do you plan on using it for? Work? Recreation?”  From my answers these, he determined what I needed and didn’t need – $20+ chain vs. $10 chain.  The turnaround time was fantastic.  When I went to pickup the bike the next day, they took it down to the front door for me and held the door for me when I left.

And on top of the expedient service, what looked like a manager/owner made sure I was aware my new bike wires would need to be re-tighted in a few months and to come back for that 5 min. procedure (though he didn’t mention if he would charge me for that).

Fort St. Cycle Conclusion:

Going steady – This could be the beginning of something major. Now that I’ve decided to join the bike culture of Victoria, I will definitely be returning to Fort St. Cycle. For a small company to stand out, they need to provide a little something extra – courteous, helpful, fast and not pushing things on me I don’t need.  That’s a lot of customer service to like.

Service Rating System:
Friend Zone – I just don’t like you in “that way.”
Booty Call – If I don’t have anything else better going on, I’ll stop by.
2^nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.

The Tip:
Never be negative. Don’t stick with “No,” but rather provide alternatives. This is an opportunity for a business to show what they have to offer.

“Can I have this?” – No BUT we offer this, this and this or why not try this.

“Can you do this for me?” – No BUT if you are interested, we can do this but it’ll cost this.

Everything is an opportunity and as long as your customer/guest understands you’re not trying to slip something by them (i.e. offering an alternative but not mentioning it costs extra) they will be open to what you have to say.

Ending a discussion in “NO” leaves your customer/guest with a negative impression of your service and misses an opportunity for you to show off what you do offer.

Vonage Canada: Crossing and Recrossing Our Wires

Ah when life was simple – “I want to cancel my phone service please.”…and then it’s cancelled. TADA!  This is the request I found myself requiring after a few months on Vonage Canada.

The phone reception was spotty at best.  Every time I spoke with someone, I heard them fine but I broke up too much for them. It was so bad I detached the phone and let it sit rather than have anything to do with it.  Of course I didn’t do that until after I spoke with their tech department with little success.  Aaaaaaaaaaaaaaaaaaaaand now the cancellation:

The Order:
I called their customer service line to cancel my Vonage VOIP service. Though it was only around $20 a month for the phone, the reception was unusable so why should I pay for it?

I kid you not, this is how it went down, transfers and all:

1)      Customer service agent
2)      Advanced IT – customer service
3)      Customer service agent in the U.S.
4)      Customer service agent
5)      DISCONNECTED
6)      Customer service agent
7)      PUT BACK INTO THE AUTOMATED SYSTEM
8)      Customer service agent
9)      Manger/Supervisor
10)  REDIALED
11)  Billing

After forty-five minutes, I spoke with a billing agent who finally resolved my situation and responded.  But even through that “Seven Voyages of Sinbad” type adventure, was the service any good?

The Service:
Actually it wasn’t bad.  Even though I was bounced around like the unwanted child of divorced parents, every person I spoke to was courteous…even if I wasn’t anymore (come on I was frustrated).  But frankly, having a patient, nice tone does not a complete customer service experience make.

This is really the nature of the beast when it comes to these call centres.  It took me almost an hour to find out that the Billing department was the one that could help me with cancelled service when the “touch tone service” sends me to customer service for cancellations.

The sticking point was that I was going to be charged $49 to cancel my service (bullcrap) on top of $79 for cancelling before my contracted 2 years were up. BUT MY PHONE DOESN”T WORK!  So I could either pay close to $120 to walk away OR keep my phone that doesn’t work for $20 bucks a month for 1.5 years.  Great deal for me. It’s probably my fault for not reading the contract thoroughly but even if that’s true, Vonage wasn’t upholding their end of the contract either (reliable service). The manager stonewalled me and basically said I didn’t have a choice paying…but if I had a problem, to call the Billing Department.

The final agent was fantastic.  I was really at my wit’s end but he understood that it would be better to make me happy and let me walk away than prolong my terrible experience and subsequent shouting the the heavens my hatred of this experience.    Wish I hadn’t had to have wasted 45 minutes to get there.

Vonage Canada Conclusion:

Friend Zone – I just don’t like you in “that way.” You and I started out with so much promise.  All I wanted was a cheap but solid relationship and you were that for me. Then you stopped giving…your time, your attention.  Even when I called you, it didn’t get any better.  I don’t want the run-around, I just want it to be over.

Service Rating System:

Friend Zone – I just don’t like you in “that way.”
Booty Call – If I don’t have anything else better going on, I’ll stop by.
2^nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.

The Tip:
The 2010 Winter Olympics are coming..and restaurants are getting prepared.  I just don’t think they’re being smart about it.

CTV reported yesterday that Vancouver restaurants are charging more during the 2010 Games to cover added costs – storage, deliveries, etc.  Really?  Shouldn’t the added influx of business help out with that?  Ahem “cost of doing business” cough.  Sorry, I’m sure they have bottom lines to cover but I just see that as a cash grab. Did they do this for Expo 86?

The big issue I have is with some restaurants automatically charge gratuity to ensure those nationalities that aren’t use to tipping still do. POOP! You take the good with the bad.  For every German tourist that stiffs you, there’s an American one that over tips you.  It all balances out, whether it’s the Olympics or not.  I use to work on Robson Street in Vancouver (tourist central) and the good always balanced the bad.  I just know a lot of service will suffer if servers know they are getting tipped no matter what they do…and they’ll never see them again anyway.