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Posts tagged “customer service

Gear Me… Merrell Trail Glove

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Sticking with the running theme, here is my latest shoe to the fleet, the Merrell Trail Glove. This is my second pair, that replaced the first, which was in my last shoe post here. To make a long story short:

I bought my last pair of Merrells in California this summer for work, and because I am a minimalist shoe fan. I ran a little in the shoes, and did not like the feel of them compared to my New Balance Minimus, so I decided that I would wear these to work. After only two and a half months, these shoes started to fall apart. In my book that is unacceptable. After an email to Merrell, I had a form to fill out, and once that was in I received an email to send my shoes back to them for a replacement. Awesome. I really like seeing companies step up with their customer service, and really stand by their products. Well done Merrell!

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Apart from looks, these shoes are a little different than the last model. The two seam is more reinforced, and the fit is a little more loose. I probably would have bought a smaller size originally, but after running in them a few times already I like the extra room in the toe area. Hopefully these will last a bit longer than the former model.

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After a few runs in them, I still do not like the feel all that much. Especially when they are compared to my Minimus trail runners. I haven’t given up on them just yet, but overall I have to say that I am impressed with how the company operates. That definitely keeps me a fan. Thanks Merrell!

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Just Riding Along… Customer Service?!?

(Drags out soapbox…)

Let me tell you a story:

When I moved to the Cincinnati area a few years ago, one of the tasks on my list of things to do was to find my next local bike shop. I really like supporting the “mom and pop” style stores, and bike shops are no exception. On my off days from my then new job, I would drive around with an address and shop name (Yes kids, this was before smartphones were affordable) and search out my next potential shop to give my money.

Some days, I would go in all by my lonesome, and just window shop. Maybe I would buy a spare tube, but basically I would just feel out the store, and see if there was a nice vibe from the employees. Most of the time, I was met with smiles and good information about the local trails, bike models, etc. Then, my wife started back to work, and I now had a companion to my search: My “just learning to walk” daughter. My, how this changed the game…

Right off of the bat, things were different. Gone were the overly enthusiastic sales people, asking me if I needed anything at my every turn. In their place were employees that had to be sought out. When I would ask any type of cycling related question, I was met with short answers and an almost disdain for even asking my query. The first time this happened I chalked it up to someone having a case of the Mondays. Then it happened again. And again. Only one store in the Cincinnati area treated me the same during my long term experiment, child or no child, which is my shop today, Bishop’s Bicycles.

So why the soapbox rant? This happened again just a few days ago at another shop. I normally do not go to this shop, but I did have a gift card, so the plan was to order a new rack and a set of new handlebars. For the record, this was WAY over the gift card limit. This trip however, I had my now walking and talking daughter and her new little brother. Double whammy. This shop dismissed my every question, and treated me like I was bringing in a Huffy off of the streets. It is hard to describe with words, but it was definitely there. Hard to imagine in a weak economy, when someone comes into your place of business you treat them bad enough to make them not want to return. That is what happened in this case. Now I will probably just buy $30 worth of tubes.

Question time: Has anyone ever had this happen to them? Any shop employees or owners have some insight on this? Why give the cold shoulder to a shopper with children? Just because I have my kids with me doesn’t mean that I am not going to spend a considerable amount of money in your store. Please keep that in mind…

Rant over.

Just keep spinning…