Week 1 EOC: Great Customer Service

I have a friend that works in a tire store called Discount Tire over on Rainbow and Sahara Ave. I needed to go over there and have him check out my tires that I had on my car at that time. I felt them shaking a little bit when I was driving so I figured they needed to be rotated and balanced. When I had gotten there I went in to talk to him and let him know what I needed to be checked and walked out to my car with him. He walked around my car and looked at all four of my tires. He had come to notice that I really needed new tires on all 4 wheels. We went back inside to talk to his manager and let him know what the results were that he had found. When my friend’s manager asked me how much money I had on me at the time I informed him that I didn’t have enough money to replace all 4 of my tires at that time. He had thought about it for a few minutes and then told my friend to put it into the computer and write it up as follows: giving customer 4 brand new tires with lifetime warranty for a total of $200 and customer will be back in to pay for them within 3 weeks. The manager decided to do this for me to help continue to provide great customer service. I was in complete shock that they would do such an amazing thing for me and trusted that of course that I would be back in to pay for them, which of course I did. Customer relationships and value are especially important in today’s tough economic times, when more frugal consumers are cutting back and spending more carefully. “The challenge facing us is not just one of consumers being more-value conscious,” says one marketing consultant. “It’s how we gain … a renewed relationship with consumers who have less inclination to listen to [companies with whom] they do not have strong and valued relationships.” (Marketing Creating and Capturing Customer Value page 2 of 52)