I have been so impressed by a piece of good old fashioned customer service today that I thought I’d share it with you all.
Some background first though; recently, whilst away on holiday in the Yorkshire Dales, my son was gutted to break his Zinc SMX Blue scooter. The issue that he had was that the locking bar that feeds through the deck and the upright snapped. This minor part failure meant the scooter was unusable because the upright wouldn’t stay, well upright, in relation to the deck.
When we arrived home over last weekend, I had a look to see if I could fix it by removing a similar part from an older smaller scooter. Unfortunately it wasn’t to be because the spindle from the smaller scooter wasn’t long enough to feed through the wider profiled upright on the SMX.
After scratching my head for a bit and thinking about alternative options (bodges), I decided to see if I could buy the necessary spare part.
A quick internet search revealed the site for this scooter and I got in touch with the company via its enquiries page. That was on 31 August 2013 (Saturday). On Monday 2nd September, Jo Patis from Hy Pro got back in touch and said "no problem, just send us your address and we’ll send one on". I duly provided the required info on the Monday night and I was delighted to get home from work this evening to find the part waiting for me. My lad’s scooter was duly fixed (once tea was done); and very pleased he was too.
So initial enquiry to repair – six days! That’s a great statistic.
The cost to me of the spare part £0 – that’s right absolutely nothing, and I would have paid too.
Outcome, both me and the boy ‘delighted’.
This post – proof that decent customer service costs nothing and yet pays dividends. In this instance for Zinc/Hy Pro, a blog post and a corporate Facebook post.
And Jo, thanks very much for your help. I hope you don’t mind the promotion.
Blog Home
Blog Library
Home
Some background first though; recently, whilst away on holiday in the Yorkshire Dales, my son was gutted to break his Zinc SMX Blue scooter. The issue that he had was that the locking bar that feeds through the deck and the upright snapped. This minor part failure meant the scooter was unusable because the upright wouldn’t stay, well upright, in relation to the deck.
When we arrived home over last weekend, I had a look to see if I could fix it by removing a similar part from an older smaller scooter. Unfortunately it wasn’t to be because the spindle from the smaller scooter wasn’t long enough to feed through the wider profiled upright on the SMX.
After scratching my head for a bit and thinking about alternative options (bodges), I decided to see if I could buy the necessary spare part.
A quick internet search revealed the site for this scooter and I got in touch with the company via its enquiries page. That was on 31 August 2013 (Saturday). On Monday 2nd September, Jo Patis from Hy Pro got back in touch and said "no problem, just send us your address and we’ll send one on". I duly provided the required info on the Monday night and I was delighted to get home from work this evening to find the part waiting for me. My lad’s scooter was duly fixed (once tea was done); and very pleased he was too.
So initial enquiry to repair – six days! That’s a great statistic.
The cost to me of the spare part £0 – that’s right absolutely nothing, and I would have paid too.
Outcome, both me and the boy ‘delighted’.
This post – proof that decent customer service costs nothing and yet pays dividends. In this instance for Zinc/Hy Pro, a blog post and a corporate Facebook post.
And Jo, thanks very much for your help. I hope you don’t mind the promotion.
Blog Home
Blog Library
Home
RSS Feed
