Every once in a while* someone does something so out-of-the-ordinary that you have to do something about it.
In this instance, it started about 3 years ago when I walked into a Runner’s retail shop called Running Room.
First of all, this was in Richmond, Vancouver, Canada. Well Steveston if you want to be specific about it. The reason this is important is that I am not a runner, but I still walked in. I was struck by the fact that they could have a store “just for runners”… In fact they have a LOT of stores, but that’s not the point.
I walked in out of curiosity and walked out with a pair of microfibre training pants. They are absolutely awesome. I wear them about 8-9 months of the year when I am training for squash, doing drills and routines. They are NOT lined and cover my compression garments – SKINS. As great as they are, I have been unable to find any, anywhere.
That brings me to my most recent trip back to Vancouver – I went back into the Running Room store with my pants in hand to get an additional pair.
The salesperson (I forget his name!) knew exactly what I was talking about because he too had a pair and liked them as much as I did!
They were out of stock – discontinued!
But he searched online and found 2 pairs at a remote store. The challenge was that I was leaving in a few days to return to Sydney, Australia.
Lots of things transpired – multiple people were involved to make sure I got the 2 pairs for the liquidation price of $20 each…
I mean c’mon… Who goes out of their way to sell $40 worth of leftover stock?
The Running Room does!
I figure they do it because they are not in this for SALES, but CUSTOMER SATISFACTION. I mean c’mon it’s a store ONLY for runners. If you’re not focused on customer satisfaction, how could you survive let alone thrive as they have?
With a niche of people who are dedicated to their sport, their hobby, their passion – running – you’d be a fool to focus on sales.
They totally get why they’re in business and even though I am not a runner – I am a HUGE FAN.
They made my day and now every time I put on my training pants I am left with a sense of gratitude for every one who went that extra step.
I can’t thank them enough, but I can make sure as many people know about them as possible.
Tell all your friends and family who run or are otherwise athletically inclined!
*
Isn’t it sad that I am celebrating something that should be normal, average, expected?
The great news is that for those like the Running Room, they get the benefit of being the EXCEPTION, the stand outs… The ones people want to go to. At least they get that benefit/advantage… Because they totally deserve it!
The next time YOU get outstanding service – make sure you tell as many people as you can!
Great advice Marc. In a competitive environment, customer service can mean the difference between a customer coming back next time or going elsewhere.
I just received excellent service from the Running Room. 7 years later and they know how to win over a customer.