Great Service the Atlanta Cycling Way!                            AC

Customers today use experience (what providers put them through) as their number one decision factor when selecting an organization to do business with.  Recent research shows that almost 1/3 of customers chose the quality of customer service as their top priority over price, product or brand.  Atlanta Cycling owners Don Dutson and Todd Melton know delivering a great experience is critical to building long term relationships with their customers that drive customer loyalty.  They have developed and implemented “The Atlanta Cycling Way” to ensure every customer (guest in Atlanta Cycling terminology) has a fantastic experience whether this is their first visit or they are a long term repeat customer.  Yes Atlanta Cycling is a client of ours and we are very proud of their accomplishments!

The focus on their “guest’s” experience includes meeting them at their vehicle to assist them with getting their bicycle off the bike rack to their 30 day no questions asked return policy.  Buy a bicycle at Atlanta Cycling and you get free tune ups for life!  Like other organizations known for a great customer experience, most days you can find Don and Todd in one of their stores interacting with employees and customers to continue to build on their commitment of being an employee and customer first organization.

Does their approach work?  You bet it does as seen by their incredible growth even through the past recession.  Here’s even better proof that Atlanta Cycling’s commitment to a great customer experience works as told by one of their customers in an email to Todd after a recent purchase;

“I picked my brand new Ultegra Caad10 yesterday!!  I wanted to thank you for making this a painless process.  Everything was perfect!

I believe it was Mike that did my fitting, he was fantastic.  He was meticulous and very detail oriented.  We tweaked and worked until everything was perfect...the bike feels like an extension of my body.  Thank you for taking the time, that meant a lot!

The bike was perfect!  The care that was put into the build was completely evident.  The tires were perfectly aligned...  The logos were matching, front and back down to the millimeter.  The bars were perfectly level (I put a level on them when I got it home that is very important to me).  Extreme care was taken in setting up the shifter positioning on the bar... Just perfect!  Even the taping of the bars was exact!  I could go on and on, but just know that I noticed every detail the guys put into the build.

I greatly appreciate the service of you and your staff!  From the moment I walked in on a hectic busy day, your guys made me feel like I was the only customer there.  I appreciated talking with you...your patience was exceptional as we talked through the options etc.  The delivery was handled more like "now our job has just begun", rather than, "we already got the money, just get him out the door"

All and all it was an awesome experience.  I will definitely be back in, I need a few more things :)!”

What separated this experience from so many others was the fantastic spirit to serve displayed by the Atlanta Cycling staff and their commitment to making this a service memory to treasure.  They were able to deliver the kind of experience all customers look for; make me feel like I am your only customer and make me feel special!

Most customer relationships fall apart when we ignore our customers.  This happens when we fail to demonstrate our gratitude for their business.  It happens when organizations don’t deliver a consistent experience that screams to the customer “You are very special”.  It might start with a farewell—“Thank you for your business; we look forward to serving you again.”  It might be the way we welcome customers as they step over your threshold, visit your website or contact you via their favorite channel.  It is all about valuing the customer and making it easy for them to be a part of your offering.

Great service doesn't just happen.  It requires highly engaged leaders and employees focused on consistently delivering a fantastic experience.  How does your team compare to the customer experience experts at Atlanta Cycling?
 

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© Chip Bell Group, 2014.  Courtesy of John R. Patterson (www.johnrpatterson.com).  Permission is given to download and distribute this article as long as it contains this copyright notice.  For other short articles visit our blog site at www.taketheirbreathaway.com