> > It really doesn't matter. As a customer, one of the things that earns my > loyalty is feeling that the shop/vendor/company will go out if their way to > do something for me. Rivendell has done it in the past and I expect will > continue to do it in the future if necessary. That is why I have 4 > Rivendell bicycles and keep buying from them things I could buy elsewhere.
In turn, I try to avoid being unreasonable and taking advantage of them. I've been in the opposite side of the spectrum, where stuff I wanted was being sold by a vendor who I felt treated me poorly, and I've learned the hard way that it wasn't worth buying from them, especially when there are many other equivalent options out there. While as a customer, I do not expect that Rivendell will replace my frames whenever anything unfortunate happens to them, when I needed them to, for sizing issues, they volunteered to do it. For an individual, it might mean everything; for a shop, it will likely b the seed of more future business and referrals. While there are indeed people who will abuse this, on the long run the benefit for all will be much larger. For me, it sealed the deal. I don't support the LBS that is closest to me; I support the ones that give me the best service and go out of their way for me; they make me feel special and welcome. When they stop doing that due to management changes, policy changes or because the sales person or mechanic that did it goes elsewhere, I follow them to their new place of work unless they go out of town, even if I have to drive further. And going back to the video, while everyone I've ever interacted with at Rivendell has always been wonderful, I do agree that Keven is special. Very special. I wasn't surprised when Grant stated it in the video. René -- Sent from Gmail Mobile -- You received this message because you are subscribed to the Google Groups "RBW Owners Bunch" group. To post to this group, send email to rbw-owners-bunch@googlegroups.com. To unsubscribe from this group, send email to rbw-owners-bunch+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/rbw-owners-bunch?hl=en.
