Personally, I have always tried to give the best customer services possible in the belief that it will bring customers back and/or pass the message on. Having said this I cannot always guarantee that my associates have always applied the same philosophy
Working in a business can sometimes be a problem. One is too close to the situation “can’t see the wood for the trees” is the saying. So I looked to my outside experiences for guidance.
One problem was with a Miele fridge freezer which developed a fault after 5 years. The guarantee was well out of date. Miele delivered a brand new replacement with no argument, hassle or unpleasantness.
Second problem. I noticed that the seat post on my Condor Heritage cycle was coming loose. I have had this for some 6 years. I like to try and fix things myself but decided to call into Condors shop in London to see if I could learn a little about the anatomy of this part in order to make a successful repair.
As soon as Greg (the manager) saw it he said that the bonding had failed and to repair it would probably be unsuccessful. He said it should not have happened. He disappeared and then walked back into the shop with the modern equivalent and started unwrapping it. When he reached for some tools I realized he was going to fit the new one there and then. Money had not been mentioned. I asked Greg if he was going to fit it and he said yes. On completion some 20 minutes later I asked how much did I owe Condor? He said, with a smile, there was no charge as the part had failed.
It was so nice to be on the receiving end of excellent customer service. Not only that, the new seat post felt so much more comfortable!
Condor cycles in Grays Inn Road London is probably the best bike shop in the UK today. Their range of bikes/sizes, accessories and advice is second to none.
Condor’s London shop may not be convenient to get to for many people but it is certainly worth the effort to get the best service, quality, reliability, advice and also good humour.
Condor have a successful racing team headed up by Manager John Herety, Senior member Russell Downing and Gold medalist Ed Clancy. The team, JLT Condor, are great to watch whatever the races like the Tour of Britain and Tour de Yorkshire.