I needed the front brake pads on my motorcycle replaced.
This happened the other day.
They were squeaking every time I stopped.
I arrived early, at 7:36 AM, right after school drop-off.
An employee was there but told me they open at 8:30 AM.
"I'll come back," I said.
I returned at 8:30 sharp.
They weren't ready.
The floor was still being mopped, and
the staff was in the middle of their morning exercise routine.
I waited.
Eventually, they told me the bike couldn't be serviced yet.
Why?
The person in charge of releasing parts had "left to work on something else."
There was literally no one available to hand over the brake pads so they could be installed.
They suggested I scoot over to a nearby shop to buy the parts myself, and they would install them.
I went, only to find that shop merely had cashiers present.
Their stock person hadn't arrived yet either.
The result:
- Weak customer service.
- No solutions offered.
- Asked the customer to do the legwork.
- No apologies for the inconvenience.
I told myself, “Well, can’t control that.” A bit annoyed but it is what it is.
But what should have been a 15-minute replacement became a 3-hour ordeal.
Even as the hours ticked by, there was no offer of assistance from the front desk and no execution of basic service values.
My pads were finally replaced almost 4 hours after I first set out.
It’s a good reminder: If your business focuses on what your customers actually need and respects their time, you’ll always have people coming back.
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