When I was a bike shop owner, a huge source of stress for me was receiving a negative customer review. Whether it was on Google, Yelp or social media, a bad on-line review kept me up at night and turned my hair gray sooner than it should have.
It felt even worse was when a friend would mention a person they knew who had a bad experience at one of my shops. At least with an on-line review I could respond publicly to the customer in an effort to make things right. When I heard about an unhappy customer, my two biggest concerns were:
“How many people has this unhappy customer told about their bad experience?”
“How many people have had a bad experience, but kept quiet and just didn’t return?”
One thing I learned in many years of retail was when a client had a bad experience, nine times out of ten it was due to poor communication. Sure we dropped the ball once in a while, but more often than not it was due to a simple misunderstanding. I also learned that most unhappy customers do not complain. They just don’t come back. This frustrated me because when I was able to speak to the customer and address the concern I would usually turn it around and make them happy. I’m sure many shop owners and managers have had similar experiences.
To help bike shops, as well as other retail service businesses, keep customers happy I developed Service Reign. It is an easy (and I do mean easy) to set up software application works seamlessly with Lightspeed Retail point of sale and allows your customers to quickly and honestly provide feedback.
If your customer signals they are unhappy you’ll be notified instantly so you can find out what went wrong and make it right. You will be able to contact them before they could potentially leave a negative review or tell dozens of people or worst of all…never come back.
Service Reign is not a gimmicky survey or rating system. It is a simple tool for you to ask your customers for honest feedback. Your customers like your shop. They want to be part of your tribe. Service Reign gives them a simple, unobtrusive way to offer positive reinforcement and constructive criticism. We have tested Service Reign with many great shops and all of them have made unhappy customers happy and loyal!
Service Reign costs $19 a month. So, if you are doing the math at home (and I know you are) that comes out to just $228 a year. Even if Service Reign only helps you make one disgruntled customer happy each year it pays for itself.
Service Reign is not just for bike shops. It works for any Lightspeed Retail user offering a service. Whether it’s pet grooming, jewelry repair, ski and snowboard service, or electronics repair, Service Reign is the easiest way to get real time customer feedback fast!
About Service Reign founder Brandon Dwight
Brandon Dwight is the co-founder of Boulder Cycle Sport, an internationally recognized specialty bike shop with three locations in Boulder, Colorado. This shop was awarded Best New Bike Shop by Bicycle Retailer and Industry News in 2005 and won Interbike’s Retailer Of The Year in 2016. Brandon stepped down in early 2017 to spend more time with his family and explore new ways to help small business owner thrive in an ever-changing retail environment. Boulder Cycle Sport still flourishes today doing amazing things for the cycling community.
When he is not trying to improve customer service for small businesses you can find Brandon riding bikes or hiking mountains with his family, racing a bit of cyclocross or coaching junior cyclists.