Tire(d)? I'm Exhausted!

Sometimes, making connections can be exhausting if you’re a customer. Case in point: The other day, one of my family’s cars needed of a new set of tires. It turns out they are a fairly unique size and are only made by two manufacturers.

To replace them, I first turned to a company that my father had used when I was younger. It was one that I had previously associated with high quality. I reached out by phone and spoke with an individual who told me he had to check with a supplier and would get back to me later that day. No call came.

I called again the next day when the store opened and was put on hold, so I went to the website to submit a request for a quote. (Great use of technology, right?) No reply. So I called again and finally connected with, Mark, a sales manager. Once again, I was told he had to check the inventory but would get right back to me. No call. I waited until just before 6 p.m. and called back (the store closes at 6 p.m.), but no one could be bothered to pick up the phone. They just let it ring, and I eventually hung up. 

I gave it one last chance the next morning, and when I finally did connect with someone, I was told there were no tires that matched what I was looking for anywhere in the state.

My next stop was J & K Tire in Hudson, Mass., where I connected with Walter.  When I spoke with him, he asked if I could hold while he contacted his supplier. It took a couple minutes, but when Walter came back on the phone he said that he couldn’t find them at his first supplier, but that his second supplier had the tires I was looking for. And not only that, but he could get them for me later that day.

Walter then went on to explain to me that the manufacturer was re-tooling plants, and that was causing a tire shortage of that particular model, but that he would have four for me. Wow, I thought. These guys are tire experts.

A great experience like the one I had with J & K can turn any customer into a vocal advocate. I would now send anyone who needs help with their car to Walter and his store. What are you doing to wow your customers? I'd love to hear your thoughts.