July 16, 2009

Hi guys,

I just wanted to thank you for the service earlier this evening. I was on my commute home from Eastgate to Crown Hill and could feel my cranks loosening up as I was riding up University Way. When I got to your shop (which is on my way home), it was about 7:30 pm and you guys were still working away in the back.

Luckily for me, your door was unlocked so I walked in with my bike. Instead of the usual "sorry, we're closed" that I would expect to hear in just about any other establishment, one of your staff whom I never met before approached me and said, "Hi, what can we do for you tonight?"

As I told her what was wrong, John greeted me by name from the back and he knew exactly what needed to be done (FSA has particular instructions for the SLK cranks that differ from most crank installations). He was busy giving a lesson on wheel building, so he gave the instructions and supplies to Dan, who had me back in the saddle within 15 minutes. And for no charge on top of that!

I can't tell you what a great feeling it was to be taken care of like that, and I really appreciate the effort you guys go through to make your clients happy. I love my bike and always will (in fact I owe you an email about that as well), but your excellent service keeps bringing me back.

Thanks again,

Rufus