Customer Service experience way beyond the call of duty.
I went out on my first solo ride since my ‘off’ on Saturday, on my maxi-scooter.
I had gone from central London down to Leatherhead, to buy a new Held jacket and trouser combo and start looking at some moto-cross boots. Get Geared have a much bigger selection than the average motorcycle dealership and a lot of space to store a wide range of sizes (including different leg lengths) and styles hence, why I travelled so far. Sophie, the manager was really lovely, very patient and extremely helpful with options, opinions on alterations, recommendations on boot brands etc - she seems to know the stock range very well and appeared to be really keen to ensure that you end up with the best solution possible.
Unfortunately, whilst in the shop I had left my parking lights on - from previous experience I know that this can leave me with a dead battery, so I rushed out, put the key in - clocks light up, but when I tried the ignition - no life at all :crying:
As it was almost closing time I was stunned when the two remaining members of staff sprang to my rescue to help. Jordan fought valiantly to get the fairings off safely to expose the battery (thanks Charlie (Columbo) for talking him through that last fiddly bit). Then he tried a trickle charger (was all they had in the shop). After 20 mins or so, we still had no life, so he went down the street to another shop where he was able to borrow a portable battery charger. Unfortunately, the grippy bits wouldn’t fit onto the bits of the battery that you need them to clamp on to as there wasn’t enough room. By now it was about 6.20pm and I tried to insist that both he and Sophie the manager leave and I would just call the RAC, but they were absolutely insistent that they would stay until I was mobile again!!!
There was a large Tesco across the roundabout and Jordan suggested trying a normal pair of jump leads, I gave him the money and he hopped on his bike and went over to get them for me, whilst Sophie went to get her car to provide the charge once we had jump leads that would fit. Unfortunately after many repeated attempts by Jordan, he just couldn’t get them to fit on the battery. The poor lad had tried so hard, by now he had been at it for over an hour, but we had no option, but to call the RAC.
Thankfully there was a vehicle in the area and he arrived with us in less than 5 minutes. Again I insisted that they go, but they were determined to stay and ensure the issue was resolved - quite extrordinary, especially at it is by now almost 7pm on a Saturday and I am sure that they had somewhere much more fun to be. Within a few minutes Mr RAC had sorted the scooter and I was on my way.
Was genuinely shocked by the effort and care they took to help a customer out, especially when for the most part it wasn’t in standard hours. They’re very close to Box Hill, so if you’re in the area and need anything, I would highly recommend you pop in to see them. They also have a very good website http://www.getgeared.co.uk/