My husband Chris had such a great customer service experience. I just have to share!
Chris was on the search for specific parts to install on his 1989 Banshee. Take a look at this classic…
Chris reached out to Team Alba Racing, located in Santee, California. Team Alba is a company specializing in parts for ATVs, UTVs, and motorcycles.
Here is his awesome experience…
I was planning on heading to the Alba Racing motorcycle parts store, for a $2k purchase. I called the parts department that morning and chatted with Fernando, who pulled the new suspension parts and set them aside with my name on them. I then started calling around to fabricators/welders and other shops about the install.
Things went south quickly.
The necessary parts for install literally haven’t been made in years, and no one could find them. A bit broken hearted, I called Alba to break the news that I wasn’t coming out for my new toys. Apparently, they were busy that day, and the phone rang longer than normal. Just when I thought the call was going to voicemail, a woman came on the phone:
“Hello, Alba Racing, how may I help you?”
I mentioned speaking with Fernando earlier in the day, and about not being able to pick up the parts for my “classic” 1989 Banshee.
She paused, and said, “Well, that’s a cool thing to still have – what are you trying to do?”.
I explained the issue (fairly technically), what I wanted to do, and how I couldn’t find someone to help out. She apologized for the lack of help I’d found, which she clearly had nothing to do with, then said,
“Hold on, we’re now past my level of knowledge, but I have someone in my office who may be able to help. What’s your name so I can pass you over to Charlie?”
I told her my name, and while on a brief hold, I thought to myself, wait a minute…YOUR office? Was that NOT the parts department?? How did I interrupt a meeting? What just happened??
Charlie, an older guy, came on the line and asked how he could help. I gave him the details and, shockingly, he knew exactly what I needed. But unfortunately, he hasn’t seen those parts in over 15 years.
“Hang on, I’ll make some calls and call you back. What’s your number?”
Before I let him hang up, I asked if I had interrupted a meeting he was having. He explained that he was just talking with one of the execs in her office.
“An exec…?” I said. “And she answered MY call?”
“Yeah, we’re short-staffed over in parts today, so when the phone rings, we all help out. I’ll call you back before the end of the day.”
I was absolutely impressed with their level of commitment and service. As the head of a client success team and hyper-critical of the client experience, I know this kind of thing doesn’t happen often. These guys were good. Real good.
Charlie called me back about an hour later with bad news. He couldn’t find the once readily available part anywhere…not even on eBay. This man looked on eBay, people!
He then referred me to an old buddy of his at a fabrication shop in Fresno. A guy who sells a comparable kit to what Alba sells, but one that bolts directly onto my existing setup. Or, if I still wanted to go with something custom, he was a guy “who can fabricate anything” and he could build me what I needed.
Charlie bypassed a $2k sale for Alba to ensure I got what I wanted.
This above and beyond effort ensures all my purchases now happen through Alba.
And it will come back TENFOLD.
Wow. What a PRIME example of not only amazing customer service, but also an example of a cohesive team with great leadership where even an “exec” jumps in to help.
We love to share these stories to show that, yes, these companies and this type of service and leadership still exist, and just how much of an impact they make on our lives.
Do you have a story with these types of experiences? Hit reply! We would love to pass it on!
