Customer Service... you're doing it right!

Last week my scooter died on me on the road... not once, but twice, in as many days.  The first time around I had to have it transported to my mechanic. 

I had no idea why it had died, so the shop was forced to play 'House' and try to diagnose the problem based on very little evidence.  For the shop, this has to be a bit nerve racking because it is their reputation (and a customer) on the line.

The first time around they found the coil had burned out, but they didn't catch the short that had caused it.  I found that when it died on me the second time half way home after picking it up.

The owner of the shop rode a loaner scooter to where I was stranded, apologized profusely, and sent me home on it; and waited with my scooter for the flatbed truck.

The shop finally found the wires with the split shielding that had caused the short, made the fix... inspected the rest of the wire harness carefuly for other potential problems, and then gave the rest of the bike a very careful inspection. 

But the real surprise was that while the mechanic was working on my scoot, the owner noticed that my exhaust was really discolored (actually a ghastly pinkish color) from heat and oxidation. So he removed it and had one of the stock clerks remove the chrome bit, sand down the exterior of the muffler, and spray a couple of coats of flat black heat resistant BBQ paint.

When I came to pick up the scooter I immediately noticed the new-looking muffler and was delighted.  Had he asked, I would have gladly given him the go ahead, but when I asked him how much I owed him, he waved me off saying, "People take better care of their scooters when they look nice. It's on the house."

That, my friends, is Customer Service done right.