Our $1,000 Open House Blunder

10

August 5, 2010 | By: Tim Barcz

In a classic TV episode of Cheers, the bar is losing money and, in an effort to raise some cash, the tavern hosts a raffle with an ocean cruise as the prize. When the lovable, albeit simple minded Woody draws the winner from the tumbler, he announces cheerfully, “And the winner of the Cheers all-expense trip to the Caribbean is —No. 99!” The winner jumps up in amazement as the crowd cheers, steel drums begin pounding and the celebration gets underway. Meanwhile, in the background, Sam asks his smiling bartender, “Say, Woody, when you turn this 99 upside down it kinda looks like a 66, doesn’t it.”  Woody looks closely and says, “Sure does.”  Quickly Woody announces that they have a new winner — the newly crowned No. 66. Of course turmoil prevails, which always makes for good TV.

Well, it seems we had a similar issue crop up at our recent open house and I thought I might as well share it with you. It’s one of those “what are the chances?” incidents, and we did get a chuckle out of it. We held a drawing for our Gold Club members each day of the two-day event with a top prize of a $1,000 gift certificate to J&P Cycles. And on one of those two days, we inadvertently gave away the top prize to the wrong person.  How did we do that, you ask? Two people with the same name were at the open house.  When the winner was announced, a rider in the crowd heard his name and came up on stage. Turns out he wasn’t the winner — he was another J&P customer who just happened to have the exact same name as the real winner.

So when the real winner called in the next week to order some parts, he was a bit confused when he was congratulated on his good fortune. That’s when it dawned on us — and him — that he was the winner. Realizing our mistake, we made it right by giving $1,000 gift certificates to both our same-name customers.

Despite the incredible growth of our business, we still like to think of ourselves as the neighborhood parts company. We know many of our customers by name and many of our customers know our techs and staff by name. In a way, J&P is a lot like Cheers. It’s a place where “everybody knows your name.”

Unless, of course, there’s two of you with that same name.

Comments: 10 Comments | Categorized Under: Announcements

Comments (10)

I’ve had nothing but the best service from your company. I’ve added allot of J&P parts on the Shovel. Rod Young were youfrom Michigan?

Bad customer service at J&P? Are you kidding?These people are fantastic! I’m very impressed with the professionalism, and knowledge on the many transactions I’ve had with them.

I’m surprised that Bryan has had trouble with customer service … I’m fairly new to J&P, but have been ordering quite a few things in the past months, and have had nothing but outstanding service and support! As a comparison, I’ve also dealt with a few other providers lately, and J&P is clearly at the top!

J&P cycles …. that just proves what a good company you are. Now if you would stop putting Victory in with the metrics, grrrrrrr. Can you make that right too…????

First, let me say that I am not shocked or surprised at the way the prize award was handled. I’ve been buying my parts from J&P for three years now, and although there have been some quality issues with some of the parts, there has never been anything but fantastic customer service. Sherry Fillinger is the CSR that I use on every order, and she has been fantastic in her handling of my account. I have spent over $20,000.00 rebuilding my old shovel, and I will continue to but my parts from J&P in the future. While you can’t satisfy all the people all the time, I am well aware that you do try your best on every sale. Thank you for your service to our industry.

Bryan,

I’m sorry to hear of your frustration with J&P Cycles. I’ve forwarded on your information to fellow blogger and manager Rich Brecht who will certainly dig to find what the issue may have been. Our aim is deliver orders as fast and accurately as possible and certainly we want to fix it when that doesn’t happen.

Tim

I’m glad to see that you awarded both people a $1000 shopping spree. Unfortunately, you still won’t receive my business any longer after the way your customer service agents manage to screw up my orders everytime I ordered anything. There needs to be a more robust training program in place at J&P to prevent the simple mistakes that were made from happening again in the future.

At least you made it right. Way to treat the customer right!

[...] This post was mentioned on Twitter by Chris Missal and jpcycles, jpcycles. jpcycles said: New Blog Post: "Our $1,000 Open House Blunder" http://bit.ly/bAUUiH [...]

What was that name again?

Leave a comment