Customer Service Surprise

I’m on a road trip this week, driving from Texas to Michigan. All was going smoothly until we got to Sidney, OH. That was where we got a flat. Talk about an inconvenience.

boy changing a spare tireI’m on a road trip this week, driving from Texas to Michigan.

All was going smoothly until we got to Sidney, OH. That was where we got a flat. Talk about an inconvenience.

No problem. I was wise enough to make sure the donut spare had plenty of air before we left. We exited the highway and pulled into a gas station to change the tire.

What I didn’t count on was not having a jack or a lug wrench! When I bought this car used a few months ago, I took it to a mechanic to have it checked out before I bought it. He checked it over from top to bottom and front to back and declared the car in great shape. I didn’t think, however, to check for those items under the spare tire in the trunk. Momentary panic set in.

Then I remembered we had roadside assistance coverage though our auto insurance provider. A quick call to Progressive secured the required assistance and help was soon on the way.

Now, we didn’t relish the thought of driving the last 150 miles or so of our journey going 50 miles per hour on that donut spare. It would seem we had little choice, though, this happening in a small city on a Sunday evening at 5:45. My wife suggested we look for the nearest Walmart. After all, their Tire and Lube Centers (T&LC) were open on Sundays.

I googled for the nearest Walmart on my phone and found one was nearby, just one exit up the road. I called to make sure they were open – best to be prepared (especially since up to this point I was woefully unprepared). I spoke to the Co-Manager, who told me the T&LC closed at 6:00 PM.

Well, that wasn’t going to help. I told him the situation we faced; just as an aside, actually. When he heard we were passing though on a long drive, he offered to hold the T&LC guys late to help us out. That was great, and certainly unexpected.

The truck from Bushnell’s Collision and Restoration arrived at our location 1/2 an hour before the estimated arrival time and got us on our way within 15 minutes. Of course, with the proper tools, changing a tire doesn’t take very long. Once that was done, on to Walmart.

Once we arrived, we got a new tire mounted, balanced and installed on the car in short order. The Co-Manager even stopped by to check on us. Overall, it was a great experience.

Why Am I Telling You This?
I think we can all agree that Walmart does not have the best reputation when it comes to customer service. In the “Race To The Bottom,” they are generally regarded as the forerunner. Still, even in such a large organization there can be individuals who, by their actions, make an experience for a customer a joy. This was certainly the case for my experience with the great folks at the Walmart in Sidney, Ohio.

Oh, by the way: while I was there I made sure to purchase a jack and lug wrench. I won’t be caught without those again!

Note: This is not a sponsored post. I was not paid by Progressive, Bushnell’s or Walmart in any fashion.

Creative Commons License photo credit: woodleywonderworks

2 thoughts on “Customer Service Surprise”

  1. What a great story! I also recently had a good customer service experience at our local Walmart. Long story short, one of the women who works in the pharmacy saved me $350. As you said, sometimes all it takes is one person in a large organization to make a difference.

    1. Thanks for telling us your story, Michelle. You are correct, even in the largest organization one person having the right attitude can make a huge difference. It’s a shame more larger corporations don’t realize this and take steps to properly reward those who make their companies look good. I’m not picking just on Walmart here – there are a lot of large companies who could learn lessons from our experiences.

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