“First call resolution” is what they called it in a call center I supported. The core concept is that when you are contacted by a customer with a need or an issue, service providers work to meet all the customers needs during their first contact.

Our local bike shop could certainly take a lesson from that. (Well, it used to be our local bike shop, but they were recently bought out by a major bike brand from Wisconsin.)

My wife’s bike needed a tune up, so we brought the bike into the shop. (A whole other story that will be coming soon.) When it was time to pick up the bike, my wife and I walked over to the shop. I brought my bike along so we could ride home together.

With Covid precautions in place at the shop, I waited for my wife out in the parking lot while she went in to pick up her bike. Luckily, it was a lovely warm Spring day.

Continue reading “One and done” →