How A Bolt In The Road Changed My Mind About Customer Service

When I ran over a giant bolt in the road on a hot 103°F Summer afternoon I had no idea I was about to learn that customer service is alive and well. We all moan and grown that customer service is a thing of the past. I just had an experience that caused me to rethink my own pessimism.

Driving on a hot summer day I noticed a large bolt in the road. I made attempts to avoid it however, it was all in vain as I pull over with a flat tire. Luckily I was able to park in a strip center with large shady oak trees. Being a long time subscriber of AT&T Road Side Assistance I immediately called them. For $2.99/month I am able to call upon them up to 4x a year for towing up to 10 miles. I scheduled a pick up with a tow to Discount Tires. The tires were covered under road hazard warranty which meant other than time, there wouldn’t be any out of pocket expenses on my part.

I surfed the web at the strip center Starbucks while enjoying a Mocha Frappucino. A nice way to spend the 40 minute-1 hour anticipated wait. Imagine my surprise when the tow truck arrived in less than 30 minutes. He was a nice fellow who was a football fan which meant a fun and  lively discussion-filled drive to Discount Tires.

Bottled Water from Discount Tire
Discount Tire Bottled Water

Once at Discount Tires, I was met by a friendly staff member who was so nice he made me feel like I was part of their family. Sitting in the waiting room allowed me to see that they treated everyone in the same manner. I have spent time in waiting rooms before but have never enjoyed it so much. I was able to see that the jovial staff take care of both entering customers and answer phone calls. They smiled, were nice and professional. When they came around and offered us all bottled water for being so patient while we waited for our cars, I had to shake my head in amazement. Who were these people?  Why wasn’t every other business studying this company and using it as a customer service model?

I left there with an appreciation for what a difference fantastic customer service can do. A giant bolt in my tire could have ruined my day. Instead I was actually glad it happened. This experience restored my faith in customer service. Something I thought was long gone in the modern age.

Shout out to AT&T Roadside Assistance, the fast towing company (wish I could remember your name) and Discount Tires at 2707 NW Loop 410  San Antonio, TX 78230 (210) 341-7752. Your excellent service made a believer in me. Thank you.


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