Publisher’s Note
By Rodney J. Auth
I made two turns in my new (read expensive) ski boots and knew I was in trouble. The pain was immediate—it was all I could do to reach the bottom of the run. Heartbroken at the thought I had thrown money away on a bad product and worse, jeopardized my time on the mountain with my family, I drove back to town and stopped into our local ski shop—Hometown Sports.
I explained the problem to Dean the store owner and lead boot-fitter. He smiled, “Don’t worry. We’ll get you fixed up.”
“Um, I didn’t buy these boots here,” I said.
“No worries, we’ll take care of it.”
For the next week, I picked up my boots at the shop, headed up the mountain, skied a run or two and returned with new feedback. Each time, Dean tweaked the boots—molding the liners, cutting away extra material from the buckles, heating the shells, pushing out sections of the boots where my funky feet needed more space and so on.
Almost immediately, I noticed the difference. My feet—pain free and happy—were doing their thing and life was good. For the first time in 16 attempts, skiing was fun and carefree, the way it should be.
I slid to a stop at the lift—noticing I’d made it down in time for one more ride—and turned to enter the corral when I heard, “Rodney! How are the boots?”
I looked up to find Erik and the rest of the crew from the shop waiting in line.
“Awesome. I just had the best run of the season!”
“Yes!” said Erik. “The Frankenboot works!”
The crew’s excitement was palpable. High fives all around, a shared ride to the top and celebratory run to the bottom as a group followed—whooping and hollering down the run.
Later, on the drive home, I couldn’t wipe the smile off my face. My ski season was saved by The Frankenboot—a piece of expensive plastic shaped and molded to fit the needs of my Frakenfoot.
The whole experience got me to thinking about how short the line is from a disappointing customer experience to a transformative experience. I came into Dean’s shop, hoping he could help me, even though there was no real reason for him to take on the case (he charged a nominal fee).
I came out of the experience with new friends (basically everybody in the shop who, at some point offered input on the Frankenboot) and a lifelong connection to a little ski shop in my hometown. It’s going to be a tough bond to break.
As we all head into the New Year, I thought this little story could serve as a reminder to all of us that challenging customers aren’t always problems. Maybe they’re actually opportunities. Maybe all that’s needed is a little compassion and effort?
After all, that’s what you do best anyway. Maybe I’m telling you something you already know?
In any event, hope you enjoy this month’s issue.
Happy New Year!
