Before we drove through a storm in the Lake Tahoe mountains, my friends and I faced a storm down in the Bay Area. We were trying to buy snow chains prior to hitting the mountains and arrived at our friendly Kragen, no relation to Noah Kagan, at 9:07pm. Unfortunately, they closed at 9pm and the cashier came to the front door and answered my question if the had the snow tire chains we were looking for. Yes they did but he couldn’t even take cash as the registers were closed. I pleaded with him and asked for his manager but he said the manager would not come to the front door. With tears in my eyes I walked back to the car and drove off with my homies.
We left and continued our drive through Pinole, Ca. We called a Wal-Mart near Roseville and to our surprise they were open till 11pm and had our chains in stock. Sadly, we were more than 2 hours away and did not expect to arrive before the store closed. Luckily, the store manager said he would stay late and open the door when we arrived and sell us the chains. Holy shit, can you imagine the feeling knowing the manager of a super large store will stay late and help us get the chains we so desperately needed.
I took a picture with the manager (Jerry) above because I was so flattered at the extent he would go to help us out. It made me wonder whether it is company culture that dictates the way he acted or just individual circumstances? Does Wal-Mart realize they make money from customers and treat them well or was Jerry just the man.
This is another one of those business book stories talking about how bad customer service will spread and affect your business. Even though it was only a $30 transaction I am now much more attached to buying at Wal-Mart for my auto supplies and would avoid Kragen at all costs.
Anybody else have similar stories?