The customer experience.....

[Blown Motor]

Was curious what the most important thing for you guys as consumers is when it comes to making purchases within our industry? Is it advertising, customer service off the get go, repeat customer service, customer service beyond the norm, easy to use website, always picking up the phone etc....

Basically what would make you want to return time and time again....details and specifics please. If you have taken the time to follow us at all you know that customer service is our number one priority. And that means from the beginning of the transaction to follow up questions months down the road. So we would just like you to take a minute to tell us what means the most to you so we can continue to grow and become better in these areas!

Thanks for your time and feel free to check out the storefront online or in person!!

~1450 Northwest Boulevard, Suite 103
Coeur D' Alene, Idaho 83814~

Anybody looking for some more gear this year?? If you havent heard of us, or taken a look at the site, check out some of our brands that we are carrying!!

Klim
MotorFist
FLY Racing
509
BCA
Coldwave
CastleX
Slednecks
SilverLake Manufacturing
HMK
Divas Snow Gear
GMAX
HJC
Liquid Image Goggles
SCOTT
OGIO
Ortovox
TekVest
SnoBunje

and Many More!!

Plus take a moment to connect with us on our Social Media and Networks!
FACEBOOK ~ INSTAGRAM ~ TWITTER ~ YOUTUBE

 

[PJ-Hunter]

If I were you I wouldn't change a thing. Your FB thing this summer was key and I have heard great things about you.

Customer service and word of mouth is way better than advertising, IMO. If I ever get a chance to ride Idaho, your shop is on the list for places to stop.

 

[xrated]

CUSTOMER SERVICE in any way and all ways.

First time in store, before a purchase, after purchase. Answering questions when I'm still not ready to buy, etc.

There used to be a guy on here thefullmonte, he worked at a motor sports place in the metro area. Just from asking questions on here and dealing with him I have become a life long customer of the store. Even with him gone everyone I have dealth with there makes it easy to go back. Easy returns and or exchanges when presents weren't right. Held stuff from the sales floor if it was the last item and I was headed that way the same day.

They are always good at answering questions and don't seem to mind if a rug rat or wife is getting testy while I shop.


On the other side of the coin I am now done with Pac Sunwear...yeah it is a bigger place but after the hassle I just had trying to exchange a x-mas present that had a bad zipper I won't be going back. Which is tough as I bought over half my clothes and all my board shorts from that store due to deals.

Got the run around 3 or 4 times trying to exchange and then when the exchange wasn't right I got the run around just trying to get cash back so I could go buy the damn shirt/coat from a store that had it in stock.



So BM do you sell fox casual?


PS-if the beer order gets messed up again though I am done with Blown Motor. Even if you did turn me on to Pendleton!

 

[TurboM700]

CUSTOMER SERVICE in any way and all ways.

First time in store, before a purchase, after purchase. Answering questions when I'm still not ready to buy, etc.

There used to be a guy on here thefullmonte, he worked at a motor sports place in the metro area. Just from asking questions on here and dealing with him I have become a life long customer of the store. Even with him gone everyone I have dealth with there makes it easy to go back. Easy returns and or exchanges when presents weren't right. Held stuff from the sales floor if it was the last item and I was headed that way the same day.

They are always good at answering questions and don't seem to mind if a rug rat or wife is getting testy while I shop.


On the other side of the coin I am now done with Pac Sunwear...yeah it is a bigger place but after the hassle I just had trying to exchange a x-mas present that had a bad zipper I won't be going back. Which is tough as I bought over half my clothes and all my board shorts from that store due to deals.

Got the run around 3 or 4 times trying to exchange and then when the exchange wasn't right I got the run around just trying to get cash back so I could go buy the damn shirt/coat from a store that had it in stock.



So BM do you sell fox casual?


PS-if the beer order gets messed up again though I am done with Blown Motor. Even if you did turn me on to Pendleton!

Derail>

Havent been into BC in a few yrs is Monte gone?

Derail<

 

[tudizzle]

Customer service is key for sure

But having items in stock is also a huge factor. Our local shop never stocked anything...sure they would order and have it next week...but so could I..and for cheaper.




Oh and free sled giveaway contests...those are always nice too!

 

[Blown Motor]

CUSTOMER SERVICE in any way and all ways.

First time in store, before a purchase, after purchase. Answering questions when I'm still not ready to buy, etc.

There used to be a guy on here thefullmonte, he worked at a motor sports place in the metro area. Just from asking questions on here and dealing with him I have become a life long customer of the store. Even with him gone everyone I have dealth with there makes it easy to go back. Easy returns and or exchanges when presents weren't right. Held stuff from the sales floor if it was the last item and I was headed that way the same day.

They are always good at answering questions and don't seem to mind if a rug rat or wife is getting testy while I shop.


On the other side of the coin I am now done with Pac Sunwear...yeah it is a bigger place but after the hassle I just had trying to exchange a x-mas present that had a bad zipper I won't be going back. Which is tough as I bought over half my clothes and all my board shorts from that store due to deals.

Got the run around 3 or 4 times trying to exchange and then when the exchange wasn't right I got the run around just trying to get cash back so I could go buy the damn shirt/coat from a store that had it in stock.



So BM do you sell fox casual?


PS-if the beer order gets messed up again though I am done with Blown Motor. Even if you did turn me on to Pendleton!

See folks, that is the kind of things we are looking for as for responses. I believe you are on the right track there X, providing service before during and after, a sale, or even a non-sale. You just never know who the person knows or talks to , or if they will be back in to buy later on down the road. That is why we kind of set up our show room for guys/gals just to come in and chit chat, watch movies drink free rockstar and coffee etc.

As for FOX casual, yes can get it, no we don't stock any. It is hard with FOX when there are 9 bazillion dealers out there that sell it. Both on the retail level here locally, including pac sun, target, the buckle, and a couple other big name chain stores. The other issue that we find is that they have so many dealers that if we order a size run in of something or a few different shirts we get what we order then it is usually gone....plus the motosports lineups are different than the girls/boys back to school stuff etc. Then you have the issues of online, with even more than 9 bazillion dealers haha. its a great brand and a great product just trying to think of a way to sell it better than the next guy so that we can be profitable with the product.

And as for the pendleton, ya its the greatest stuff since sliced bread...and what beer were we supposed to bring to haydays for you? Rainier?

 

[Blown Motor]

Customer service is key for sure

But having items in stock is also a huge factor. Our local shop never stocked anything...sure they would order and have it next week...but so could I..and for cheaper.




Oh and free sled giveaway contests...those are always nice too!

Dizzle, if you are ordering product from a company online and they drop ship it or it takes a day or so to process does that bug ya as long as it's still a reasonable ship time? We stock and back stock a ton, but with over 10k sku's obviously some things are drop shipped. And most of the time in a timely manner. What about if you order something and it is actually unavailable etc? Is there a way to make the customer happy? Upsell them on something else thats similar, make other options etc?

We have seen several times when something is backordered or just flat not available anymore, what would you guys say is the best way to approach the customer?

 

[tudizzle]

yeah I guess that could get expensive to stock...everything.


Good communication...so here we are full circle to that customer service side.


Just be straight forward with shipping times. The worst is "we'll have it for you in a few days"...then it doesn't even ship till the following week.


I always like when I get the tracking info..that way I know the order has been processed/boxed..and I can verify for myself the arrival times.



If something is out of stock...I am always extremely impressed when one vendor contacts another to get the customer taking care of. It lets me know they are interested in keeping their customers happy...not to squeeze out every penny...but because they just want happy customers

 

[aebsledder]

Good post

I would say that you are on the right track just by posting this. It shows you are willing to make an effort to keep your customers happy, which can be next to impossible, especially in the snowmobile world. For me personally, I don't expect a retailer to be able to move mountains. Just be honest with me and manage my expectations to the best of your ability. Ask questions to establish said expectations, and then give me your most honest answer. Pretty simple for me.

 

[xrated]

Olympia dangit!!!!!!


I'd say if something just isn't available due to whatever and the customer paid, either refund them or yeah bump them a bit.

I had that happen on a deal with some gloves a few years back and when they realized the glove wasn't available they upgraded me to their top line glove at the lower price. Guess what, for as long as that company is in business I'm buying gloves from them.

I'm not saying a huge upgrade or even all the time but on occasion I think it can and will benefit the company to eat that small cost as it impresses the customer and happy customers talk.

Heck search glove threads on here and I know you will find me preaching about what great service I had with the folks at True Adventure gear.

 

[coolm7cat]

customer service and communicating with the customer. i have order parts and needed them the next day and their web site said they were in stock and i have'nt heard anything from them for a few days. i call up the company to find out what's going on and the guy says the parts are on back order. but i paid for next day and the parts guy acts like he does'nt care. that is when my business is done with that company. sorry for the rant.

 

[trinitypowder]

A few years back when I was doing the roadracing thing, I came across Sportbike Track Gear. They have tons of very informative Youtube videos on different products(great idea BTW)and a great internet site-they have EVERYTHING that a sportbike guy would want. I ordered from them four times before our "love affair" unraveled. I had two internet orders that were never filled. I got the whole conformation email deal, but a week later, no product. So, a couple of phone calls got me in touch with the manager and told him about my past two deals with them. I got they whole "Im very sorry about that and you matter to us" speech. So, I give them another shot, and guess what? I got short changed again. I placed an order for two seperate items-via the PHONE! " Yep Ike, everything is here and shipping tomorrow". A few days go by and no tracking number email. So I make a call and ask what's up? " Im not sure....should've shipped already". Ok, please hurry as Im trying to catch the next track day, I say. So, a few more days go by and nothing. This time I shoot an email out and get one back saying that my $300 brake pads we're on BACK ORDER. I make another call and the guy says, "yep, they are on back order". I say "WTFruit?!!! You guys are impossible. Cancel my entire $600 order and thanks for assuring me that you will never take care of me again". I spent $3gs with this company. So, to answer your question, keep doing what you're doing and dont do that

 

[Blown Motor]

customer service and communicating with the customer. i have order parts and needed them the next day and their web site said they were in stock and i have'nt heard anything from them for a few days. i call up the company to find out what's going on and the guy says the parts are on back order. but i paid for next day and the parts guy acts like he does'nt care. that is when my business is done with that company. sorry for the rant.

Ya that is a huge bummer CoolCat, and I definitely get the frustration. One thing that we do to somewhat eliminate that happening is only offer ground online, unless you call in to get it shipped expedited. and all of this is stated under our shipping terms online. This way you get the best price possible for shipping, we can double check that the item is available and even set it aside if need be(even when we show we have one item, there could be three other people viewing the one item and buying it at the same time), and then get it out the door right away. Same day processing is strived for but not always the case, and if we have the customer call in it is usually a guarantee to get it done same day if the product is available.

But now let me hear your thoughts on this, does this policy for us turn you away because you would rather be able to click one button and not have to pick up the phone? No right or wrong answer, just learnin

 

[coolm7cat]

i kinda have bad hearing so it makes it easier for me to order off the web.

 

[snowmobiler]

cheapest wins

 

[kcdavidak]

and i like to talk to an actual person when i drop the coins ,met some great guys and gals .and they get to know you and realize what your'e about ,like fast ,slow slick cool gadgets. just how serious you are about the sport. and you can tell if the person will be a continuos customer . yep and when shipping just tell it like it is ,called in at 4:00 pm tell em it wont go out till 3 next days pick up time. and if you don't have it let us know it's 3-4-5 days out and call when you have it and shipped. treat everybody with respect and you'll have customers for a long time . looking forward to seeing what you may have for my needs.

 

[Blown Motor]

cheapest wins

Does the cheapest win time and time again for multiple purchases if the experience is terrible? At what point is a hassle not worth 10-15 dollars in savings?

 

[TurboM700]

Cheap helps me get in the "door" but once I'm in there timely shipping and a easy to navigate site helps me come back. I have a very short attention span and If i cant find what I want quickly or it doesn't have all the information I will go someplace else.

For example I buy all my turbo piping, fittings, bov, etc from one place. There website is easy to use they have upto date stock information and when I place my order on a Monday I will have the complete order on Wednesday. Sure there are cheaper sites out but not with this inventory and how fast they can ship things out.

Another thing I like is customer feedback for the product. I have used this more and more these days to ad in making my decisions.

With all that being said you guys seem to be running a great business. My wife bought some Klim stuff from you at Haydays and the guy was super helpful and fun to talk to.

Keep up the good work.

O yea get some go-pros in.

Mike

 

[Blown Motor]

Mike, thanks a ton for the reply. I think you hit it on the head, cheap or affordable gets you in the door but service keeps you there. 90% of our products are all MAP Priced so the price is what we are told it has to be. Unfortunately our distributor Tucker Rocky for Go-Pro is oversold right now, I have all the accessory stuff here at the shop etc, but none of the actual units. I knew the 3 was coming out way ahead of time so I didnt stock up on Hero2's because i would be sitting on them.

Seems like the big stores like best buy, target, cabelas, etc are getting most of the shipments of them....I have had an order in with my ditributor for months... Canada is like three months behind the US, they havnt seen any of them is what the rumor is...

We will be ready when they come available, I even bought one at Best Buy for full retail just so I could use it and be able to answer customers questions when they have them.

 

[Blk88GT]

Blown Motor - How long have you been in business?

I only ask because I have never heard of you until this year. Maybe I've been in the dark all along and should be blaming my American friends?