Tag Archives: Fitness

Keeping Great Customer Service Up and Running

A few weeks ago I wrote a blog highlighting my great experience at The Running Room. At the same time I was dealing with The Running Room, one of the SQM employees directed me to another shoe store that she’s been dealing with for years, known as Running Free, and in particular the Ajax location.

The owner, Steve Ockrant, immediately called me to introduce himself and while he suggested it was best if I came in, due to his schedule and distance he offered to bring some shoes over to my office, for me to try on. Realizing he was doing me a favour, due to our mutual friend, I must say I’ve never had such special service for a retail product!

Steve came, we chatted, and he brought six pairs of shoes for me to try on. Based on the sizes and styles he brought, he was able to narrow down the shoes that would work best for me, and then a few days later he returned with more shoes. He even left me with a couple of pairs for me to walk around the office in before I made my final decision.

Although I returned both of the pairs that made it to the shoe finals, I eventually made it out to his store where two of his amazing employees found the perfect pair for me.

If you are ever looking for great shoes, at a great price, but more importantly amazing and knowledgeable staff go to Running Free, ask for Steve, and mention my name.

Running Free

(416) 410-3733

www.runningfree.com

 

Add Comment

The Running Room: A Company Running with Great Customer Service!

People Cheering for the Running Room at an event

Over the last few weeks, I’ve written about some of the challenges facing the retail industry, and highlighted some retailers that are changing the way they do business. Recently, I’ve come across another company that really seems to capture the essence of customer service, as it clearly comes from the top down.

As anyone who knows me well can tell you, I really have a difficult time finding shoes that fit me. While I’ve frequently gone to The Running Room for my daughter’s shoes, I never seem to find anything that works for me, so an employee suggested I go online for a wider variety of their shoes. They told me that there are no shipping fees or returns fees involved.

I thought I’d take a shot at it and (of course) immediately ran into an obstacle when the one pair of shoes I really liked were not available in my size. They had every other size except mine! Throwing up my hands in frustration, I decided to put The Running Room to the test and I contacted their head office. Their head office phone number is answered by a recorded greeting of their founder, John Stanton, and includes an option of hitting a button to speak directly to John. I wasn’t expecting to speak to someone, but to my surprise, he immediately answered.

I had a lovely chat with John, told him my problem, and without hesitation he offered to find someone to help me and said I would get a call back in just a few minutes. Not fifteen minutes later, one of John’s colleagues called me up, asked me some questions about my needs, did some research, and found me some options for shoes that would work for me.

While I was given the option of picking the shoes up from the store, it was easier to have them delivered to my house and within a few days, I had a pair of shoes that fit and easily returned the others that I chose not to keep.

It’s rare to find a company that goes above and beyond to keep customers happy, and it’s even more rare to have a President who is as accessible as John is (answering his own phone). Clearly, The Running Room gets it. Thanks to John and his team, I now have a pair of running shoes that fit my needs….and my feet!

The Running Room
1-800-419-2906
https://www.runningroom.com/hm/

 

Add Comment