When the sh*t hits the fan and you loose a customer.

So as a small business owner I make mistakes. I sometimes say politically incorrect things, misinterpret what a customer is in search of or just not pick up on the signals they are sending.

Lets be honest, we all do those things but as a business the impact is 10 times what they would normally be and things get blown way out of proportion quickly.

An example of this: I had a customer that is awesome, a joy to talk to and some one I thought was a friend; Until they weren't. So I would ask hows your stuff, is it working OK, is there any thing you would like to change, and the answer was usually it's good but... so we would make a clicker adjustment and it seamed they were happy go lucky again. Well this went on for a while till I see them with another companies decals on the forks and they can't look me in the eye, Wait; what's going on here. A long while goes by, I reach out a few time and get nothing but crickets all in the search of what I might have done or not have done.

Dose this sound like something you might have done to a business owner in the past or maybe this was done to you after doing what you thought was a good job.

I never got a strait answer from this person, they would say something to me when they had to deal with me then tell others stuff less than flattering, most likely knowing it would get back to me.

As a suspension tuner I am used to peoples hi-expectations and not always being able to reach the goal set out, some want there suspension factory level on a trailer park budget. Others think because they read about some incredible set up for some person they never met and are not even close to as fast as, those components / settings are what they need. Some times it is a persons personality that ruins a working relationship yet they have money to burn.

Being a tuner and not a parts changer I have to rely on you the customer for feed back, I then make changes based on what you told me. A dyno will only get you so far, to find a personalized setting you need seat time and lots of different track conditions. At times changes may go in a different direction and you need to be aware of what is happening and why it is happening.

Customer feed back is the holy bible of suspension tuning, with out feed back good or bad " not always easy to take " you will never progress. I learn from feed back, in turn it allows me to do better work.

It is upsetting when some one goes to a company that they are just a number at and even more so when they are happy about the decision. On the other hand it is sweet taking a customer from one of the cooky cutter shops and showing them what their suspension could be like if listened to. At the end of the day we at Racers Choice just want you to be happy and we promise to do our best work on your suspension. No compromises, no excuses; we will work hard to earn your trust and in turn your business.