Having our own local, in house service department is actually one of our biggest secrets to success.
It's a host of reasons why this matters. Some of them are obvious and some of them are a little more subtle.
The first is very straightforward. We take care of our clients, and there's no better way to show that than when you're not always selling them something new, but when you're just taking care of them and trying to maintain their equipment. It shows a commitment to the client.
It also shows a client that the equipment we carry is of a certain caliber. We're only carrying equipment that is very serviceable and very reliable. When you are actually the person (or company) that has to service the things you sell, it means that you really want to carry equipment that isn't going to cost you extra money on service trips.
It's also a huge differentiation in terms of the client experience. When you have an expert who can diagnose and get parts and take care of a client, you create the right experience for the client. When you're using a third party, It is a completely different and unregulatable experience. And often, companies that are using third parties are using the cheapest and therefore the worst tech they can find.
After 25 years in the business, you would never believe how often some online dealer with no local footprint calls us end asks us to fix something that they had drop shipped to some unsuspecting client. It happens weekly. Some poor client bought something online, and it was low quality or damaged in shipping or both, and the internet guys call and ask us to go fix it. Or to go deliver it, sometimes. There is absolutely no customer experience and no accountability with these companies.
It's also often that poor, frustrated client that finds us after they've spent weeks getting the run-around from these clients.
And this is frankly how we've kept some clients for over two decades. They've worked with me that whole time because of the circle of service, from expertise in selecting the right product to expert delivery to service, all phases are handled through us.
And this is frankly how we've kept some clients for over two decades. They've worked with me that whole time because of the circle of service, from expertise in selecting the right product to expert delivery to service, all phases are handled through us.
And that's why local expertise is the only way to really build a client base. Drop us a line if you need service or if you'd like to understand how we design home gyms that keep clients with us for decades.
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