Thanks to a friend, I have turned into small-time mileage/reward program junkie.  This extends beyond airline miles to bus trips.  I bought a ticket on Bolt Bus for a trip to NYC next week.  I forgot to login to my Bolt Bus account before buying the ticket and did not get credit for the sale (e.g. free bus ride every five or ten rides).  I e-mailed Bolt and asked if they could add the purchase to my account.  31 MINUTES LATER THEY REPLIED!  My mother doesn't even call me back that fast.

Business Analysis: Short, quick e-mail responses to any (even non-revenue generating) inquiries endear trust.  More so, you can handle many more e-mail CS issues per hour or per day than via phone.

www.boltbus.com

 
 

I moved to Philadelphia this weekend.  Great city.  My bicycle had not been serviced in over a year.  My brother, who also lives in the city, reccomended Breakaway Bikes on 19th and Chestnut.  I walked my flat-tired, brakes rubbing against the wheels bike down to Breakaway.  I was no more then 10 ft. inside the front door when one of their hipster come bike techs grabbed my bike and said "let me take a look."  I obliged.

Ten minutes of cranking, twisting, rubbing, and talking later, he looks up at me and goes "this is a good bike."  He releases the bike from his work stand and wheels it over to me.  I ask, "how much do I owe you?"  He says, "don't worry about it, just come back and buy something."  WHAT?  Are you serious?  I was standing directly under signs indicating that a price of a tune up was $50.  I told him that I was floored by his generosity and that my brother was 100% right.  He doesn't ask my brother's name, he just wants to know what bike he rides.  This is awesome!

Business analysis:  The guy gave away 10 minutes of his time to tune up my bike.  It cost him/the shop pretty much nothing.  Now, he not only has me as a customer-for-life but he also has everyone else I tell.  I love when these types of things happen.

www.breakawaybikes.com