All too often we're quick to scream when we're not happy, and not quick enough to formally acknowledge when we receive exceptional service and care.

I have received exceptional service and care from Kellen at Craven Speed and I want to acknowledge him. He understands customer service and walks the walk!

Week before last I ordered the Craven Speed Short-Shift Kit (SSK) for my MINI. At the same time, I ordered a custom Whalen shift ****. Both arrived last week and will be installed next Tuesday night (my designated "mod night").

This morning I opened my email to find a message from Kellen. He was wishing me a nice weekend, inquiring about my satisfaction with the Craven Speed SSK, and asking for photos of the set-up with the custom Whalen.

Kellen had charged my credit card, shipped the product, and hadn't received any complaints from me. In the minds of many vendors that would make the transaction "complete". Not to Kellen - he makes it apparent that the transaction is not complete until the product is installed and the customer is happy.

THAT is customer service! THAT is how you obtain, and retain, customers! THAT is how you build a successful business and become the best-of-the-best in your market niche.

Thanks, Kellen! You made my day

 

I ordered a little dipper. It came , I installed it , end of story...............well not quite. About a week later another one appeared so I called them up and was told there was a problem with the design of first one and would I mind shipping them back the original, which I did as they had included a shipping label with the second on. I've read a few posts about people who were not as fortunate as I and the original design had deposited a broken piece halfway to the oil pan, but I also read that they reimbursed people for the removal of same. First class operation IMO.

way to go Loren et al!

 

am I allowed to bump this thread?

 

I can definitely speak on this. Kellen hooked me up!! I only wish he would have gotten a bit more of the help bug and hook me up with the other bits I begged for