Today I got a call from REI, they lost my new mountain bike tire and wouldn’t be able to get a replacement in for a week. I explained to the REI bike-master employee, that I use my bike to commute downtown and had planned a few rides with friends this week. He mentioned that they have a better one in stock and that because it was their error, they’d cover the difference in cost. This was one of those serendipitous draws from the Community Chest deck. I get a lot of guff about shopping at REI and spending money on gear but these are the moments that warrant every penny of the experience. This phone call could have gone south and I would be bike-less for another week or shelling out more dough for a better tire. Customer Service is worth paying for especially when you are dealing with things and systems that are vital to your lifestyle.
These moments happen all the time. You’re stuck on the line waiting for a stranger to stop beating around the bush, drop the bad news and get to the point, but instead, a surprise twist and accommodation. The person admits their mistake and gives you a bargain.We tend do define our experience in the losses and under-celebrate the gains. Too often we count the potholes and puddles we drive through and fall in, forgetting the $20 bills found under bar-stools, and all the times we didn’t get speeding tickets. If you learn to appreciate the little victories life will bring you more of them. It’s important to make decisions that put you in an environment where can thrive. There are opportunities everywhere but not in proportionate amounts. Whether you’re shopping for a new jacket or a job, to increase your odds of a serendipitous event, I recommend going to places with great customer service. They attract people who prefer accommodating conversations over hostile negotiation. Places that encourage their employees to share stories and get to know their customers, attract people with similar, open mindsets. I’m not that materialistic. I shop for the experience, adventure and opportunity. You never know who you will meet or where it will take you, but when you have a decent starting point, it’s more likely bound to be somewhere good.
Shameless Praise and Personal Testimony of My 6 Years With REI
As you might know, I’m a bit of an REI fanboy. There are four main reasons. I am an outdoor nut. I prefer educational environments. I like making my choices easier by limiting options to the top quality products, and I love sharing stories.
As an REI member, you also get a 10% dividend from all of your purchases each year and you can return any purchase for the lifetime of the product without a crazy hassle. They believe in the quality of their products this much. I haven’t returned anything that I can recall but that will change sometime I’m sure. I’m about to put a new Osprey rucksack through its paces in Denali National Park, and hopefully it will perform well.
