Fun employees can turn bad customer experiences into great ones

I recently joined a cycling organization in South Florida. As part of my zmotion membership there was some swag – water bottle, backpack, tire levers, etc. I had two options for receiving my swag – pay for delivery or pick up at their store. A cycling store!!! Cool! Opportunity to spend more money. It was only a 20 minute drive away. I placed my order and received an email confirming the order and instructions on pick-up. The instructions were as follows: Come to an address. (You don’t need that) Park your car at the free valet, come to the 3rd floor, turn left out of elevator and go down the hall . A little odd I thought? Valet parking at a bike store? But a three story store!!!!!!! How cool is that. I can pick up my swag M-F between 9 AM and 5 PM So the next day (Friday) I head to the bike store. …