Things have been rough around the shop lately, and frankly I've been feeling like we really may not be able to make it. Basically sales have been good, but our debt load is high, and the banks just are not lending. In fact we were turned down on Friday for something that we thought was a sure thing, and that we were counting on to keep us afloat.
We've had to lay off employees, and that was hard. Our employees are family to us. Of course they ALL volunterred to work for free. I guess that says something.
It just really sux because we have people praising us everyday about our service, and how friendly we are. In fact when we moved around the corner people came in relieved because when they pulled up to the old shop they thought we were gone.
Anyway, so Friday I was really down about it all, and then I opened my email and saw this....

Tony and Everyone at Estrella Mountain Cyclery,
I wanted to thank you. I wanted to let you know that you went above and beyond what my expectations were when I walked into your shop last week. I should have known that it was going to happen when I broke my seat post while riding out at FINS and fellow FINS rider Mike told me about your shop and how you would take care of me.
I was expecting to purchase an aluminum seat post you had in stock to replace the broken carbon one. You didn’t have a seat post in stock for my bike but you looked up comparable seat posts that you could order. Then you offered to replace it with one of the posts from a bike for sale in your shop for a great price – amazing!
Not only did you amaze me with the seat post solution, but also the tune-up. I have taken my bike to over 15 shops in the valley and your tune-up cost was the least expensive and most inclusive. Not only were my wheels trued, brakes topped-off, pivots checked, shifting dialed, suspension checked and creaked fixed but you also washed, scratch that – detailed my bike. I have only had that happen at one other bike shop in the valley and I think it shows that you really care about bikes and your customers. Maybe its just me, but when I get my bike back cleaner that when I brought it in it just feels right. At some others shops I have picked up my bike after a tune-up and it rides worse than when I brought it in, but not at your shop. My shifting was flawless, my suspension felt more plush and my brakes were the best they have been.
But the best part of my visit is that you offered a demo bike, FOR FREE - not to rent, to ride the rest of the long weekend. You had never met me before and were willing to help out a rider so he could ride! I was able to get out and ride three more times over the long weekend. And when I did bring it back, it was already past closing time but you said not to worry about it, that you would be there – again, amazing.
The last and one of the most important things I look for in a bike shop is the people who run it. Everyone in your shop made me feel welcome and treated me as if I had been coming in for years. No offense to other shop owners and employees, but the attitude and atmosphere of most shops are elitist and act as if you are an idiot.
I have already told a dozen people about my experience and plan to keep telling as many people as I can because when someone astonishes me they deserve to be rewarded.
I wish you and the shop well and will be in soon!
Thanks,

Matt

THAT was what I needed, right when I needed it. It was proof of what I knew. That we are offering a service in the community that is needed/appreciated. We HAVE to find a way to make it work. So we started working the phones, and were able to rally support. Thank god for family!!
So we are moving forward, determined to make this thing work.

I guess the moral of the story is, when your lbs goes above and beyond, shoot them a quick "thanks" email. Even a short one. You never know what kind of an impact a simple email can make.