I’ve long been a fan of Les Schwab Tires since becoming a customer in Reno 4 years ago. Perhaps it was the free tire rotations, the free fixing of flats, even though I had spent no money with them at that point.
Since then, Les Schwab Tires is my single source for anything related to tires, shocks, alignments, etc.
This morning, I decided that I needed the alignment checked on my SUV. Where to go? A few miles to the firm I grew up using in Santa Clara or drive about 15 miles to the Fremont Les Schwab? The answer was easy. I drove to Les Schwab.
I asked that they check the alignment, rotate the tires and check the inflation and tell me if they thought my shocks were in proper working order. I told them I had not been happy with the ride for several months.
- To my surprise, I was told that I had arrived with 2 flat tires–both had foreign objects in them. Price to fix? $0.
- The shocks needed to be replaced. No big surprise. California’s roads beat the heck of them. You see, I replaced them 35,000 miles ago at a Les Schwab and, much to my surprise, they came with a lifetime, unconditional warranty. They aren’t even charging me labor to replace them. Price to fix? $0. [By the way, Les Schwab told me about the warranty–I had no idea. They could have charged about $275 to replace the shocks and I would have never known the difference.]
- The alignment was out. Price to fix? Less than $60.
Tires and shocks are a commodity business by any standard. Many firms are in highly-commoditized businesses. Les Schwab is a stand out in its industry. What is your business doing to stand out in yours?
Les Schwab continues to exceed my expectations. And, for that, I put them in my Business Execution Hall of Fame. Congratulations!
Dave Gardner, Gardner & Associates Consulting http://www.gardnerandassoc.com