Why Trek Customer Care knows about garage doors

'In the past, we averaged a call each day from a befuddled customer whose garage door had gone haywire. We can all relate to the feeling: you're alone, at the end of your rope, facing the complexity of wireless device programming. You just want to talk to someone who can help.

There was something decidedly un-Trek about delivering the line, “Sorry, you have called the wrong number”, then sending the caller off to start a new search for a solution.

So, we stopped. Instead, we put ourselves in the caller's shoes and asked, “What would we want in this situation?”

The answer was obvious. A Trek Customer Care guide started researching. He went on the other company's site and learnt how to troubleshoot and address common problems. He became the in-house expert on garage door openers.

We still get calls from people standing in their driveways. “My garage door is stuck,” they say. “I need help.”

And now we say, “We've got just the guy for that.”

After all, isn’t opening doors for people what great service is all about?