I Wanted New Shoes, But Got a Lesson in Customer Service Instead

What’s better than a vacation?

A wrestling tournament.

My wife may not agree, but when the opportunity to wrestle presents itself, I’ll never say no.

Three of our four kids wrestle, and it’s done wonders for their confidence and work ethic. So, when I heard about an open tournament just five hours away from where my family and I were skiing in Whistler, British Columbia, I knew I needed a plan.

But mostly, I needed shoes. I couldn’t wrestle in ski boots.

It was Friday evening on a holiday weekend and stores were closed. Snow was coming down, and the tournament started in less than 12 hours. I started Googling.

I came across a company called Big Kahuna, a dealer of sporting equipment, apparel, and accessories across all of Canada. Their slogan: Think Big, Service Bigger!

It was a long shot, but I gave them a call. I was pleasantly surprised when a woman picked up the phone. Marsha said that they were closed but she and a few others were there doing inventory. I explained my situation.

 “What size?” she asked.

I told her.

“When can you be here?”

They were a couple of hundred miles away. I’d have to stop by before the tournament—at the crack of dawn the next morning.

“Hang on,” she said.

And then, 30 seconds later: “Jerry, our warehouse manager, would be happy to meet you at 5 a.m. tomorrow.”

Incredible.

We pulled up outside the store at 5 on the dot and found Jerry waiting with a box of shoes and a smile. I made the tournament in the nick of time, ready to spar, thanks to the team at Big Kahuna

In Hawaii, kahuna describes a wise person or shaman. Big Kahuna is taking that definition to heart. In my 35 years in the business world, I’ve never encountered a team so willing and able to help. This was over-the-top customer service.

Sure, I’m grateful for the shoes, but I’m even more thankful for the reminder that going the extra mile isn’t always enough. Sometimes you need to go two miles. And do it in the snow, at dawn, on your off day.

Companies that consistently provide that level of insanely awesome service will always come out ahead.