Why is there so little customer service at kiteboarding demo events?
My first kite demo event was recently at La Ventana. I was really looking forward to trying out different kites, but unfortunately, either some companies were not sufficiently staffed or just lacked any initiative or customer service skills. This industry needs help; I think the “too cool†factor gets in the way of making these events as successful as they could be for both the consumer and the manufactures. Just think of all the posts this site would have seen had every rider there got the opportunity to try out all the gear, WOW!
My hats off to Best Kiteboarding. They definitely were very well organized and ready for the demo event. Their staff was easy to locate and at the ready to assist with their gear. Super friendly and informative about their gear. They are a model “demo†team. I really enjoyed flying the Nemesis HP 12. What a fun kite. The only thing that would have made them better would have been the addition of the Corona/XX/Tecate models wearing Best bikinis and catching my kite. What a let down.
Honorable mentions: Eclipse (I like! I want! I need! ), OR, and Slingshot (The REV is very nice).
I have a couple of suggestions for kite companies participating in “demo†events:
1. Have your demo staff wear easily distinguishable clothing. This is simple: Logo shirt with “STAFF†or “DEMO STAFF†or similar.
2. Make sure your kites are pumped up and ready to fly. Kites should be ready for immediate use, not asking the potential customer “do you mind pumping it up?†or “Let me find someone to pump it upâ€. If it is an SLE, pump it up hard, the last thing you want is for a potential customer to experience a “taco†on your kite.
3. Limit the use of the demo gear for potential customers. “Na man, I’m taking it out. Yeah, but don’t you work here?†. Make it up to your employees by giving them an extra hour or two for lunch when you get back to the office.
4. Put your customer service hat on. A genuine smile and a good attitude goes a long ways . Make them feel like you really want them to demo your equipment, go out of your way if necessary. Always look up and be ready to catch a kite or assist in the transferring of a kite/bar to a waiting customer. When they come in, ask for their honest opinion. Maybe even take some notes.
5. Before they get in the water, spend a few moments to educate them about your gear: flying characteristics, bar functions, and anything else that should be known.
6. Approach prospective customers who are geared up and looking at your goods. They are looking because they’re interested in a demoing you gear. You will get a lot more kiters try your product if you make an effort and say "what kite would you like to demo?".
7) Kiteforum members, you fill this in. I'm sure there are other improvements that you would like to see. Now is your chance to tell them.
Well, I said my piece . Now I'm going to take off the pink skirt and put on my camo DaKine Nitrous shorts. I hope kite companies will pay attention and make some changes.