The Cog in Your Customer Experience Strategy
At the shop, they were able to remove the stubborn cog in a few minutes and the service guy walked me to the register. “That will be $17.64,” he said. Hmmm, I thought. It was a bit more than I expected, but certainly worth the time and effort I saved not fighting this with a vice, torch, and other Medieval devices. “Really?” I asked him, wanting to confirm that was the correct amount. The line item in the receipt read FREEWHEEL REMOVAL – and my project was a cog removal. He confirmed. I shook my head, paid and left.
