Exceptional service

By Vern McClelland

June 15, 2017 12:00 AM

What defines good service?
Even better, exceptional service?
I have been going to the Lea Park Rodeo north of Marwayne for more than 50 years.
First, it was with my parents.
Then my wife and children.
And for the last eight or so years, with grandchildren.
I remember climbing Snake Hill and racing my friends to the bottom throwing caution to the wind and on the verge of being out of control.
Now I puff walking from our trailer to the rodeo arena!
It always seems to rain at least one day at Lea Park, but the fans, and more importantly, the professional rodeo athletes keep coming back.
Maybe it’s the beautiful setting at the junction of the Vermilion River and the North Saskatchewan.
It could be the quality of the grounds, both inside the arena and the surrounding regional park.
I suspect it is the hospitality of the community.
It takes hundreds of volunteers to pull this three-day event off, and thousands of hours of dedicated effort.
Year after year we get to watch world-class athletes and livestock in action.
There must be a reason
I suspect it’s the “wow” factor of a rural community providing a nationally-recognized program with cheerfulness and pride.
We use the weekend as a shakedown cruise of our fifth wheel trailer before taking it further afield in July and August.
It too is getting older, and despite regular maintenance, the unexpected happens, like a fridge that wouldn’t light on propane.
I decided to drop it off at the Seller’s RV parking lot on the way home Sunday night; hoping they might be able to repair it sometime in the next two weeks.
When I stopped in 9 a.m. Monday morning on the way in to work to ask them if they could find time to look at the problem, they had already moved the trailer into the compound next to the service bay.
Their service advisor showed me the large desktop calendar already full of appointments and said they would work it in, but no commitment as to when.
Imagine my surprise when the service technician called before lunch with a quote on replacing the electronic ignition module, followed two hours later by a phone message to come get the rig.
Now that is service!
It could be said they wanted to get the unit out of their way, or it was an easy fix.
I don’t care; the diagnostic routine was beyond my skill set and it’s the results that count.
If this real estate market ever turns around, maybe we will be trading in our trailer for a newer model.
You know the first place I will go.
On my way home, I thought about what I had learned the past few days.
Service is about not only meeting people’s needs, but consistently exceeding their expectations.
Something to strive for in any enterprise.
Even real estate.
Vern McClelland is an associate broker with RE/MAX of Lloydminster. He can be reached at (780) 808-2700, through www.vernmcclelland.com or by following the Midwest Group Lloydminster on Facebook.

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