At RigMore, there are always stories with a human face. Our founder, Bill, has always believed that “serving the people” is not just a slogan, but a practice. Only when we put our heart and soul into our customers can we earn their trust and support.
One day, a young white man with a travel backpack came into the RigMore headquarters store. He had seen a bike on Facebook for $120 and was excited to buy it. After making his selection, he rides off happily. However, a short time later, he returns with his bike and says, confused, “There's something wrong with the derailleur, the chain fell off.”
With the front desk temporarily unoccupied, the boys from the warehouse department rushed to help and reported the situation to the team's WhatsApp group. Bill quickly saw the message and realized it was a common problem for novice riders. Bill has always been an advocate of attentive service and that every customer deserves the best help and education.
While the team was busy trying to resolve the issue, the employee in charge of inventory noticed that a higher-value, high-end bike was missing. After pulling surveillance, the group realized that the backpacker had swapped his problematic car for the high-end bike and hurriedly rode away when no one was looking.
This sparked a tense discussion, with some suggesting calling the police, but Bill calmed down and decided to handle the matter with understanding and trust. He has always believed that people are sometimes just cornered and need help, not punishment. So the salesman contacted the backpacker, who explained that he had a real emergency, was completely unaware of the difference in price between the two cars, and promised to return it the next day.
The next day, the backpacker did return the bike as promised. He looked nervous and waited for the store clerk to process his refund. At that moment, Bill was negotiating with a valued customer in the store. He instantly recognized the backpacker and immediately paused his conversation to greet him with a smile.
“I heard you had a problem with your car,” Bill said in a friendly and sincere tone, ”can you show me what's wrong with it?” Feeling much more relaxed, the backpacker followed Bill to the display area. They chatted and Bill patiently explained the mistakes that novices tend to make when riding a shifter bike and gave practical riding advice.
Bill further inquired about his needs, and when he learned that he needed to use his bike every day to go to work but had a limited budget, Bill decided to offer extra help: “We're willing to send you a more advanced refurbished bike that performs very well for daily riding and doesn't have to worry about frequent repairs. In addition, I'll extend the warranty for you from 30 days to 3 months, completely free of charge.”
The backpacker was surprised and touched, his gratitude was overwhelming and his eyes were full of sincere thanks. He took the new bike for a test ride and left satisfied, with a deep appreciation for RigMore.
This is the spirit of RigMore. As Bill advocates, “Serve every customer with sincerity and understanding, and they will naturally return the favor with trust and support.” Stories like these not only communicate the core values of our brand, but also make everyone who comes into contact with RigMore feel warm and cared for.
