Founded in 2016 and 100% kiwi owned, MeloYelo’s philosophy from the outset has been to do what’s right for the customer. That means we believe in asking the customer questions about how they will be using their bike and what sorts of distances they will be covering; we believe in educating our customers – providing them with the kind of knowledge they need to make informed decisions; we believe in fitting the bike to the customer so that their riding is as comfortable as possible; and we believe in delivering the kind of good old-fashioned customer service that is hard to find these days.
The first answer was that we needed to find agents whom our customers could relate to and trust. Since the vast majority of our customers are baby boomers, we set out to find people with life experience to represent us – people with the same set of values as our customers – people who would take the time to educate and inform our customers and not come across as a pushy salesperson.
The second answer was that we needed to be able to directly train the people representing us. We have a comprehensive training programme, a wealth of online learning resources, and a National Service Manager who builds a trusting rapport with each of our agents. Our training is not only about technical knowledge, it is also about building a trusting and long-term relationship with our customers.
Hand-pick individuals – not businesses – to represent us. Find people who share our customer-focused values, and not be concerned with their age, nor be concerned about them preferring to work from their garages at home. And, in the few cases where we are represented by bike shops, make sure that they accept and adhere to our customer-focused philosophies.
We can pat ourselves on the back till the cows come home, but what really matters is whether or not our customers appreciate and value what we’re delivering. You can read loads of customer reviews here. But here are a few snippets:
We’ve written blogs that cover most of questions
people have when shopping for an ebike including: