I won a competition from Pearl Izumi earlier on in the year when I was living in the US, and my prize was a pair of new shoes. Unfortunately the wrong size came my way so I asked if I could get a swap. Kody at Pearl said that I could not only keep/give away the original pair, but that a new pair would hit me soon enough. So time went by and I moved back here to the UK. And I wondered if there was a problem, but didn’t ask because they were a prize, a freebie, and sometimes things just get forgotten even with the best of intentions. I know guys are busy, and all that. So I sent a chaser. Just to ask… When these (above) turned up this morning I was exceedingly happy! And two pairs – the SyncroFuel road version and the XC one, too!!

Kody, thank you very much for this. This is fantastic customer service and I am most grateful. It’s a great example, and if other firms in all sectors took notice of this kind of approach they would also reap the benefit of new fans and customers down the line.