If a customer arrives for a pre-arranged bike pickup and the associate is busy with another family, what is the BEST way to handle it?

• A. Inform the customer that he is currently helping another family, but another associate will get the bike from the stockroom.
• B. Tell the customer that he will have to wait.
• C. Suggest the customer come back later.
• D. Advise the customer to go to the customer service line and wait for assistance.

Answer: (A)

Prioritize the customer's pre-arranged pickup by coordinating the right resources and communicating a clear plan. The best approach is to acknowledge the situation and let the customer know that another associate will retrieve the bike from the stockroom and bring it to the pickup area. This keeps the appointment on track, minimizes their wait, and shows the team is actively supporting each other to complete the task. It also sets clear expectations and demonstrates proactive, courteous service. The other options introduce delays or uncertainty (waiting, returning later, or directing to a generic service line) without solving the immediate need.