""If you want to know how to make a business work in a down market, ask Tony Hibbetts, the Service Manager of the Ride Now, Peoria store. The secret is value. Not just the value of getting what you asked for, for the agreed price, but the intrinsic value of getting the best of an organization. Here's my story: I'm driving my 2006 Stratoliner (with 87,000 miles) up I-17 at 5:30 on Friday, the start of the Memorial Day weekend, when the bike starts feeling strange. I exit on Bell Rd. and realize that I have a flat on the rear. Well, I'm on my way to move a medical trailer, there's a commercial electrician on site waiting for us. The clock is running and so is the tab. I call Tony directly and explain that I'm stranded and asked if there is any way that I can get the bike moved to the shop. With the phone line open, Tony starts calling and paging people around in the store. In less than five minutes he has made arrangements to have Justin Renninger hook up a trailer and get to where I am. In a few minutes I call back to see if there is a tire in stock. Tony explains that there is a tire and that I should be seeing Justin any minute. Also, Tony explains that the bike will be ready that night for pick up. Sure enough, in just a couple of minutes Justin is parking the trailer and we start loading the bike. When we get back to the shop, Chris Pattie is waiting to install the tire. He knows he will be there after hours to finish the job (keep in mind, it's a holiday weekend). Gentry Clemer is there too asking which of the two choices of tire I would like. I make my selection and the invoice is printed up. We work out the details for pick up later and I pay my bill and got to the job site in north Scottsdale by 6:30. That night, I picked up the bike and the next morning, took it to Flagstaff. I don't know if the Ride Now organization has a recognition program. If you do, please add these men for consideration. They went the extra mile when it mattered to a customer and should be rewarded. Here are the names of those involved: Tony Hibbitts Justin Renninger Chris Pattie Gentry Clemer If I can be of any assistance or if you have any questions, please feel free to contact me at your convenience.