Epic has a very clear vision for customer service – Simply to provide the best customer experience and service in the industry – bar none. Nikos Kalaitzian, Epic’s representative in Greece is a prime example of going above and beyond, each and every time. While this sounds like a great effort, it’s something that comes with ease, based on a deep passion for the sport, community and products.
Nikos and Dimitri had been loosely affiliated with another kite brand but didn’t really cross paths until Dimitri and he bumped into each other during an Epic demo in Greece, a few years later. Dimitri was looking to grow Epic in Greece and wanted a top quality rep. A mutual friend suggested Nikos and the two later met in Paros and cemented the agreement. Being an Epic rep is a multi faceted responsibility. Nikos regularly tests new products, is a Team Rider, actively promotes the brand and extends his support to all customers. While Dimitri and Nikos don’t always see eye to eye, it’s been a very productive friendship. It’s well known that Epic is super particular about selecting local reps. Nikos is driven by the same passion for customer satisfaction and kiting that Dimitri is. He’s proven, through customer feedback, that he has the chops to grow the Epic in the manner in which it’s intended – by establishing long term, positive customer relationships, one step at a time.
Nikos is also an aggressive snowkite rider who can generally be found in the Greek mountain tops, despite some challenging wind conditions. Nikos comments, “I really wish Epic produce a foil kite so I can use it to more safely explore backcountry grounds. Also I can use it for hydrofoiling. Do you hear me D?” When asked what is rewarding about dealing with customers, Nikos responds, “Seeing and experiencing all the joy that they get from Epic Kites. When they are happy one time I am happy ten fold. Of course like D says ... we can’t make everyone happy, but we certainly try our hardest.”
“I have long term relationships with ALL of my customers. I know them by their first names, and have direct phone conversations when they need me,” He says. While kiteboarding is a competitive market, Nikos has a policy about being open, honest and providing rapid responses and solutions. If there is an issue, he’ll solve it, usually with no cost to the customer. In addressing customer concerns, it’s important to listen and address and explain the cause of the problem as well as openly discus solutions. All of our customers have a voice and play a part in our product development. Upon reflection, Nikos says, “I’m thrilled to be part of the Epic family. It has a really familial feel steeped with good vibes!”