Shno's House of Z

[mkorgan]

Originally Posted by RazorZL1

If you bend over backwards for 1 it will haunt you, if you bend over backwards for all, your business will thrive. That is how Costco made it to the top.

As a small business owner, I will attest to this as being accurate. The referral business you get from going over and beyond will far exceed the frustration of a few bad apples. I have lived by this motto for 16 years of running my own operation and it has served me well. Best of luck.

[ShnOmac]

Originally Posted by JusticePete

Guys,

Thanks for the comments. I needed to hear from outside my house. We always do more than we should when it comes to service. Sometimes we fail. This time it was some of both. Next time, we'll bend the rules to the benefit of the client and improve our execution. Everyone expects great parts from us, but the guest experience is the most important thing we we make.

So why is there is still a little voice whispering in my ear... send him a tracking number, but ship it to the wrong address.

I like the hidden message...


Tough situation Pete.... Number 3 has it right, chalk this one up as a learning experience.


Y'all could move Pedders to WA and I could help run your customer service... just sayin.

[ShnOmac]

Pete, actually my joke gave me a idea....

Maybe create a position that mainly focuses on customer service issues so nothing falls through the cracks? Obviously they would have to perform other task's around the office but when a issue arises that is their sole focus.... kind of like Q/A for customers.

[JusticePete]

Originally Posted by ShnOmac

I like the hidden message...


Tough situation Pete.... Number 3 has it right, chalk this one up as a learning experience.


Y'all could move Pedders to WA and I could help run your customer service... just sayin.

I knew the Head of Rebel Force Intelligence would find it!

[tramtwo]

Your rep is worth more than a few parts... throw in a hat and an autographed glossy of that hot pedders babe.

4711 Jefferson Highway, New Orleans La. 70121

[Number 3]

I don't own a business and not sure I could.

But as you know, Pete, there are several other businesses out there that claim to do what you do. In the end they can just copy the product and be nearly equal.

From my experience, service is what will always set you apart from your competitors. Outstanding service is much harder to duplicate than the product itself. At some point you can't have a better product as too many will simply try to copy you.

Premium service for premium products.

That said, retribution for a PITA customer is probably seeming like a good alternative. But I think you know better.

[JusticePete]

Originally Posted by Number 3

I don't own a business and not sure I could.

But as you know, Pete, there are several other businesses out there that claim to do what you do. In the end they can just copy the product and be nearly equal.

From my experience, service is what will always set you apart from your competitors. Outstanding service is much harder to duplicate than the product itself. At some point you can't have a better product as too many will simply try to copy you.

Premium service for premium products.

That said, retribution for a PITA customer is probably seeming like a good alternative. But I think you know better.

The part shipped today to the right address

[Number 3]

Originally Posted by JusticePete

The part shipped today to the right address

Well all our comments aside, we knew that was going to be the final answer now didn't we.

[JusticePete]

Originally Posted by Number 3

Well all our comments aside, we knew that was going to be the final answer now didn't we.

[2cnd chance]

Pete wins!

[Number 3]

Sooooo if the government is shut down did they shut down the people collecting the taxes? I didn't think so.

[JusticePete]

Originally Posted by Number 3

Sooooo if the government is shut down did they shut down the people collecting the taxes? I didn't think so.

It was on the news that all audits are suspended during the shut down, but technically an audit isn't collecting, or is it?

[*007]

1. Did you ever ID the problem? If so, was the problem caused by a Pedder part? I didn't hear the answer to that. I would think that, ultimately, if you had a part failure you want to know about it so the research will help you out in the long run (despite dealing with a gruff customer)... He may have alerted you to a legit problem???

2. Shipping is shipping. Ya, you owned it. Not a biggie. But, it was his ultimate arm twist I guess. I'd just let it slide.

3. You never know what is going on in peoples lives, so if you have a little room for forgiveness, which all who seem to know you agree you are one of the good ones, your posture will come back and serve you with more orders! There is nothing like your integrity. And Kharma. And you do have it. So that's the end of story.

He was threatening your cred and livelihood. Always upsetting. But you know what happens when the player reacting with the punch back is the one who gets flagged..... I believe I've seen some of that on the internet with a famous Mr. HT Hennessey..... by some irate customers. And you know sometimes when you roll in the mud with the pigs, you're gonna get dirty. As he did on some forum. I don't know if it had any lasting harm on him, but I sure recall the issues and they remain a question in my mind if nothing else. He got personally involved on forums.... defending ... and defending..... and.... oh well.

You are CLEAN! And this proves the fact that not only "can" go above and beyond - because you are successful and care about your profession, you "do" go above and beyond. There will always be decisions on the fringe, but they don't amount to enough to warrant getting upset. Don't get in a pig fight ever!!!

[gen=5]

God this has to be the most lenghtest thread about nothing it seems so heres a Z ZL1 but sttill a Z to look at lol