Originally posted by South Bend Clutch
My name is Peter and I own South Bend Clutch. ... To get to the point, as a vendor, would it be better that we just read and remain silent and correct the problem with the individual behind the scenes or bring it to the table for all to add their opinion? ...
IMVHO, I think it depends on how vocal the customer is and how many such customers a vendor has. That is, he has to gauge the situation. If it's just one customer, the problem should be resolved quietly. It also depends on whether the customer is right or wrong. If right, the problem should be resolved quickly every time. If the customer is wrong, the vendor should correct the problem once and politely inform the customer of his own culpability.
For example, years back, I worked in a small cabinet shop. We turned out probably the best custom kitchens in NE MA. The owner's philosophy was that the customer was always right the first time, regardless. He had one customer who complained about the finish coming off the cabinets. Al, being no fool, stopped by to check the cabinets just about after dinner, when the dished were being cleansed and put away. He saw the kids putting dripping wet dished into the cabinets, with water draining down the cabinet faces. He refinished the faces, then told the customer that the finish came off because the dishes were put away dripping wet, and that he would not refinish the cabinets for free again. (I'm sure he said this in a most politic manner. )
I recently bought JRE's 4" turbo-back exhaust, with muffler. Mis-reading the instructions, I cut 5" off one of the pipes. When I realized my mistake, I called and asked to purchase a 7" length of pipe and a hangar. Ted sent me the pipe gratis and charged me for the hangar and shipping, which was *far* more than fair since it was *my* mistake. I should ask him sometime if a resonance maxing out at 2350 RPM is normal for that system.
On the other hand, if a vendor has several (or more) customers who are vocal about problems, it would behoove him to investigate a bit. He might find he has a systemic problem that needs addressing. If so, he should publicly acknowledge the problem(s) and solve them. If it was simply a training/knowledge/procedural issue, he should announce the resolution. If the resolution involves an abrubt personnel change, tact might suggest not broadcasting the solution.
I don't know if it would be proper to ask a re-gruntled customer to also announce his satisfaction. Perhaps he need not ask - the customer should do it on his own.
All in all, complaints, responses, resolutions and trumpeting should always be handled tactfully. After all, that's what civilization is all about - resolving problems without resorting to physical, verbal or psychological interpersonal violence.
It all comes down to the three things we should all try to perfect every day: communication, communication, and communication. In all of our travels, it doesn't matter what we bring with us, or even who we bring or who we are. What matters is sharing our thoughts and ideas clearly, communicating our individual points of view for others to understand; it's up to them to accept,or reject it, and up to them whether or not to modify their own point of view.
Fest3er
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