Re: [Harp-L] Customer Service

[Robert Ross <robertaross@xxxxxxxxx>]

Thanks Vern,

I especially appreciate this coming from you since I really admire
your Hands Free Chromatic - I am strictly a diatonic/blues player,
but your HFC is so creative, innovative and well-crafted that it
makes me wish I played chromatic! I just might start just so I can
buy an HFC some day ;-)

- Robert

--- Vern Smith <jevern@xxxxxxx> wrote:

> 
> ----- Original Message ----- 
> From: "Robert Ross" <robertaross@xxxxxxxxx>
> To: <harp-l@xxxxxxxxxx>
> Sent: Sunday, March 23, 2008 8:50 AM
> Subject: [Harp-L] Customer Service
> 
> > ........The biggest mistake that small business owners make is to
> believe
> > they are in business to sell something. Nothing could be further
> from
> > the truth. You may have a lifelong interest in a product or
> service
> > so decided to start selling it - but once you enter the business
> > world your love of the product is secondary to the real truth -
> you
> > sell customer service. not products.
> 
> Amen! A couple of years ago, I solicited customers for a joint
> effort to buy 
> metal 270 combs from a CNC machine shop.  I collected everyone's
> money, 
> placed the order with the shop, and did not receive delivery for
> months!
> 
> A sure way to enrage a customer is to charge his card, fail to
> deliver 
> promptly, AND fail to communicate.  I kept my reputation (I think)
> by a 
> barrage of emails.  Sometimes the news was that there was no news
> but the 
> real message was that I cared.  That experience proved that you can
> string a 
> customer along for months if you offer him his money back and,
> especially, 
> if you stay in touch.   Ignoring customer calls and emails is (and
> should 
> be) fatal to a business.
> 
> Vern
> 
> 
> 
> 



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