a reply to: glowdog
I run a locksmith and hardware store. When a product leaves my shop, I expect that product to perform the task for which it was designed, and if it
does not perform that way, I take that product back, get my suppliers on the phone, and ask them very nicely to provide a replacement. If I have a
second product on hand, the customer gets that product, and I wait for the new one to arrive from the supplier to fill the gap.
The only time a customer in my store, gets shown a previously malfunctioning item, is if it is a reconditioned item, that I have personally done
remedial work on. Replaced springs, re - ground channels for moving parts to work in, modified or smoothed latches, bolts, high spotted levers, that
sort of thing. Any reconditioned product is marked as such, AND when they see it and ask me about it, I tell them what was wrong with it, where it
came from, AND how long I think it will last, when compared to an ideal world, factory spec model.
I do everything humanly possible to give my customers all the information they need to make a good purchase and in the event that I cannot assist
them, I direct them to other outlets they might want to try. Customer satisfaction with everything from my work, to the way I handle customer
relations, is PARAMOUNT!
The store owner you dealt with, simply does not grasp the importance of doing the right thing. They do not understand that their customers will be
less likely to buy if they believe they are being stiffed, and they are right to be concerned. I manage my store the way I do, because I want them to
feel that they can trust me, and my work. I want the customer to rely upon my experience, and my willingness to help them in any way I can. I want
this because it is good for business, but also because the work I do matters to me. Evidently, the people running the store you went to, do not care
about what they do, take no pride in it.
edit on 31-8-2016 by TrueBrit because: grammatical improvements