Author Topic: When something goes wrong.  (Read 1124 times)

Offline MT204

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When something goes wrong.
« on: 01/06/19 16:20 UTC »
Not the most eloquent writer and terrible at spelling so bear with me.
Been a forum member for a short time and in my opinion one of the best forums on the web for mentoring and sharing ideas, everything from baits to soup to nuts.
I've learned so much from this site that it's incredible, some as simple as picking a member and reading literally everyone of their posts, sometimes a private message was sent out that was always answered, yes some here could write a book!
Some are members on other forums some are not, there are many reasons some are not on other sites.
I personally have found a couple of sites that I am not a member of anymore because of condescending comments, hey after all I'm new at this.
When I started this adventure into soft-plastics I read and read, asked, asked and asked some more. Ya some were probably kind of silly in hindsight but I asked and practiced, made a lot of mistakes and have some wonderful results.
Anyway I own my own business (power tool) repairs and sales so have to deal with people every day, most are wonderful some not so much.
A portion of our business is warranty repairs, someone bought something it has broken, quit or who knows what but they are at my counter with a warranty problem, and usually not happy.
More often than not I didn't sell it to them and more often than not I would not have sold it to them to start with as it was the wrong tool for the wrong job or a "cheap" tool that I knew they were going to have a problem with.
My job "try" to make them happy.
Sad but true, don't care what anyone says the customer is not always right! Something the big box stores has bestowed onto us.
If you call my wife a bitch, kick my dog and do a burnout in my parking lot it's not gonna help!
Now on the other hand if you come in with a smile tell me the truth about the stupid thing you may have done with the item We will go outta of our way to try and make it right within reason, and as far as we can with what the Company will allow us, after all I'm in business to make money so I can afford this expensive hobby.
Used to have a saying till one of my rep's made me take it down, "Honesty effects warranty policy".
Anyway in this day and age with social media and the like it really sours me, no in fact it really pisses me off when I see someone with what "may or may not" be a problem brings it to the internet!
Not just one venue but multiple sites until it's a frenzy.
He said, She said, they said.
Seems more and more everyone's an expert because they saw a you-tube video or read it on the web, right or wrong, and very little common sense involved.
Anyway I've been following a topic of late on a number of venues and it's really soured me on a couple of issues one being the bad mouthing of competitors.
Seriously one doesn't have to bad mouth the competition, it doesn't make you look good and it's not good for you!
If you don't have anything good to say keep your mouth shut, stay outta the dog fight.
All this being said a vendor that I "may" have bought from in the future I will not! And a venue I followed I will no longer.
Think about someone (with a good product) lost business before they got it because of a couple of comments.
Bottom line and my rant “You catch more flies with honey than you do with vinegar” and "say it forget it, wright it regret it"!
Thanks all and thanks Do-It for this great forum!
 
 

Offline Lines

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Re: When something goes wrong.
« Reply #1 on: 01/06/19 16:40 UTC »
Good article MT204. I too deal with the public at a sales counter, and like you, have to contend with warranty issues. Seems now days one would rather tell an awful lie about something when the truth would have been so much better and easier. I run a small business as well as work full time to help pay for insurance.(I won't get into that on this forum) On my business card the motto reads: "If you want good customer service, Be a Good Customer!" The public world is getting rougher MT204, hang in there, I'm with you all the way.

Online ctom

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Re: When something goes wrong.
« Reply #2 on: 01/06/19 17:17 UTC »
Great points guys.

I'll add this. I make baits and sell some. Occasionally I'll get someone who is less than happy. I tell everyone who buys any bait from me, if there's an issue, bring it to me...not the internet. I'll refund money rather than have to argue with someone. I'm sure what prompted this writing was a thread of late. Personally I think the company in question addressed the issue timely and appropriately. "Call us and we'll get it worked out" is really hard to mis-interpret.

I had more written but deleted it because you two pretty well summed it up and I didn't want to end up looking like someone else.  Great points!


There are good ships
and wood ships
ships that sail the sea
but the best ships are friendships
and may they
always be ......An Irish Toast

Offline efishnc

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Re: When something goes wrong.
« Reply #3 on: 01/07/19 10:16 UTC »
MT204-

Great grind... I think we all have been in situations like that, and the true gentleman responds as you did, without getting nasty (mentioning those by name) in a public arena. 

There's plenty of good stuff on social media, but there is also plenty of bad stuff.  To me, there is no mistaking the 'media' aspect where so much is painted in a skewed reality (having both good and bad inflated beyond the factual truth of said matters) and I tend to minimize my exposure here.