I’d like to let you know about an example of excellent service that turned a disgruntled customer (me) into an avid fan. The company concerned is Turner Guitars near Doncaster. About six months ago I bought a Turner electro-acoustic guitar from a shop in Rotherham. Sounded great on it’s own and played really nicely – but it developed a few annoying problems, one of which couldn’t be easily overcome. What with one thing and another I was beginning to get a bit peeved and sent an e-mail to the company expressing my dissappointment. In no time at all, I received a reply from company boss Dave Ryan ( who had only just taken over the franchise) who straight away offered to swap the guitar out, no questions asked, as soon as he received a new shipment. I now have the new guitar which is absolutely fantastic and am delighted to recommend the company.
The point is that dealing with a problem effectively can gain you more praise and publicity than if no problem had occurred. In business, things go wrong from time to time. If they do, fix it fast and fix it well and your reputation will benefit. Don’t run away from a problem, bad news travels fast and if your reputation suffers, it takes a heck of a lot to recover it.