tig mma questions

[Kent]

it costs a lot more to get a new customer than keep an existing one. I am sort of with Richard on this, been in business for about 25 yrs myself and yes I have blown my margin away on a deals to fix mistakes that were not even mine (profit is at the end of your accounting period margin is what you hope will turn into profit). Sometimes its a balance but the choice should first involve leaving the customer happy because a grumbling ex-customer is something no business wants and you will likely never see the damage being done

 

[Richard.]

Anyone giving out advice like that isn't going to last long unless they learn quick.
But the reward has to befit the level of the mistake, a free bottle of a more expensive gas, plus 2 free packs of rods seems over and above the necessary as far as I'm concerned. This is al hypothetical anyway, the supplier might well give him nothing but an apology.

Agree to disagree on that I think. If you read through the thread the guy is wondering about investing in an AC DC Tig. So it costs say £100 quid at the max for the gas difference and a couple of SIF rod boxes. But he walks out a satisfied customer. When he walks back in with 2k on the hip for an acdc Tig package and a load of consumables then it's £100 well spent. When he goes up the pub and it gets dragged into conversation that his local distributor really looked after him when there was an issue that's the best sort of advertisement you can get. I'm not guessing here with this, I've made decisions within businesses to compensate highly for mistakes and more often then not it's us that have benefited. Obviously in a perfect world we don't want the issue to be there in the first place.

 

[Jim Davey]

You think the customer would be well advised to return to the guy who doesn't know what gas you use for TIG welding for advice on the best set to get?
I find coming across as someone genuinely interested to help and being prepared to put yourself out to give the customers the help they need and what they want goes further than freebies.

 

[Richard.]

You think the customer would be well advised to return to the guy who doesn't know what gas you use for TIG welding for advice on the best set to get?
I find coming across as someone genuinely interested to help and being prepared to put yourself out to give the customers the help they need and what they want goes further than freebies.

I absolutely believe he will go back there to get his Tig set if this mistake is corrected in the right way*.You are right advice and help is the way to go if the guy walks through the door with questions on his mind and no doubt if you answer all those questions and impress him the sale will go ahead. But we ain't at that stage now he's walking through the door with one question on his mind. "Can you fix this problem" well yes you can. Give him the product he wanted in the first place and a little back hander what ever it may be as that will stick in his head rather than the initial co#k up.
* I would go back there for advice on a machine given they resolved my first issue well. Everyone is allowed a mistake in my view and if they hold up there hands and go out of there way to look after me when it happens then they will secure my business because I'll know I can trust them.

 

[Kent]

You think the customer would be well advised to return to the guy who doesn't know what gas you use for TIG welding for advice on the best set to get?
I find coming across as someone genuinely interested to help and being prepared to put yourself out to give the customers the help they need and what they want goes further than freebies.

Oh yes very right, I am using a supplier that's about 25 miles away rather than 8 or 18 for this very reason. However for the supplier in question its a question of damage limitation and keeping hold of what he has client wise. Lets face it because of the suppliers mistake its cost the customer a few tungstens (I should personally replace these with a box FOC) and the straight argon bottle as a one for one for the co2 argon mix if he was sold the wrong one, lets face it in draining out of the MIG gas supplied he wasn't going to get anywhere.
I am sure you are well aware of the costs of marketing your products and services through various means from getting out cold calling to websites, talking to people on here etc. etc. Once you have them keep them, I was once told "don't think about what this customer thinks, think about what he says about you to the next potential customer you have yet to meet"

 

[Shox Dr]

I once read on a "think tank" room. Something along the lines of;

Give the customer what he wants, and he may return.
Rectify a problem and there's a 83% chance of return.
Mess up bigtime and sort it. Over 90% will return.

 

[Kent]

I once read on a "think tank" room. Something along the lines of;

Give the customer what he wants, and he may return.
Rectify a problem and there's a 83% chance of return.
Mess up bigtime and sort it. Over 90% will return.

You know I have seen a lot of direct evidence for that in my time selling.

 

[Shox Dr]

Better the devil you know as they say.

I do agree with Jim though, the compensation has to reflect any loss. The bottle needs exchanging regardless FOC. A pack of tungstens, Lens shrouds, Gloves etc, Whenever I had to do some licking, I'd make sure it was of the greatest valve to the customer with the least cost to myself.

 

[Jim Davey]

Exactly this ^^^

 

[Kent]

Better the devil you know as they say.

I do agree with Jim though, the compensation has to reflect any loss. The bottle needs exchanging regardless FOC. A pack of tungstens, Lens shrouds, Gloves etc, Whenever I had to do some licking, I'd make sure it was of the greatest valve to the customer with the least cost to myself.

I do think gloves, lens shrouds and such is going a little far as these were not effected. Its not about just giving random free stuff, just setting the balance right.

 

[Jim Davey]

It's a gesture of goodwill.

 

[Kent]

each to their own ways. Personally I think there is a fine line between putting things right and giving away company key rings

 

[Jim Davey]

Lol, who was talking about useless trinkets? I think the gist was, apologise, rectify problem/refund then give some relatively low value items such as gloves etc as a sweetner.

 

[Kent]

Jim,
Buy 30kg of rods and get a free pair of gloves (is a promotion for a reason of selling more 15 kg packs)

Replacing a guys tungstens he burnt out using the wrong gas advised by the seller and replacing the wrong gas with the right gas at no extra cost is setting the balance straight.

Sorry perhaps its my fault by reducing it to the ridiculous (by mentioning tacky corporate gifts) I thought it might be understood

 

[Jim Davey]

I think we are on the same page, just you've got the book upside down.
Seriously though, I agree with you, the compensation in whatever form needs to fit the bill and leave both parties happy wherever possible.

 

[Richard.]

Sounds like we are all on the same page.