Tuesday, July 13, 2010

Long Term Thinking

This is boring work stuff that I am just wondering out loud, so you may want to leave.  I promise I have cartoons for the next few Fridays so hang around for those.  I am tired of missing deadlines.

Here at PHONECO we saw an email where a customer has a faulty fan in their Flux Capacitor unit.  They want the fan fixed, but they don't want to pay for the whole Flux Capacitor.  They are no longer under warranty so whatever happens, they will have to pay for it.

We respond back with, we don't normally fix just one component out of a Flux Capacitor and send it back, we just replace the whole unit, it's just easier to do things that way.  We also let them know NEW Flux Capacitors don't even have a fan, so the fact their old one gave out will cause no problems in their unit.

The customer still wants it replaced... Just the fan though because they don't want to pay for a whole new unit.  Apparently we will do this for goodwill and to keep the customer happy.

I completely agree with keeping the customer happy as customers are the ones who buy our equipment and services.  I want to do everything to keep them coming back.

BUT!

There comes a point where you have to say, I'm sorry, we can't do that.

Now for this ONE CUSTOMER, who hasn't bought anything in years (you can tell by the lack of warranty) we are going to get their Flux Capacitor, track it, fix it (with a fix that is now non-standard) and ship it back.  So we are doing special treatment and handling for this customer.

The customer who hasn't bought anything for years from us...

...and won't be buying anything for years from us.

I just don't understand why people whoa re in charge of things jump through flaming hoops for a dangling carrot.  It is OK if you work at Long John Silver's to tell a customer you don't make hamburgers.  Why is it not OK to tell this customer we won't do the mod, but they are welcome to go to Radio Shack and buy a fan to repair their unit.  It's not covered by warranty anyway?

Oh well, time for another cup of coffee.

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