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Suncoast window repair story
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We had Jeff’s people replace our two fixed thermo panes after having Prevost ship them to Vonore. Barely two hours to remove and replace, no mess, no fuss. Extremely happy with out come.
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when you own a business, yoiu must stand behind what you do and when you screw-up, you do what you have to do to make the customer happy. Which you will. Anyone will.
When Gabi and I started our shipping/forwarding/brokerage company in 1987, we were 3 people and worked 24/7/365 for the first several years.
We made mistakes. But the first rule we implemented was that we will never ever try to hide or blame somebody else.
If we screw up, we admit it and we would take care of it.
During 25 years, I went to visit 2 customers with blank checks in my hand to address the problem. The question was, how much damage did I cause to your business? I am here to make it right.
The damage was probably in the $5K range each time. Guess what? Each time the customer refused to accept my check because they appreciated our honesty and willingness to work with them to correct problems.
Did we screw up more than twice in all those years? You bet we did. But in every case we did what needed to be done to make the customer happy and to keep their business. It were lessons for all of us. Owners and employees alike.
When Gabi and I sold our company 3 years ago, we had many customers who had been with us since about Day 1.
We are still in contact with some of them, today.
You stand behind your product or service. Even if it hurts when you have to pay to correct your mistakes.
Some people and companies just do not get it, however.
Cheers,
Ronald
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Kudos to you. Not often businesses offer to pay for “consequential losses”. In fact, most T’s & C’S state the exact opposite.
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When it comes to Suncoast….. As my Grandpa said about people like them, “Son, you just need to give them a good lettin alone”…. And I am quite sure anyone who reads these posts will.
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