Re: Dover saddlery and Customer service..

["robert and carla lawson" <robandcarla@hotmail.com>]

My question when it has gotten to a point of abusive language involved what 
has made it to that point???? Why was it not corrected before hand?
I agree we all KNOW the system. But if I get $10 from them once and none the 
next. (we have a product gaurantee) I have still made some profit from the 
ten bucks.. I still have a customer.
Carla (just got back and we have a new house..)
Ansata (where the sam hill have you been with my grub?)
Haley (Gosh it has been 33 hours since i ate last...grass dont count)
Rob (it has been 48 hours since I held a golf club...)
>From: "John Bass" <jbass@beattynv.com>
>Reply-To: "John Bass" <jbass@beattynv.com>
>To: "robert and carla lawson" <robandcarla@hotmail.com>, 
><ridecamp@endurance.net>
>Subject: Re: Dover saddlery and Customer service..
>Date: Wed, 19 Apr 2000 08:11:07 -0700
>
>Generally, the customer is always right. There are exceptions. They do not
>have the right to be abusive to
>  my employees and I don't care how much money they have.
>JB
>
>----- Original Message -----
>From: robert and carla lawson <robandcarla@hotmail.com>
>To: <ridecamp@endurance.net>
>Sent: Wednesday, April 19, 2000 6:21 AM
>Subject: RC: Dover saddlery and Customer service..
>
>
> > Well ridecampers I have to add some comments here...
> > first and foremost I have never ordered from dover saddlery. So I am not
> > knocking them! I am going to give each of you a lesson in customer
>service..
> > 1) the customer is always right.
> > 2) if the customer is wrong see rule one.
> > 3) a customer can make or break you.
> > 4) Customers have the ability to be your best advertising.
> > 5) How you treat a customer today will depend on if you open your doors
> > tommorrow.
> > 6) not all customers are honest...not all customers are crooks.
> > 7) Be fair, just because that may be worth a certain ammount to you 
>means
> > nothing to them they want best quality at the cheapest price.
> > 8) it takes a long hard process to get a customer back.
> > 9) be honest.. above all be honest.
> > Most of you know that Robert and I are taking over some Domino's Pizza
> > Stores in Kentucky. Let me tell you what you don't know...
> > Store number one has done $20,000.00 in sales now barely breaks 
>$7,000.00
> > store number two has done $15,000.00 in the past barely breaks $6,000.00
> > store number three has done $18,500.00 in the past and barely breaks
> > $5,000.00
> > Now you tell me how customers affect you. We have some major work ahead 
>of
> > us to get customers Back. They are really great stores have tons of
> > potential but for us to bring them back will take tons of work. Now you
>know
> > why I have put endurance riding on hold.
> > Carla (packing my Montero to close on our house)
> > Ansata (hey what about our fooood!)
> > haley (she won't forget to feed us....she better not!)
> > Rob (how do we get this thing on the roof?)
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>

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