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Published on October 22, 2007

Letter: Feeling service providers´ pain

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Opinion

Feeling the pain


After reading Dan Marinucci's “No sympathy for vehicle abusers” column in the Sept. 24 issue of Tire Business, I just about fell off my chair.


Dan urged “good-hearted service personnel to save their kindness for people who truly are entitled to it.”


He also noted that this philosophy “really goes against the good nature of many owners, managers and service people” he has met in his travels.


We do not work in the service field but our customers do. We totally feel the pain of those tire dealers and service providers who may feel abused by their customers. We have a very similar situation.


I think the biggest thing about companies that provide a service or a product is that they care about their reputation. Therefore, when we hear of a product failure, we take it to “heart” because we pride ourselves on having a quality product.


Even if I know beyond a shadow of a doubt that a claim was submitted due to a technician's error, we will still want to make things right by the company. Does this mean we just give them what they want? No. It does mean, however, that we will attempt to educate them and let them know what we will and will not cover.


Sure, it's been good for the most part. But every once in a while we get that one customer who will send back a product that they damaged and then call in to complain that they didn't receive full credit.


On top of it, they threaten to take their business elsewhere.


The end result is that we have to make a decision as to whether that customer is worth keeping. We want to keep all our customers happy, but some customers just don't believe it.


I just wanted to let Dan know that I think his column was well-stated and felt throughout most businesses.


Diane Christensen


Operations manager


Trans American Rubber Inc.


Englewood, Colo.

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