Re: Dover saddlery and Customer service..

["John Bass" <jbass@beattynv.com>]

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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