Quote:
Originally Posted by DigitalFreak /img/forum/go_quote.gif
I remember once prepaying for a set of Michelin tires for my SUV which were on sale. I prepaid because the store had to order in the tires. I left with the receipt and a few days later a clerk from the store called saying they couldn't sell me the tires because they had been discontinued. .. I left the store in a huff and made a bee line to the Canadian Better Business Bureau and told them my story and showed them my receipt. After getting a statement from me plus photo copying the receipt they sent me home telling me they would look further into it. A few days later I got a call from the store telling me to come down and pick up my new tires. You should have seen how pissed off the store manager was when I got there.
An interesting aspects to this story:
I am amazed at how many business owners have no clue about how to run a business. Companies like Dish Network, DirecTV, Verizon or AT&T budget up to $500 in "customer acquisition costs". That's when they give you free receivers or smartphones in order to sign a 2 year contract. It's the "give away the razor for free, and sell them razors for a lifetime" concept. So, spending a little money to get a customer is part of business (that is what advertising does).
Also, whenever you have an unhappy customer, they tell other people and that loses them more sales. I'll bet none of DigitalFreak's friends or relatives ever bought tires there.
NOW, imagine if the tire store manager had said "Well, we're going to lose money on the deal, but we gave you our word and we'll honor it". When your Michelins wear out, you're going to go back there and buy more tires, and the story about them honoring their word has the opposite effect of the bad story - it would make your friends and relative more likely to buy tires there.
In the end, the store lost far more than the cost of 4 Michelins by making trouble for their customer, and they would have gained far more than the cost of 4 Michelins by honoring the price.
In my case, my local tire store has one of the best customer service reps of any store - for example, they'll stay late to help stranded travelers. I'm on my third set of tires bought there...