Originally Posted by pcyeoh
There are two incidents which I have personally experienced. The first one was where I personally paid a visit to one of the Middle Eastern embassies where they bought a couple of our computers which failed quite often and we knew they came from a batch that had a higher quality failure than usual. I went with my dealer where I apologised to the senior diplomat and offered to swap one to one and bear the full cost of all the necessary work. The diplomat was so satisfied with our offer and he later pointed out to me that it was not our offer of the swap that swept him off his feet but rather as Compaq, we even went down to a customer who merely bought 5 units when companied like Petronas during that year bought 8,000 units. For that he gave me the English version of the Koran as a token of his great appreciation.
The second incident just happened today. I brought 19 of my colleagues to the new Jaya 33 opposite the so called Jaya Supermarket and we had a group lunch at MJ Restaurant. And of all people, my friend and I had to wait and wait and wait for more than half an hour for our orders. By then everyone has finished theirs and were about to leave when our standard set lunch of fish n chips and chicken chop were served on our table. There was no apology. I asked for the boss and he was very busy in the kitchen. I took his business card and later called him to complain how, in his service business could he afford to treat me like this. He told me he was very aware of our orders and intended to apologise to us as he has our contact number when we made our booking. Since he apolgised to me so profusely, I told him that we shall patronise his restaurant again. And he promised me this will not happen again
Customers are reasonable people and are also human. But like any customer, we will bring our business elsewhere if we are treated like dirt and I believe Greenbug is being treated like one now. I know he can be reasonable and is willing to kowtim and it is not going to cost TNT an arm and a leg unless TNT chose to ignore him completely and then I will bet those arms and legs will be torned away by TNT.