The Edison phonograph monthly (Jan-Dec 1916)

Record Details:

Title:
The Edison phonograph monthly
Date:
Jan-Dec 1916
Publisher:
Louisville : Pennant Litho, Inc.
Volume:
The Edison phonograph monthly (Jan-Dec 1916)
Leaf #:
00097
Language:
English
Collection:
Recorded Sound and Broadcasting & Recorded Sound
Format:
Periodicals
Contributor:
Library of Congress, MBRS, Recorded Sound Section
Sponsor:
Library of Congress, Motion Picture, Broadcasting and Recorded Sound Division
Coordinator:
Media History Digital Library
Description:
Reprint, with an introduction added, of a periodical published 1903-1916 in New York by the National Phonograph Co
Date Added:
November 16, 2023
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The Edison Phonograph Monthly Volume XIV JUNE, 1916 Number 6 Value of Good Will By E. Kron EDISON dealers, among whom I am proud to be included, should never forget that our customers are our greatest asset and that the future of our business lies largely in the hands of those to whom we have sold instruments or are selling records. Inasmuch as we are the representatives of a concern that gives more attention to the quality of the products that it manufactures than the quantity, there are only rare instances in which a customer finds any reason for complaint. There are times, however, when the careless handling of an instrument may cause the motor or some other of its functioning parts to refuse to operate properly. In such cases the owner of the instrument seldom places the blame where it belongs and is inclined to censure the dealer or the manufacturer for the faulty operation of the instrument. I believe that in such cases the expenditure of time, and even money, to keep a customer satisfied is an excellent investment for any dealer. While it may appear troublesome and expensive to spend time in caring for an instrument after it has been sold and after the money for it has been received, this service is one of the best ways to hold old business and develop new business and, because of the invigorating effect that it has had on the Amberol business in my territory, I have made a specialty of it for a long time past. In giving your customers complete service it is necessary to be methodical and thorough. I keep a list of all persons to whom I have sold instruments or records and each month I visit each one of them and see that each instrument is in perfect running order. If I find any that are not operating properly, I time them and make any other mechanical adjustments that are necessary. I even make an effort to remove any scratches that I find on cabinets, thus impressing those to whom I have sold instruments that I take an interest in them that extends beyond the profits that I made on the instruments when I sold them. I emphasize my attitude in this respect by giving other service in addition to the monthly calls. My customers all have been requested repeatedly to e} Bryan, O. call me up at any time there seems to be something wrong with an instrument. When I get such a call I go immediately to the home of the owner who desires my services and repair the instrument if possible or replace it with a perfect one while it is being taken to my shop for adjustment. One illustration of how beneficial such individual service may be may impress upon you the importance of it. A young lady called me up one evening a short time ago and asked me to come to her home as quick as possible. When I got there I found that she had invited a number of her friends to a party that she was giving for the purpose of entertaining her friends with an instrument that I had sold her. Early in the evening a clicking developed in the propelling mechanism of the phonograph and it was because of this that I was called in. Although I am very familiar with the construction of the Amberola, I was unable to locate the trouble in the instrument with the inadequate tools that I had brought with me. So I called up a liveryman and had him go to my store and bring a new instrument to the home of the young lady and return the other one to my store, where I knew I would have no trouble in adjusting it. The satisfaction of the young lady at the service I gave her was so great that she not only overlooked all the trouble that the instrument gave her, but became one of my best boosters. And all of those who were at the party always have a good word for my store and my business methods. In this one instance I won the good will of many people and I know that this indirectly has made me many sales of instruments and records. I could enumerate many other similar instances in which I have spent time and money in keeping customers satisfied, and I do not know of one that has not been a profitable investment for me. After a number of years of experience in giving my customers service at any cost, I can state emphatically that the policy I am following, although it may seem troublesome and costly at first, eventually will increase greatly your business and profits.