The talking machine world (Jan-June 1928)

LASHED His Radio ERVIGE 90% AS a rule the music dealer handling radio is confronted with a wide variety of comebacks from customers after the instrument has been installed. The necessary amount of free service connected with radio merchandising seems to invite still more service until the selling cost becomes entirely out of proportion to the margin of profit. Customers will insist that the salesman "promised" so and so — often beyond rhyme or reason; that "the aerial isn't just right," that "the radio never did function properly," that "the installation was carelessly made," etc. N? 1152 TRIPLICATE INSTALLATION AND DEMONSTRATION REPORT Namt „ Date Address «...„ Phone Radio Make Demonstrated by „ Model Serial No Installed by PROGRAM RECEIVED By Length Direction .. J Type I Remarks: Length Type Connected to.. Remarks: ( Higl < Inte ( Othc Note— List stations and quality of reception High Power Wires a9 "Excellent", "Good", "Faint", "Poor", , . "Noisy", etc, rference, etc ' er Remarks... Did We install aerial?— Yes No.. This Badlo Sec-elver If fully guaranteed for 30 days eg dnat any mechanical defects and any part of the net ltielf proTlng defective will be replaced fre© of charge, providing set has not been tampered with. It le understood by the purchaser that no g-uarnntee 1> made by the Liberty Mcolc Souse ae to the life of A. B ft O batteries or tubes and when exhausted must he renewed by the purchaser. Tnbea are subject to bora oat the same km the ordinary electric lights, although life is rated normally at 1,000 hours Tree service will be gi?eti to the purchaser for a period or 30 day* from date of pure -ass exclusive of batteries and tubes. This aetmd Its accessories hare been thoroughly tested under actual operating' conditions and Is O. X. TEST RECORD Tubes O.K Name and Type — . "A" Battery Amperage, Voltage "B" Battery Voltage _ Loud Speaker O.K _ "C" Battery Voltage "A" or "B" Eliminator O.K „ Make of Charger Quality O.K Volume O.K Selectivity O.K Number . The Liberty Music House, Seattle, Wash., has eliminated 90 percent of after-delivery service expense by the use of a plan that is both simple and effective. E. R. Mitchell, proprietor, reports that after several months of operation, the system is working out splendidly. "As soon as one of my salesmen has made a sale, he fills out, in the presence of the customer, an installation and demonstration report," he states. "This report is made in triplicate. It is given the same number as the contract for the sale on the ledgers, and is filed with the contract under its number. The duplicate goes to the service department; the triplicate becomes the property of the customer, not only assuring the firm of the customer's satisfaction, but over the customer's signature he acknowledges that every bit of the installation work was carried out by the store under its own contract. The demonstrator takes the report to the home of the customer. He lists in the proper space the program brought in, giving the reception of each program, as voiced by the customer, as it is received. The service man, when he installs the instrument, notes every particular which may later have a bearing on the transaction, such as the length, direction and type of aerial and ground wires, the location, interferences, and so on. Should he be so unfortunate as to break a window, or otherwise damage the customer's property in even the slightest degree, he includes this in the report. The report is checked when it is turned into the office, and immediately steps are taken to remedy the difficulty, before the customer has an opportunity to complain. The report also embodies a "test record." The test is made in the presence of the customer, who is carefully instructed in the care of batteries. Attention is called to that part of the contract which tells of the care of batteries and tubes, stating that replacements of these parts are at the customer's expense. For the benefit of both consumer and demonstrator, who is thus able to make sure he has overlooked nothing, one side of the report sheet which is shown with this article asks a series of questions, which must show satisfactory answers on the report. These questions follow: "Instructed in care of set and accessories.... "Gave instruction book and all other helpful literature stalled and is functioning properly, and agree that all representations made to him by any representative of the Liberty Music House are incorporated herein and that dealer will not be bound by any representation or agreement other than appears herein. "An experienced service man will call at your "What instruction books were left? home within 10 to 20 days from this date to "What members of the family heard program or were present when he gave instructions on how to operate and care for set? "Does customer most desire long distance or good tone quality? "Does customer understand that this set is not sold or guaranteed for distance reception outside of the city? "Does customer understand that storage battery must be recharged every week to ten days, and that water must be added as often? "Were tubes and batteries tested in presence of customer? "Does customer understand that the life of dry A' and 'B' batteries is uncertain and must be renewed at their expense? "Does customer understand that by reading his instruction books that he can avoid expensive service calls? "Was copy of this agreement left with customer"? Finally there are lines for "Other Promises made." Usually the listing is "none." But the paragraphs that take the real "sting" out of complaints, read as follows: "It is impossible for us to guarantee this set for distance, as results vary with different locations, atmospheric conditions, local disturbances and the ability of the operator. "It is understood that should a service man be called to my home in the future for other than service on the bare radio set and speaker, I agree to pay for all such extra service at the rate of $1.50 per hour — plus all renewals. "Purchaser's signature on this report is evidence that the conditions of this sale are understood and that the set has been properly in thoroughly inspect the installation, answer all questions and help you in any possible manner." When the customer signs his "John Henry" to this document, all chance of argument is eliminated. "We will not accept the report as final until everything on it indicates that our part of the bargain has been completed to both our satisfaction and that of the purchaser," Mr. Mitchell points out. In the event that any follow-up service calls are made, a report is attached to the original report, giving complete details. When the customer appears at the Liberty Music House to report trouble of any sort, the sales person excuses himself for a moment and goes to the files where he can quickly look up the report. With this in hand he has a comprehensive story of that customer's installation before him. The customer does not make false claims, and no guessing as to probable length of aerials, ground wires, types of batteries, tubes and so on, is possible. It is no longer possible to say, "the salesman promised that you would do so and so." Over the customer's signature the "promise" report states that no other promises were made than those embodied in the report itself. "I have found that in 90 per cent of all transactions handled in this new way, it has been possible to adhere strictly to the letter of the report," Mr. Mitchell declared. "The other 10 per cent are policy adjustments, which we leave to the discretion of the service manager or store manager. Most of the customers appreciate the definiteness of the report. It is something to tie to. It eliminates a lot of mystery, and most of the guessing." 32