Radio Broadcast (May 1929-Apr 1930)

RADIO BROADCAST plaint than were given to the office by telephone, before they start to work. They carry the most modern and efficient testing equipment available and their tools and supplies are neatly arranged and always in good condition. If they find it necessary to use any tools after having made tests, they spread out a special cloth on which to lay those tools. If it is necessary to pull the chassis out of the cabinet to do soldering or other work, that is done over the cloth to avoid any possibility of injury to a fine rug or polished floor. When the work has been completed, tools are replaced in an orderly manner, a piece of slightly oiled cheese cloth is wielded to remove any finger marks from the wooden or bakelite panel, and the cabinet, if wooden, is rubbed over. The work-cloth is used and the brief polishing done whether or not the customer is present, as a matter of invariable routine. If the chassis or the whole set must go to the shop, the serviceman first returns to his car and brings up a heavy, soft covering in which he wraps the chassis or cabinet, which mimmizes the possibility of scratches or other damage and impresses the customer with the individual care accorded to his own pet radio. When the set has been repaired without the necessity of removal, or when it has been returned, hooked up, and tested after a shop job, the customer is invited to tune-in the set himself to be sure that he is satisfied with its operation before the serviceman leaves. These points, which have utility and almost invariably impress the customer, are in themselves small things, but collectively they create an atmosphere of thoroughness and endeavor to please that is vitally important in the gaining of a customer's good will to such an extent that he is entirely willing to pay a good price for that kind of service. They retain his good will so consistently that he will continue to be a steady customer. Handling Complaints Even when the owner of a radio is pleased with its performance immediately following the visit of a serviceman, the job of the service department is not yet completed. The customer must remain satisfied with the operation of that set. A month may be a reasonable interval between service calls for one type of set, and six months for another type, but whatever that length of time is, the customer must be satisfied that the intervals between service calls are not shorter than they ought to be. Always there are a small percentage of cases in which service was not properly rendered in one respect or another. As long as we deal with humans there will be just, and a few unjust, customer complaints. We urge customers on our billheads, in red ink, to do us the very great favor of complaining if they are not entirely satisfied with our service, and we ask for immediate complaint in order to permit prompt adjustment. Many people, when not entirely satisfied with a service call, or even when actively dissatisfied, will neglect to complain in the pressure of business or other affairs, or will conclude that the service organization is no good and go to another outfit instead of allowing the first concern the opportunity of making good on their own work. If a man has a complaint to make but does not make it immediately, or perhaps does not make it at all, his woe usually becomes magnified as time goes on. If he can be induced to complain immediately and is not argued with, (Concluded on page 368) 1 , , ,. ■■ A few of the cards used by the QRV Radio Service, Inc., to build up customer good will • OCTOBER 1 929 • • 3 2 9