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Old school advice from my dad that still works in 2024
My dad ran a small hardware store for 30 years and always told me "never let a customer walk out unhappy, even if you take a loss on the sale." I thought that was outdated thinking when I opened my own shop back in 2018. But last month a guy came in furious about a $40 paint sprayer that broke after one use. I swapped it out no questions asked and gave him a $10 coupon. He came back yesterday and spent $350 on tools and told three other guys in line about the good service. Has anyone else found that old school customer service still works better than all these fancy CRM systems?
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the_dylan1mo ago
yeah man, I feel you on this one. my old man ran a repair shop for like 25 years and he always said the same thing - make it right even if it costs you. I run a small electronics repair place now and last year I had a guy come in with a laptop I fixed that broke again two weeks later. I just fixed it for free and gave him a discount on a new charger. dude came back three times in six months and spent over a grand total. it's just basic respect and it works way better than any of those automated email followups or loyalty points programs. people can tell when you actually care and they remember that more than any fancy system.
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