May 29, 2013

How to lose a sale and win a customer

While cutting firewood this weekend, the chain slipped off the bar on my chainsaw. In the process of re-

tightening the chain, a small clip and, I later learned, a bearing fell out of the sprocket assembly and into the underbrush. I took it as an omen to stop work for the day. I put the chainsaw into the back of my car.
I went back to Holden the next day to tend to a few other errands and brought the chainsaw to the repair place near our house, Parker Power Equipment. They have worked on other saws before as well as our lawn mower and snowblower.
The young man behind the desk looked at the saw and said that they don’t always have the right Stihl parts in stock, that I might do better to go a Stihl dealer such as the one in Worcester. I had errands in Worcester, so I went to the dealer. They had the parts and installed them at the counter.
Both places did well, but Parker did better. They said that losing this sale was better for me, the customer. They were right. My chainsaw could have been with them for several days while they tried to get the right parts for this simple repair. They earned my loyalty as a customer.