RE: [TenTec] Surprise from Heil

[Mike Gorniak <gorniak@ncis.com>]

Hi Jim,

Mr. Heil is demonstrating his knowledge of Good Business Practice.

It has been shown, through extensive research, that a customer who has a 
problem that is resolved graciously by a company becomes more positive and 
more loyal to that company than if there was no problem in the first place...

In other words, customer's problems are opportunities for companies to 
enhance their relationships and gain greater loyalty from their 
customers!  As a bonus, the now happy customer tells his / her 
acquaintances about the positive experience that he / she has had, which in 
turn, generates more customers for the company.

Actually, this is one of the concepts that made me invest in a Ten Tec Orion.

Sadly, too many companies do not understand this principle, or choose not 
to act on it if they do.

Mr. Heil and Ten Tec are both to be commended for their Customer Service.


73,

Mike Gorniak
NM7X

At 08:20 AM 5/7/2004, you wrote:
> ------------------------------
>
> Message: 11
> Date: Thu, 6 May 2004 19:23:01 -1000
> From: "Jim Reid" <jimr.reid@verizon.net>
> Subject: [TenTec] Surprise from Heil
> To: <tentec@contesting.com>
> Message-ID: <000701c433f3$60387a00$c93b4104@jim>
> Content-Type: text/plain;       charset="iso-8859-1"
>
> Aloha,
>
> Recall several days ago I posted a note regarding
> the paint blistering/easily scratched on my Ten Tec
> Heil Studio One Broadcast mike.  A couple days
> after that,  a note came to me from Bob Heil himself
> asking about it.  I replied,  "Hey,  not such a big deal,
> the mike operates just fine and no one can see the
> paint blisters in my Heil boom mike holder.
>
> Well,  in today's mail arrived a Priority Mail box
> from Heil containing a brand new Studio One
> Ten Tec Broadcast mike!!   I told Mr.  Heil I
> did not need,  nor even want a replacement;
> well he sent one anyway!!
>
> Wow.  No paper work,  note,  nothing else in the
> box -- just the mike in its original factory box,
> wrappings,  etc.
>
> My goodness!  I am pleased and wowed!
>
> 73,  Jim  KH7M


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