I Told You So! – I Meant It When I Said It!
Posted by Rob Longenecker on November 9th, 2006
When I first considered a Lifetime Guarantee I knew I wanted to to be bold. Over the years I’ve only had a handful of returns each year, mostly just because the holster just wasn’t right for a particular customer. Occasionally, it’s someone who had something else in mind and what I sent him just didn’t fit his picture. I didn’t know if the guarantee would be abused. I just knew I had to make buying a Tucker holster or other product a no-risk proposition for customers.
I want to report that it’s working very well.
I’ve learned to get the other person’s point of view and put myself in their place. When 99.9% of customers are happy it’s hard sometimes to hear that someone is unhappy.
Recently, I sent a Black Cherry, Crosscut HF1 out and got an email from the customer saying that the holster didn’t match the picture on the website. The Crosscut pattern was different as shown in the pictures he sent.
Tucker never does the Crosscut from a template and each holster is individual and unique. It would have been easy for me to explain that to the customer and wash my hands of it. Problem was, I could get his point of view – it didn’t look like he expected.
Tucker made him a new holster and the customer sent the first one back. Here’s the email I received yesterday from the customer:
“Rob,
Received = EXCELLENT.
There is no adequate description for your idea of warranty replacement. I have never experienced this in my life. True and absolute customer satisfaction.
Thank you.
C”
That made my day. Turns out that making customers happy is our real business, not just beautiful leather.