Re: What's With XXX-XX Anyway

["Jim" <alarminex@xxxxxxx>]

On Feb 14, 10:58=EF=BF=BDam, "alarman" <alarman2...@xxxxxxxxx> wrote:
>
> Here is the letter I sent to my local branch manager a few months back: To
> date I haven't heard a word from Tri-Ed, just a phone call from the branc=
h=2E
>
> Debbie Richardson
> Tri-Ed
>
> 7876 Convoy Court
>
> San Diego, California 92111
>
> Dear Debbie:
>
> I didn't believe that anything could drive me back to ADI, but I was wron=
g=2E
> After yet another frustrating experience at the Tri-Ed counter this morni=
ng,
> I had to go over there. And I was surprised to find that they had swallow=
ed
> a customer service pill or something, because they seemed to have made so=
me
> changes in the way they treat customers.
>
> =A0I stopped in to Tri-Ed to buy some Yuassa (Genesis) NP7-12 batteries a=
nd a
> DSC LCD5500Z keypad. The young man at the counter (not Tim) rung up the
> keypad, and the batteries. I noticed that the batteries were now $XX.00 e=
a=2E,
> and the keypad over $XX.00. I did not question the keypad price, I know y=
our
> prices are higher, that is why I buy most of my materials from Alarmax no=
w=2E
> I asked about the batteries since I remember paying under $X.00 a while
> back. The last time I bought a box, in October I think, the price had gone
> over $XX.00, but I was in a hurry and didn't say anything. Now they are
> $XX.00. The sales guy said that was as low as he could go, and that I wou=
ld
> "hafta talk to Debbie" if I didn't like the price. At first though, he sa=
id
> that is what I paid last time (without even looking at the computer, as if
> he had the information in his miniature cranial database). I said no, I p=
aid
> about $XX last month, and less than $X.00 before that. Again, without
> looking it up, he declared "Well, you musta bought DSC batteries then." I
> told him that I stopped buying DSC batteries long ago because I discovered
> that they are inferior batteries. That is when he finally looked back on =
the
> computer and saw the $X something pricing.
>
> Oh.
>
> 1. =A0I do not like being told that I am wrong by an employee of a place =
where
> I do business, particularly when I am right, and the employee hasn't the
> slightest idea what he is talking about.
>
> 2. =A0He was incorrect when he said I'd "hafta talk to Debbie" about my
> pricing. I don't "hafta" do anything. There are at least three other supp=
ly
> houses in San Diego, and I already have accounts established at two of
> those. There is another one in Riverside, where I currently do business
> because they seem to be capable of keeping my pricing straight, and the
> prices are lower to boot.
>
> This has been an ongoing problem at Tri-Ed, and aside from high prices, t=
he
> inconsistent pricing of items I buy there is the other reason I have gone
> elsewhere. =A0We have talked about this before; you have told me that you=
 were
> having computer problems when your system changed over, but that now my
> pricing was "in the computer", and that my prices would come up no matter
> which counter bonehead happened to be at the helm. And speaking of that,
> that brings us to reason number three: Why is it that I have no confidence
> in anyone employed at your counter? Could it be that they don't follow
> through when I order something? Is it that they are too busy jack-jawing
> with each other or eating their lunches while they are taking calls or
> "working" the counter to pay attention to their work?
>
> Talk is cheap. I do not need any more lip service. You have watched my
> monthly sales at Tri-Ed decline, and I have tried to tell you about the
> problems I have with your operation face to face. Now, it's time to put it
> in writing. I don't even know why I bother, since I hardly ever come in
> there anymore anyway. Just thought you might like to know.
>
> Sincerely,
>
> Jack Stevens
>
> cc: =A0Tri-Ed home office via e-mail and USPS

Do you mind if I ask ....to who's attention you sent it to?

I ALWAYS send it to the top exec. It's better if if filters down from
the top. That way, if the results aren't what you want, you can send
him (hopefully a documented series of events to ) follow up, to show
the exec exactly what his people aren't doing. And this time you ask
for a direct response from him....

Failing that, a couple of times, through the years ( in personal
matters, not trade related) I've sent another letter, that indicates
that I will be forwarding a copy of all of the correspondence, showing
how incompetent they were, to the sales reps of their competitors ....
giving them permission to use it should they need proof to show how
bad a company they were. ( Not that I would or not that I don't know
the possible consequences   ... if I did) Simply the thought of them
thinking that I was doing it, was satisfiying enough.

If you didn't send your letter to the attention of Steve Roth, I'd
suggest that you send it again .... if you're really interested in
doing business with them. In fact, I'd follow it up with a telephone
call. If you persue this, and you get to talk with someone, when they
finally reach the point and ask what they can do to make it up to you,
you say ....... "I'd like to get across the board lower prices from
you. That'd make up for a whole lot of bad feelings I have about you
now and show that you really ARE interested in doing business with
me."

Betcha ya get it too.