The Customer is Always Right




"The Customer is always right". 


Who ever came up with that line? It is the absolute bane of retail!


I tell ya: A parts guy's self esteem will never get out of control on him. The public sees to that in a very effective and efficient manner. 


Case in point: Today's phone call of Standout Merit. 


"Import Tractor Parts"


"Hello, this is ***** *****"


"Hi. How are you today?"


"Alright I guess". *grumbly voice* "I got the parts on Thursday you sent me. You sent me the wrong parts". 


Here we go; you order them yourself off the website, but I sent you the wrong parts. Yep, got it. 


"Ok, let's see here.... you ordered a fuel filter glass bowl and primary and secondary fuel filter for a 1250/411R. What's your tractor?" You always have to start there. The rest will eventually reveal itself from that point. Sometimes right away.


"A 1255".


There it is: right away.


"Those parts are completely wrong for a 1255; a 1255 is a three cylinder, whereas the 1250 or 411R are 4 cylinders and a completely different tractor". 


"I know". 


"But I sent you the wrong parts?" 


"Yes, you sent me the wrong parts". 


"I sent you the parts you ordered".


"They won't fit my tractor". 


"I know that. Now. But I only sent you the parts you ordered. It's not my mistake".  


But according to him, it is. I didn't go to college, so I had no chance to major in clairvoyance. Not that I would ever want to. I can't guess what someone's tractor is that I have never seen. They're supposed to know that, then it's my job from there. 


I'll readily accept responsibility for any mistake I make and apologize for it and fix it. That said, I'm Scottish, so darn good and well don't expect me to accept responsibility for someone else's mistake. That's an argument yer not gonna win. 


"Well, you sent me the wrong parts". 


"I'm looking at your order right now. I sent you exactly the parts you ordered. You ordered 1250/411R parts; I sent you 1250/411R parts. I didn't send you the wrong parts; you ordered the wrong parts". 


Debbie packed that order, and I picked it for her, so I know exactly what he got: a 5004 glass bowl, a 2690 primary fuel filter and a 2700 secondary fuel filter; all of which are for 1250 or 411R tractors.


"Well, they won't fit my tractor, so you sent me the wrong parts..." 


I don't know if it's always been this way, but in modern society it sure is. No matter what, it is always the parts guy's fault. Make no mistake about it. 


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