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The training film (turned video) we all watched and loved back in the ’70’s. So true today as it was then…..enjoy!
http://youtu.be/6Z7u3ZuP6nkRe: WHO SOLD YOU THIS THEN?
And 33 years later some people do exactly the same thing and while some of it does certainly ring true to this day, the world has moved on a bit.
Sound advice though in many ways.
K.
Re: WHO SOLD YOU THIS THEN?
kwatt wrote:the world has moved on a bit.
But there are more “Charlie Jenkins” out there these days. 😉
Re: WHO SOLD YOU THIS THEN?
Remember watching that at high school. That’s me on a bad day 🙂
Sent from my iPad using Tapatalk HDRe: WHO SOLD YOU THIS THEN?
I will concede only too happily that there are some that do hold that kind of attitude Martin. No problem and no issue with that at all.
However, the customer these days is an entirely different species let alone anything else in many cases.
Don’t get me wrong, a lot of what’s in those videos holds true today and everyone would do well to be aware of them, no doubt about that. But, there are a number of punters that you could place a bomb under and they still wouldn’t change their aggressive, confrontational and “know it all” attitude.
They are egged on by the stupid media and some baldy idiot that encourages people to try it on though let alone countless websites that seem to think it’s okay to defraud companies. Yep, any company, even the small ones apparently.
Guys in the home could, without a doubt, make use many of the simple techniques there to deflect a lot but, on occasion now and in isolation, those won’t save you these days. to be fair though a lot of the common issues I see miraculously vanish after the machines exit their warranty period, funny that eh?
You need product knowledge which the final example shows in spades to good effect.
You need to know how the machines work, why, what people should do and shouldn’t do etc and have the ability to get it across in a manner that doesn’t lead to confrontation.
Many of the problems I see that are or, could be pinned on this sort of stuff often come down to that, even from some that are not muppets, often far from being so.
After all a washing machine washes stuff. A dishwasher cleans dishes. A cooker cooks stuff. A fridge cools stuff. They should all just work and do that.
Don’t they? Is it really that simple?
Joe Public thinks so.
Seems some repairers do too and don’t seem to venture much beyond that train of thought.
Some however do. They’re the people I want because, they’re not muppets.
Now for some unashamed promotion of UKW and my ramblings. I publish articles on here aimed as much at Joe Public as repairers at times, these are there to give you back up if you need it when explaining a point as an “independent” source of information as much as to educate all. I may well not always get it 100{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} on the money but, close enough. So close that many a retailer or even a number of manufacturers including national and international use these as points of reference. They were not written for them at all, they were written to inform independent repairers and the public, use them, learn from them. Please.
Without holding a good working knowledge are you any different from Joe Public?
The point being made in it all is that, often it’s not the machine or product that you’re there to repair at all. It’s the customer even where there is or isn’t an actual problem with the product.
K.
Re: WHO SOLD YOU THIS THEN?
It’s so often down to the customer or the installation and they often will not be told over the phone I had two yesterday a brand new Beko washer stuck on program on first use the office told me they had checked their installation when I got there I got the same story and was told by the guy I “I think it’s the circuit board” turned out to be the sink spigot capped off, fitted on the hot water supply and internal packing left in so they couldn’t of got it more wrong if they tried. The other call was to waste an hour on a brand new cooker having to do a full temp test all because the customer just wasn’t used to the ruddy thing.
Re: WHO SOLD YOU THIS THEN?
Back in ‘the good old days’ every washer, fridge, cooker sold was delivered, installed and demonstrated. But back then each item was a major purchase for most and usually on HP too so care and attention toward the customer was the norm. Hence why the likes of Charlie Jenkins were never much tolerated.
As Ken says, things have changed, the product and the customer. Sadly though there are more and more Charlie Jenkins’ about. He finally gets the last laugh.
Re: WHO SOLD YOU THIS THEN?
I think you’ve almost hit the nail on the head Martin.
The trouble these days is that customers treat the machines with scant regard as they are so cheap and not valued highly, often with little to no care taken. Yet, in the same breath, they want the high quality of service when the same, now far cheaper or more affordable product goes wrong.
K.
Re: WHO SOLD YOU THIS THEN?
Also, in days gone by when white goods cost almost 1/5th annual salary they had to be fixed, had to be fixable. Today DGS and Argos play the numbers game. If it’s broke give ’em another one, no questions asked and throw the faulty one away. The percentage of failures is surprisingly minimal to the volume of sales they generate. Tough out here now for the indie against these market forces. The punter comes into a local shop checks out a machine they want then go home and buy it on-line from the Argos, Currys, Boots or Tesco……it’s tough out here!
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