Click Cover For Details Woodworking Business:
Start Quickly And Operate Successfully

“Woodworking Business: Start Quickly and Operate Successfully is a must read with practical tips on every aspect of the woodworking trade.

I would recommend this book to anyone in the woodworking profession. The insight within this book will do wonders for your business. It is one of the few books I have read more than once.

This book is a remarkable tool that not only helped me in the beginning; it serves as a reference that I can look back on when I have questions about my business.”

Chris Looney, Hardwood Technology

Custom made products create more complex complaints.


Larger, custom made and expensive products make the situation much more difficult financially, but the principal remains the same. It is essential to make the experience pleasant for your customer. This will bring you more business later even if you lose a little money now.



In more than twenty years, one almost impossible customer.


In over twenty years of running a woodworking business, I had some opportunities to deal with situations that were less than pleasant. In all those years, which involved hundreds of pieces of furniture and cabinets, I can remember only one customer that was impossible to satisfy. And that was not completely my fault although I was certainly a participant. The situation was complicated by the actions of a general contractor. He tried to serve as a middle man and made a real mess of things. Even in this case, the only real disagreement had to do with the price and not the work.



HANDLING COMPLAINTS


Complaints tie in with guarantees. Complaints about a product or service may be resolved by the guarantee. Once again, let's start with small products such as books and disks. What should you do when someone complains about the quality of your product? This is a simple situation involving a simple answer. If the person returns the product indicating dissatisfaction, refund their money immediately. If they paid the cost of mailing it back to you, reimburse them. Make the situation as painless as possible for the customer. Let them understand that your main concern is always their complete satisfaction. By doing this you convert an unpleasant situation into a positive experience for the buyer. They lose nothing in the process and will certainly consider other products that you may be selling in the future.


Satisfying the customer brings more business.


All the other cases where problems arose ended with the customer completely happy and giving me additional work. In one case I built a conference table for a law firm and they were not happy with the way the top turned out. I asked them to use the top for the next two weeks while I made a new top that would meet their requirements. After I delivered the new top they commented on my professionalism and gave me another large job. It was obvious that they had been through several unpleasant experiences with other firms.



Some customers will try to take advantage of you.


So what happens when someone tries to take advantage of you. Certainly there are people out there who would abuse your honesty. Well, each case must be reviewed on its own merits to determine what is best in the particular situation. Let's take a simple contractor -homeowner situation.


Many homes have storm/screen doors and the screen portion is sometimes left open when the weather is ideal. What if a homeowner calls you during the one year guarantee period because their screen has been ripped. Obviously you will be responsible for a manufacturers defect. If it seems that the screen is defective, replace it promptly and without question. However, if this is a regular occurrence and it is obvious that the damage was caused by an animal or a child simply jumping through the screen, it is time to stop further abuse.


My experience has been that most customers treat you fairly and it is always best to give them the benefit of the doubt, especially the first time there is a problem.



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