Goats Can Eat Anything
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- Jan 28, 2012
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I waited tables for many years. It's often a trying job. Guests can be difficult, so can the kitchen, the bar, the coworkers... It takes patience and skill. You need to ensure that you are helping the machine stay well oiled while treating your customers like guests.
Why do I mention this?
It's great when people have a great experience without any issues. But sometimes things come up: cold food, don't like the drink, timing is off... Only some of the time is the server at fault -- but the server is always the face of the operation. One of my favorite parts of serving was going for the 'save'. In some ways, it's a blessing when some snafu compromises the guest experience. It gives you the chance to win them back and show your love. Collings just did this for me.
A few months back, I bought a Collings tenor and upon my first string change, one of the PegHed tuners came loose and unscrewed from the headstock. I called Collings and the first thing Mark, the customer service manager, said was "I'm really sorry about that." He hadn't heard of the problem before and told me he would talk with one of their uke builders to suss out the situation. Within an hour, he had called me back with the builder. The builder told me that they used medium viscosity super glue to affix the tuners and gave me instructions on how to fix it. Super glue scares me a bit, but he made the process sound manageable. So, I hit up Ace and bought the supplies. I came home and attempted the fix. Even though the builder had said "use a fair amount of glue," I was rather conservative in my application. I glued it in and it looked great! I let it cure for several hours and then tried installing the string. Unfortunately, it did not stick. So, I tried it again, more generous with the glue, and there was some squeeze out. I cleaned it with a q-tip as much as possible, but there was still a little ring. I was bummed. Super bummed.
Lesson #1: self-repair is for fools. I'm good at changing strings and twisting truss rods. I can even clean up a fret end. But I overestimated myself. Collings fit and finish is second to none. There is a reason for this: they're professionals. That said -- the tuner stayed put...
The following week I called Mark and told him of the situation. Again, he was sympathetic to my situation. I asked what it would cost to repair the finish. He checked into it with the builders and called me back. He told me that it would require a new set of tuners and a trip to the spray booth. He said that they would be happy to replace the tuners for me and that I should send it their way. I sent it to them and, two weeks after they received it, Mark called to say that it was finished. He said they were really sorry about the situation and that they wouldn't charge me for the repair. All he asked was that I pay return shipping and let him know that it arrived safe and sound, and, that it was repaired to my satisfaction.
Today, UPS dropped off my uke and I was delighted to get it back (I'm currently a one uke man!). I've even been playing in my sleep... It was better than new. It's a good day.
They could have made me pay for the repair. I could have argued that I shouldn't have to (it was not an unauthorized self-repair). But there was none of this. Mark wanted me to be happy with my instrument and he was sorry when everything had not gone as expected. I won here -- my decision to spend part of my tax refund on buying something that was made right here in America was validated. They won too. I've owned Collings guitars before and I'm eager to own more again. I'm telling everyone who will listen about a great company, with superb products and exceptional people, which stands behind what they make. This stuff matters.
I listen to the way that people talk about Koaloha around here with great reverence. Well friends, I want you to know that Collings stands behind their products, that they are happy to take your call, and that they deserve your business.
Lesson #2: Builders, take note, an earnest commitment to customer service is a better investment than you think. Collings just earned one customer for life.
Lesson #3: Collings is the real deal: great product, great people, and total integrity.
Tonight, I lift my glass to Collings.
Why do I mention this?
It's great when people have a great experience without any issues. But sometimes things come up: cold food, don't like the drink, timing is off... Only some of the time is the server at fault -- but the server is always the face of the operation. One of my favorite parts of serving was going for the 'save'. In some ways, it's a blessing when some snafu compromises the guest experience. It gives you the chance to win them back and show your love. Collings just did this for me.
A few months back, I bought a Collings tenor and upon my first string change, one of the PegHed tuners came loose and unscrewed from the headstock. I called Collings and the first thing Mark, the customer service manager, said was "I'm really sorry about that." He hadn't heard of the problem before and told me he would talk with one of their uke builders to suss out the situation. Within an hour, he had called me back with the builder. The builder told me that they used medium viscosity super glue to affix the tuners and gave me instructions on how to fix it. Super glue scares me a bit, but he made the process sound manageable. So, I hit up Ace and bought the supplies. I came home and attempted the fix. Even though the builder had said "use a fair amount of glue," I was rather conservative in my application. I glued it in and it looked great! I let it cure for several hours and then tried installing the string. Unfortunately, it did not stick. So, I tried it again, more generous with the glue, and there was some squeeze out. I cleaned it with a q-tip as much as possible, but there was still a little ring. I was bummed. Super bummed.
Lesson #1: self-repair is for fools. I'm good at changing strings and twisting truss rods. I can even clean up a fret end. But I overestimated myself. Collings fit and finish is second to none. There is a reason for this: they're professionals. That said -- the tuner stayed put...
The following week I called Mark and told him of the situation. Again, he was sympathetic to my situation. I asked what it would cost to repair the finish. He checked into it with the builders and called me back. He told me that it would require a new set of tuners and a trip to the spray booth. He said that they would be happy to replace the tuners for me and that I should send it their way. I sent it to them and, two weeks after they received it, Mark called to say that it was finished. He said they were really sorry about the situation and that they wouldn't charge me for the repair. All he asked was that I pay return shipping and let him know that it arrived safe and sound, and, that it was repaired to my satisfaction.
Today, UPS dropped off my uke and I was delighted to get it back (I'm currently a one uke man!). I've even been playing in my sleep... It was better than new. It's a good day.
They could have made me pay for the repair. I could have argued that I shouldn't have to (it was not an unauthorized self-repair). But there was none of this. Mark wanted me to be happy with my instrument and he was sorry when everything had not gone as expected. I won here -- my decision to spend part of my tax refund on buying something that was made right here in America was validated. They won too. I've owned Collings guitars before and I'm eager to own more again. I'm telling everyone who will listen about a great company, with superb products and exceptional people, which stands behind what they make. This stuff matters.
I listen to the way that people talk about Koaloha around here with great reverence. Well friends, I want you to know that Collings stands behind their products, that they are happy to take your call, and that they deserve your business.
Lesson #2: Builders, take note, an earnest commitment to customer service is a better investment than you think. Collings just earned one customer for life.
Lesson #3: Collings is the real deal: great product, great people, and total integrity.
Tonight, I lift my glass to Collings.