dgardner
Moderator
I'll add my 11 cents (to the original topic). Marty, just scroll on by, this is probably more than you want to read.
Circa 1976 I was a very young office machine repairman - typewriters, copiers, cash registers, Dictaphones (!) and such. I got a service call one day, the issue was light print, in fact some letters didn't show up at all. This was a common problem on IBM Selectrics (young folks may have to Google this), and the fix was simple. There was a little lever that moved the platen back, used for thick multi-part forms, otherwise the type would literally punch right through the paper. If the typist did a multi-part form and forgot to move the lever back the problem would show up when they switched back to single sheets of paper.
So, I walked in and she showed me the issue. Right away I spied the little lever in the wrong position, and reached over and flicked it back. Try it now! Sure enough the problem was solved.
Oh, is that all it was? Say, are you going to charge me for this? I called the boss and he said heck yes - you drove out there and fixed her problem, of course you're going to charge her! She was furious, but paid the bill.
A month or so I got another call (different office) that turned out to be the same issue. Can you fix it? I think so, let me have a look. I cleaned the platen with solvent, vacuumed out the paper chips and oiled a couple things that needed oil, and at some point I reached over and moved the lever back, not saying a word. Try it now. Perfect! Thank you so much! She happily paid the bill and I went on my way. I spent maybe 10 minutes there, but it made all the difference. It's all about perceived value. In most cases it takes little effort or time to create value in the customer's mind if you have that mindset going in. If you're charging a premium price then you should have a little extra time to do something to create perceived value in the customer's mind......
....like vacuuming maybe?
Wake up Marty, I'm done....
Circa 1976 I was a very young office machine repairman - typewriters, copiers, cash registers, Dictaphones (!) and such. I got a service call one day, the issue was light print, in fact some letters didn't show up at all. This was a common problem on IBM Selectrics (young folks may have to Google this), and the fix was simple. There was a little lever that moved the platen back, used for thick multi-part forms, otherwise the type would literally punch right through the paper. If the typist did a multi-part form and forgot to move the lever back the problem would show up when they switched back to single sheets of paper.
So, I walked in and she showed me the issue. Right away I spied the little lever in the wrong position, and reached over and flicked it back. Try it now! Sure enough the problem was solved.
Oh, is that all it was? Say, are you going to charge me for this? I called the boss and he said heck yes - you drove out there and fixed her problem, of course you're going to charge her! She was furious, but paid the bill.
A month or so I got another call (different office) that turned out to be the same issue. Can you fix it? I think so, let me have a look. I cleaned the platen with solvent, vacuumed out the paper chips and oiled a couple things that needed oil, and at some point I reached over and moved the lever back, not saying a word. Try it now. Perfect! Thank you so much! She happily paid the bill and I went on my way. I spent maybe 10 minutes there, but it made all the difference. It's all about perceived value. In most cases it takes little effort or time to create value in the customer's mind if you have that mindset going in. If you're charging a premium price then you should have a little extra time to do something to create perceived value in the customer's mind......
....like vacuuming maybe?
Wake up Marty, I'm done....