THE Way To Conduct Bidness

So, you ask, what gets under Phil's skin? What eats at him? What is it that really rubs him the wrong way? OK, the list goes on and on. But let me give you a little enlightenment on ONE of the thing that bugs me. BAD BUSINESS MANNERS! I think I'll just let you read a little letter I sent off to the Liberal Harley-Davidson store speak for itself. You might catch my drift. So, here goes:

To Whom It May Concern:

Mark me down as a disappointed ex-customer of Liberal Harley-Davidson. Here's why.

Saturday, 12/13/08, I stopped at your store with the intent of buying a couple of T-shirts as Christmas gifts as well as checking on an exhaust heat shield for my Deuce. I had with me a small handle bar tool bag that I had purchased a couple of weeks ago at Tripp's in Amarillo. When I walked in, I wanted to be sure that they knew that I was bringing in the item for exchange and hadn't picked it up off the shelf, so I went directly to the counter. There were two people at the counter. I don't know exactly who they were but I suspect that the lady who "helped" me may have been the owner. The other person was a young man. As far as I could see, I was the only person in the store. There was one car parked out front and two or three vehicles parked in the service area, so it wasn't really busy.

Anyway, as I approached, I assumed that there would be no cash refund. I didn't anticipate it and didn't really want cash. I did, however, expect to be able to exchange a "genuine Harley-Davidson" item at a Harley-Davidson store. So, I explained that I had purchase the tool bag in Amarillo but it wouldn't fit my bike, so would like to exchange. The lady picked up the bag and stated in a matter-of-fact manor that I would have to take it back to Amarillo. I picked up the bag and told her, "That works for me!", and I left. Yes, it pissed me off. But I wasn't going to argue with her.

However, the more I thought about it, the more disappointed I was. And I still am really disappointed with the way that this was handled. First off, if someone walks into my place of business and wants to buy the product I sell, I want them to feel like they are in the right place. I want there business. In the current business climate, I would certainly think that it might be good business for Liberal Harley-Davidson to do the same. Chances are, if someone walks into your store, that person has an interest in HD. In fact, I have been a Harley owner for several years and have frequented your store on a regular basis for those years. You have worked on my bike several times in the past and I have purchased parts, clothing, helmets and clothing in that time frame. Chances are that it will be a cold day in hell before that happens again.

Let me give you an example of how business works in the real world. If I go to JC Penneys and purchase a pair of Levis and then discover when I get home that I picked up the wrong size, you can bet that if I go back to JC Penneys, they will let me exchange the item for whatever I want. And I don't have to go back to the same Penneys store! If I buy the jeans in Amarillo, I can exchange them in Denver or Oklahoma City or even LIBERAL, KS! Go figure! Here's another thought: I'll guarantee you that Stage would be delighted to exchange the Levis for the correct size even though I bought them in Penneys! Why? BECAUSE THEY WANT MY BUSINESS!!! They sell the same product that JC Penneys sells so why not cultivate our relationship? It is GOOD BUSINESS!

I can't for the life of me imagine a scenario where it wouldn't have made perfect sense for your store to exchange a GENUINE HARLEY-DAVIDSON item for something else that you had in your store. Do you not understand that you are chasing away business? Even in an attempt to justify this action by reasoning that perhaps you don't handle this particular item, it still doesn't make sense. I know that you handle tool bags because I purchased one for another bike from you! How hard would it be to simply set the bag on the shelf and let it sell itself? I have to tell you, I am more PO'd NOW than when I started the letter!

In conclusion, what you do for your clients is entirely your business. I understand that. The other thing that I understand is that if you treat ALL of your clients the way that I was treated Saturday, you should go ahead and move back to that little hole-in-the-wall place that you were previously in on the south end of town. Based on the "crowd" you had at 4PM on a beautiful Saturday afternoon, everyone would still have plenty of room. You won't have to worry about me crowding your isles any time soon. I will be exchanging a $24.95 tool bag in Amarillo.

With all due respect, have a good day. Phil Walrod

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OK, I'm glad THAT'S over with! Do you know me better now? 8-)