This was the rant: http://www.scubaboard.com/t23009/s.html
Below represents everything that is right with the LDS customer / shop relationship.
Although its been some 4 weeks since this trip, I still haven't rung up the LDS owner to talk with him about the trip, the events and his crew (and this post actually....) and that's my fault. I just basically let it go and wrote it off as lesson learned.
Which is not like me - the LDS owner and I have what I would consider a very good relationship (albeit geographically undesirable, but still very good.) He's very focused on customer satisfaction and strives for continuous improvement. He carries quality gear, offers a quality dive experience. As you've heard me say before, he expects a lot from his students and his instructors. I have no doubt this incident shook him up.
In his subsequent trip follow up, some (basically all) of the details of the things noted in referenced rant (and some other stuff) came to his attention, and he contacted me. There was a sincere apology, an offer to make things right and a renewing of the open-door policy he and I have. This reaching out to me completely floored me tonight - as I return from several days of trade show travel, tired and just wanting to go to bed.
Conscientious follow up and customer satisfaction represents everything that is right in a customer / LDS relationship. Its no secret I buy the majority of my gear on line. But this guy gets 99% of all my local dive bookings, and all of my continuous training and all of my fills. Not that there is a ton of money in any of that stuff, but there will be, as my customer lifetime value will be significant as I will continue to support this guy and his shops. He truly gets it, and I appreciate that.
Just wanted everyone to know there is a happy ending to this rant.
Ken
Below represents everything that is right with the LDS customer / shop relationship.
Although its been some 4 weeks since this trip, I still haven't rung up the LDS owner to talk with him about the trip, the events and his crew (and this post actually....) and that's my fault. I just basically let it go and wrote it off as lesson learned.
Which is not like me - the LDS owner and I have what I would consider a very good relationship (albeit geographically undesirable, but still very good.) He's very focused on customer satisfaction and strives for continuous improvement. He carries quality gear, offers a quality dive experience. As you've heard me say before, he expects a lot from his students and his instructors. I have no doubt this incident shook him up.
In his subsequent trip follow up, some (basically all) of the details of the things noted in referenced rant (and some other stuff) came to his attention, and he contacted me. There was a sincere apology, an offer to make things right and a renewing of the open-door policy he and I have. This reaching out to me completely floored me tonight - as I return from several days of trade show travel, tired and just wanting to go to bed.
Conscientious follow up and customer satisfaction represents everything that is right in a customer / LDS relationship. Its no secret I buy the majority of my gear on line. But this guy gets 99% of all my local dive bookings, and all of my continuous training and all of my fills. Not that there is a ton of money in any of that stuff, but there will be, as my customer lifetime value will be significant as I will continue to support this guy and his shops. He truly gets it, and I appreciate that.
Just wanted everyone to know there is a happy ending to this rant.
Ken