If you' re giving great value let the customer try the market.

The customer is not always right.

Those who know my interests know how I love to study business situations. Today from an un-expected source there was a great example of good customer relations and business practice.

With the holiday coming I had ordered a delivery of logs for our hearth. As usual I took the opportunity to ask the logman how business was in view of the run up to Christmas.

He is extremely busy trying to maintain service and good customer relations by satisfying all of his customers including one of the local inns as we run into the holiday.

This business is a pub which serves meals and the log man delivers every week when the owner calls.

He has recently made a delivery that meant him getting up at 6am to get the delivery in because the owner of the pub had left it late with his order. When the logman arrived at the inn at 7.30 am the inn keeper was still in bed!

To make matters worse when advised that a double load would have go upto £80, a £10 rise to cover increased diesel costs the inn keeper complained and said he would go elsewhere. Not surprisingly the logman said that if he felt that way that is what he should do.

This is a great business example because even though the inn is an important customer and despite the frustrations the logman is confident because he understands the need for good customer relations by giving good service, and he was not afraid to;

A] Claim cost increases to maintain his margins.

B] Let the customer try an alternative.

You may guess where I am coming from. The inn keeper has tried another supplier and found that he would have to pay an additional £20 per load and not get on call delivery. Yes, my logman got his account back.

The customer is not always right and sometimes has to try the market to appreciate the deal he is getting.

We have to have confidence in our service and ability to maintain customer relations so that we can face the competition. I think the log man did well.

Nothing is a waste of time if you use the experience wisely.

Best wishes,

Michael Harrison.

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