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Thursday, May 11, 2017

When it all works right



We recently had the need to replace a washer/dryer. The old one just got tired and was preparing to go out with a lot of noise. We searched all the big suppliers and found that an exact replacement was not generally available. We knew our system was old. After a few days of on line searching, I found one and only one potential supplier that had a few similar units. Much to my surprise their web site had an exact model replacement. A phone call determined that they did, in fact, show a few in of them in inventory. The site reflected an unusually low price as well, and the phone conversation confirmed the price.

We were in the store within hours and purchased the exact replacement for the price shown. But this is only part of the story. That evening the washer completely failed. The store confirmed a delivery date within three days and time, within four hours. When the time passed, we called and were told the truck broke down, but they expected to make the delivery later that day. They did, after renting a replacement truck and shifting the items to be delivered on the route. I knew this was true because of the rental truck company name on the vehicle. They overcame the issues with three very tired delivery men. These men removed the old unit, installed and checked out the new one and made sure we were satisfied before they left.

 

We recommended this store to three friends who were also pleased. Now we are considering replacing a stove, oven and dishwasher. Guess where we will be going!!!

 

How does your business stack up?

 

 

Steve Koenig, SCORE Counselor


 

 

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