From: millios@cbnewsf.cb.att.com (william.l.millios)
Subject: RE: Mr. Grizzly (was Some Assembly Req'd)
Organization: AT&T
Date: Mon, 27 Jul 1992 13:04:16 GMT



			     84	Bay Avenue
			     Atlantic Highlands, NJ  07716
			     July 22, 1992

			     In	reference to:  Complaint by Mr.	Preckshot


       Mr. Grizzly
       AKA Mr. S. Balolia
       Grizzly Imports
       P. O. Box 2069
       Bellingham, WA 98227

       Dear Mr.	Balolia

       I recently read the letter from Mr. Preckshot to	you, and
       your reply.

       First, this is the 1990's, and the days of greasy-haired
       high school students huddling in	back rooms over	a hodge-
       podge of	messily	assembled electronics known as a computer
       is no more.  Computers are becoming accepted in a wide
       variety of applications.	 I would be very much in shock if
       your company did	not use	computers in some way, shape, or
       form.

       Therefore, I object to your snide tone when you refer to	Mr.
       Preckshot's "computer buddies".	First of all, I	have never
       met Mr. Preckshot personally.  I	only know of him through
       the computer network, which, as he states, reaches far and
       wide.  I	converse regularly with	people (whom I have never
       met) that reside	and/or work not	only in	the States, but	in
       foreign countries as well.

       Second, while the tone of Mr. Preckshot's letter	may not
       have been the subservient "Please help me Great One" that
       you may have been accustomed to receiving, your reply to	him
       made one	big mistake.  You forgot that he was a customer.

       Where I work, the customer always comes first.  No matter
       what he/she says, wants,	desires, or dreams of, it is our
       duty to please this person.  If we cannot personally provide
       that which they seek, we	should at least	leave them feeling
       positive	about their association	with us.  One upset
       customer	talks an awful lot more, and has a correspondingly
       greater influence, than one happy customer.  Therefore, it
       is in the best interest of the company to avoid any
       dissatisfied customers.

       Third, I	am one of those	people who will	soon be	in the
       market for large	woodworking machinery in the next few
       years.  I had heard a variety of	things about your company
       and your	products (granted, I must admit	that most of what I
       heard was positive); however, your flippant behavior towards
       a customer who spent a large amount of money at your
       establishment has totally alienated me from your	company.  I
       will now	seriously hesitate before purchasing any Grizzly
       products	in the future -	I may know that	your products are
       good, but I also	want to	be treated as a	valued customer.

       I would recommend that you do some reading on how to satisfy
       customers.  Your	attitude (as portrayed to Mr. Preckshot)
       may have	been appropriate for a foreman on a construction
       site, but was most definitely not appropriate for this
       situation.



				     Sincerely,



				     William L.	Millios

































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