Never Let the Customer Down
Re-printed from Profit Magazine September 1998 Round Table
Jim Scharf, Jim Scharf Holdings, Perdue, Sask.:
It's No.1 certainly. Without customer service, you've got nothing. To me, customer service means that people call our toll-free number with a problem, you solve it - whatever it takes. Make sure they go home happy and tell 10 other people.
We offer a lifetime warranty on the E-ZEEWRAP. People have phoned us up to say they've melted the dispenser over the toaster. One man was carrying it home from the store, dropped it and it broke. No problem. We give them a new one free of charge, because our product is very economical to produce. And you see the window open and hear them say "Wow, I can't believe this." They've never had this happen to them before. They go out and tell everybody and all of a sudden you're seeing it compounding. I think it's just a matter of being fair. Whatever you do, it will always come back to you.
I think I bring some honesty and integrity to the industry we're in. Sure, we're selling and marketing products but we believe in what we're doing. It's good, credible stuff and we're not here for the quick buck. We're here for the long haul.