Today I had to go to the store where I bought my bread baking machine. After about 1.5 years of loyal service it broke down on us. The thing is still under warranty so I go down to the store with the thing.
I greet the sales representative from the store with a smile and explain that after 1.5 years of satisfying service, my bread machine gave up on me. He briefly checks and establishes that the machine still falls under warranty.
My attention gets pulled away by another customer that seems to be a bit unhappy and vocalizes this enough for me to get uncomfortable.
I turn my attention back to the sales representative that was helping me as he points out that the standard procedure for this device is to supply a replacement, but that they are no longer in stock. Sending it out for repairs would take a long time, so he suggests replacing it with a similar model (the updated version of the same machine I had). I just smile and trust that the man will find a solution to the situation.
Again the other customer manages to grab my attention with his argumentative tone. From what I can make up there’s some disagreement on the sale price of the thing he wants. The guy helping him remains remarkably calm and I must confess I admire his stalwart posture.
The person helping me has found the newer version of the bread baking machine. It’s not in the store, but available, and the sales representative offers to have it shipped to my home so I don’t have to pick it up. I appreciate the thoughtfulness and agree upon a time for delivery.
There is one thing. The newer bread baking machine is more expensive than I originally paid for the one I had. The price difference is 30 EUR, but it does have some extra features (an extra baking tin to bake 2 smaller loafs instead of 1). The sales representative confers with his manager how to deal with this. At this point I am please with the service and considering I get something extra, I actually wouldn’t mind paying a bit extra. But as the man comes back he states he will just exchange the machines with closed wallet. I thank the man and he scoots off to finish the paper work.
At the same time I am standing next to the noisy customer. I now realize this man is making a fuss over a misunderstanding that is 10 EUR difference. The guy helping him (god, how I admire his composure) finally decides to cut his loss, but the man doesn’t even seem thankful and remains bloody rude.
After a brief moment, the sales representative returns with my new invoice and confirms delivery on Monday. I shake the man’s hand and smile as I am very pleased with the service I received.
As I walk out of the store and with the prospect of a brand-new break baking machine for the same price, I wonder if I would have saved myself 30 EUR if I had acted like the other customer, let alone if he would get the same break if his product would turn out faulty. I think not.
I determine that a smile is more powerful than a loud mouth.