The long-term prospects of most businesses depend on satisfied customers. We work every day on the idea that customer satisfaction is one of our highest priorities. Yet, in reality, we do not have complete control in satisfying a customer. We are dependent on a number of other people in our supply chain to deliver satisfaction — one of the most important being the customer himself or herself. There is a part each customer must play to bring satisfaction with a product or service.
Modern culture has taught the popular idea “Make me happy” — a passing of responsibility for satisfaction. Mass merchants have popularized “Your satisfaction guaranteed” and “If you are not completely happy, we will gladly refund your money.” This leads to the axiom “The customer is always right.” All of this ignores the truth that customer satisfaction is not the total responsibility of the supplier. The customer’s behavior has a lot to do with his satisfaction.
We have more than our share of good Walker Mower customers. We are thankful for each one. For those who are unhappy or dissatisfied, we would quickly acknowledge our responsibility — our machines have not always been perfect and without defect. But when problems come, we also would challenge our customers to do some self-examination. Ask if this problem was caused by: wrong use, failure to maintain, abusive treatment, an accident, altering the equipment. Ask yourself, “Can I prevent this from happening again and thereby improve my satisfaction?” Also ask your dealer for advice on the same question.
We will bend over backwards to help customers who are helping themselves by carrying out the best possible ownership of their Walker Mower. You make us look good, and we will do our best to show our appreciation by working for your satisfaction.
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