Bill Tyler

A member of the Philip Greenspun's Homepage community since October 2, 1997

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October 27, 1999, on Ford Story:
Your original comment about the yogurt company president brought back a pleasant memory. A few years ago, I bought an ancient used Hasselblad camera. The dealer sent it to Hasselblad's service department for a thorough servicing as part of the purchase deal. A couple of weeks later the camera hadn't come back yet. I emailed the president of Hasselblad U.S.A. to ask where I should go to inquire about the delay. He replied a day later with complete information about what was happening in the service process, and an estimated time for getting the camera back. This guy had taken the trouble to personally check on this camera, on which Hasselblad hadn't made a dime since the 1950s, and send a response. What's more, the reason it was taking a while is that they essentially replaced everything that ever wears out. It's worked perfectly ever since. THAT's how you build customer loyalty.