On four positive notes

In an attempt to demonstrate clearly our respect to traders and suppliers of products and services who show respect to customers, today we will feature four positive notes:

Derek Garden Centre and Maltapost

I would appreciate it if you would kindly publish the names of Mr Melosaul Balzan of Derek Garden Centre and Mr A. Barbaro Sant, Maltapost executive, in your "Positive Note" column.

Both gentlemen proved to be most courteous and helpful in my recent dealings with them and they deserve to be thanked publicly.

This letter is a follow up to my e-mail, which was sent to you earlier this month. Thanking you in anticipation. (Catherine Calleja)

I happen to know one of the named gentlemen personally and I am not surprised to read about the positive impact he made on Ms Calleja. I will not identify who it is as I have no doubt both gentlemen deserve the same recognition in our column.

Bargains

I feel I must write to express my appreciation for the customer service at Bargains of St Rita Street, Rabat, Malta.

I recently ordered a package through an advert aired on local television. After delivery, I started unwrapping the merchandise and I immediately noticed that the purchased goods were damaged.

On complaining to the management, I was assured that my items would be replaced with brand new ones, as, in fact, happened.

Yet, I was unfortunate again, as the items delivered to me the second time round turned out to be defective too. This time my complaint was handled by Mr Paul Abela, who personally took the trouble to resolve my mishap.

While offering his sincere regrets and apologies for the inconvenience, he gave me an ample choice to avail myself of, that is, either exchange my goods in return for others from his shop, or an open credit note, or even my money back.

I returned the goods on the same day that my complaint was forwarded and I was fully refunded with my cash, without any beating around the bush.

Indeed, this is what I really call customer care. I am very glad to say that the customer-orientated service offered by this company keeps a customer happy and encourages him/her to come back for more.

Well done and keep it up. (Anne-Marie Piscopo)

This is most definitely an issue worth focusing on. Indeed, locally we have too many shops where, once they get hold of your cash, under no circumstances would they consider giving it back to you.

Ms Piscopo's letter says it all and apart from adding my compliments to Bargains on their excellent attitude, I can only echo Anne-Marie by stressing that "the customer-orientated service offered by this company keeps a customer happy and encourages him/her to come back for more".

I compliment Mr Abela on his excellent customer orientation. I have no doubt that, just like Ms Piscopo, there are many other satisfied customers whose custom he will retain.

Construct Furniture

Well done for your work. I have a positive story.

I had a small problem with my bedroom furniture (spare bedroom bought from Construct Furniture, Luqa. My shelf computer desk cracked a bit.

I e-mailed Construct Furniture and in about two hours they replied that within a week's time they would call at my house to see the shelf. They came and without any fuss they took the shelf and brought a new one. That's what I call excellent customer care. (Catherine Calleja)

Here's another satisfied customer confirming that we do have local suppliers of products and services who treat their customers with, as Ms Calleja put it, "excellent customer care".

Intercomp - another satisfied customer

This was a drawn-out case which highlighted the problems importers/agents have to face in situations where they have to compete with parallel importers.

At this point I must stress that I am not against parallel importation. I believe it is beneficial to consumers in that, from a competition point of view, it impacts positively on prices.

However, to be fair, in such situations, one must bear in mind that importers/agents have to finance a set-up with a view to supplying all the after sales service, guarantees, etc.

In this case Dr Patiniott bought a Hewlett Packard Print/Scan/Copier from the importers, Intercomp. Shortly afterwards, he came across the same printer being sold much cheaper. Here follows an excerpt from Intercomp managing director's letter explaining the situation:

When we set our prices for the products we offer, we try to be as competitive as possible while bearing in mind that we are operating in a very liberalised and aggressive market.

Ultimately our aim is to ensure that the customer is given value for money. That is what creates so much repeat business for us... (Christopher Briffa, managing director)

In any case what really matters in the end is whether customers are satisfied or not and here follow some excerpts from a satisfied customer:

I refer to our exchange of correspondence of March/April/May 2003, regarding a Hewlett Packard Print/Scan/Copier (PSC 2100), which I purchased from Intercomp in Marsa...

Barely a few days later, I came across another establishment selling the same HP PSC 2100 at the much reduced price...

I write to inform you that Mr Christopher Briffa, managing director of Intercomp, has been true to his word, and he has offered me a most advantageous price for my purchase of an HP laptop and printer/scanner/copier from Intercomp this year.

Mr Briffa has, with his gesture, won over my custom, my confidence and my gratitude.

I feel that, in all fairness, I should inform you of the above and commend Mr Briffa, Mr Francis Wirth and Intercomp for their courtesy. (Dr Robert Patiniott, MD)

Well, there it is... another satisfied customer. At the end of the day the ultimate objective of any business enterprise is "satisfied customers who feel the need to inform others about their satisfaction".