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CURRENT NEWSLETTER
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Lindemann Chimney Supply sells wholesale only to the chimney and hearth industry.
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 February 2008
Zero Risk
"It's not our fault - but it is our problem".
Disney coined this phrase.
One example often cited is how Disney helps people find
their cars at the end of the day. A family arrives in a white
minivan, the car unloads and runs towards the gates. At
the end of the day, they have no idea where they had
parked and there a lot of white minivans. Disney realizes
that this is not their fault but it is their problem. The customers'
lasting impression with Disney may be one of
frustration. They have employees riding around in vehicles
looking for families that seem lost. They find out the
approximate time they arrived, direct them to the "Goofy"
section where they were parking cars then, cruise the
aisles in a golf cart with the family, hit the panic button on
the keychain, and bingo! they find the car. The customers'
experience is complete. I thought of this a few times this
week when our customers had some issues, and some of
them were flat out wrong. Although it is "not our fault" we
accepted it as "our problem". It makes me proud to be a
part of a company like that.
Too often when a customer is dissatisfied, the most they
receive is a stuttered apology from a panicked front-line
employee, who is not trained, permitted, or interested in
fixing the problem. Because the customer receives the
message that the company does not care, they cease to
complain, and cease to come back. This is a High Risk
company.
Zero Risk means that no matter what the problem, a customer
can be secure that the company will make it right. It
is so named because the customer feels no risk in dealing
with them.
Nordstrom is one company that adopts such policy. I've
read several books on Nordstrom and I always love to
hear the stories. I thought this one was worth passing
along. It's about a guy I've seen speak a couple times. He
runs a world-class hair salon and has some great ideas
and thoughts on customer service. He has also admitted
that he loves to shop at Nordstrom.
One morning when he put on his shoes, he noticed that
the tongue of one was damaged. Because the shoes
were a year old, he believed nothing could be done until
he remembered the shoes had been purchased at
Nordstrom.
When he showed them to the general manager, she said
she didn't think the shoes had been purchased from
them. Nevertheless, she asked him to leave it with them
for a few hours. When he returned, the shoe had been
repaired as good as new, and at no charge to him.
He told his wife about the story later, and she confirmed
what the manager had said: those shoes had been purchased
elsewhere. Nordstrom had repaired at no charge
a shoe they did not even sell. Truly a Zero Risk company!
Thank You and Goodbye
As I sit here writing this note I have mixed emotions. I have
to say good bye as I'll soon be embarking on a new career
opportunity. I will be moving on to take a position as
Warehouse Manager for New York State Disaster
Preparedness Program. Yes, it is just what it sounds like. I
will be tasked with inventory management and future growth
of a program that's designed to support New York State's
emergency and disaster personnel. This is a vital program in
today's world and I will be out there behind the scene, making
sure our first responders, doctors, hospitals, firefighters,
state and local leaders all have what they need in time of a
crisis. I'm very much looking forward to this challenge.
Now, to the thank you's. Thank you to Chuck Phillips and
the Lindemann family for the opportunity to use my talents
here in the chimney sweeping industry. I have enjoyed my
time here and I know I'm a better person today because of
this experience. I will miss all the friendships and people of
this industry. I know my customers that I've served for the
past five years will be in great hands. You will continue to
receive excellent customer service from the staff here in
Albany.
As we said in the Navy when someone left, I wish you all
fair winds and following seas. Hope to see you all somewhere.
Jeff Ballard
Warehouse Manager
Lindemann Chimney Supply
Albany Division
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