August 2005

August 12, 2005 13:57

I received an email the other day from a customer. I’m not printing it to brag, but rather to emphasize a point. Here it is:


Dear Michael,

You will be pleased to know that we arrived home with my new cello safe and sound.

You will also, I'm sure, be relieved to know that in the cold light of day, back at home, I am still delighted with it. Yesterday I played to my brother and his wife, with whom I spent many hours discussing sound when searching for a violin for him. My sister-in-law expressed exactly what I was thinking: When I played the cello I have used for the last ten years she said, as others have done after performances in the last year, 'Why can you possibly want something that sounds better than this?' Then as soon as I began to play on my new instrument there were exclamations of approval: notably that the expressiveness of the sound is completely in another, superior, category than the other cello.

As regards the help you and your colleagues at Machold gave me, I couldn't be more pleased. Blake was extremely helpful on the phone before I came. Julie looked after us in a most friendly way. Ecevit not only worked overtime to make the cello ready but was helpful in lots of other ways. I found it very useful that you yourself were prepared to go to some trouble and expense to present the instrument in the best light. Changing the strings, arranging that the set-up was to my taste, giving us plenty of time (and coffee) with help where wanted and leaving us alone when preferred would all seem fairly obvious ways to sell cellos, but my experience elsewhere hasn't matched this.

All in all, then, a satisfied customer, and Jane and I felt we had also made new friends.

Many thanks.

Best wishes,

Colin


The point I’d like to make is that I was as happy and satisfied to serve this client as he was to be served by us. He was, in many respects, the perfect customer – he was informed, prepared, and knew exactly what he was looking for. He had several instruments waiting for him to try in several shops that he had whittled down through research on the phone and Internet. He had figured out what tonal qualities he was looking for, and knew how to express them. If every one of our clients could be as specific as he was, sales in general would go much more smoothly.

It’s not that I don’t want to help educate our customers who may not have had as much experience playing and trying instruments. In fact, I consider that to be one of my major responsibilities as a dealer. But it was just so gratifying to be able to look someone in the eye and know that they were comfortable with you, and you with them, and to know that they were going to be happy with an instrument that you helped them to find.

It’s one of the things that makes this occupation very fulfilling. When things get stressful in the months ahead (and they always do when the fall season starts), I’ll be looking back and remembering the perfect customer.

1 reply | Archive link


More entries: September 2005July 2005

Facebook Twitter YouTube Instagram Email

Violinist.com is made possible by...

Shar Music
Shar Music

Yamaha Silent Violin
Yamaha Silent Violin

Pirastro Strings
Pirastro Strings

Corilon Violins
Corilon Violins

Los Angeles Philharmonic
Los Angeles Philharmonic

Dimitri Musafia, Master Maker of Violin and Viola Cases
Dimitri Musafia, Master Maker of Violin and Viola Cases

Violinist.com Shopping Guide
Violinist.com Shopping Guide

Metzler Violin Shop

Bein & Company

Bay Fine Strings Violin Shop

Leatherwood Bespoke Rosin

Annapolis Bows & Violins

Los Angeles Violin Shop

String Masters

Bobelock Cases

Things 4 Strings LLC

Violin-Strings.com

Viola-Strings.com

Baerenreiter

Fiddlerman.com

FiddlerShop

Sleepy Puppy Press

Jargar Strings

J.R. Judd Violins, LLC

Southwest Strings

Nazareth Gevorkian Violins

Laurie's Books

Discover the best of Violinist.com in these collections of editor Laurie Niles' exclusive interviews.

Violinist.com Interviews Volume 1
Violinist.com Interviews Volume 1, with introduction by Hilary Hahn

Violinist.com Interviews Volume 2
Violinist.com Interviews Volume 2, with introduction by Rachel Barton Pine

Subscribe