To Tell Or Not To Tell?
What would you do if you accidentally causing more problems to your customer equipment? For example, if the customer sends in an equipment with a simple complaint and you accidentally dropped something on the circuit board causing it to burnt badly, so what would be your next step. Deny that it was your fault or just simply tell the truth about it? In fact this is a very hard decision because you may lose this customer if you tell the truth. If you deny that it was your fault there may be a big quarrel and this could hurt your company reputation.
From my experience, the best is to tell the truth. Inform your customer what really happen and ask if he could give you more time to solve the problem and you have to let him know that you will bear the cost. Please do not give pressure on the customer side. If you could not solve the problem and have paid the customer and the customer decided not to send any equipment to you for repair, you also cannot do anything. At least you have done the best on your part by not denying that it was your fault. By sincerely telling the truth you will have chance to maintain the customer.
Why am I sharing this to you because many years back one of my staffs accidentally broke a 21" CRT tube and I told customer about it. I told the customer to give me few weeks to find the repalcement tube and if I cannot find it I will pay for it. After a week I managed to locate the same tube from a repair friend (Isn't it good to have repair friends) and finally fixed the Monitor. The customer was happy and continue to send things for my company to repair.
Have you came across such situation before? If yes we would like to hear your story-thanks.