I just got back from East Rochester NY.
Specifically Leo's Bakery.
Where a machine I sold "as is" to a broker, a longtime friend, who sold it to another broker who sold it to a Bakery Equipment Supply Company who sold it to Leo's Bakery. But, they didn't back it up with follow up or service.
This was the last machine I ever built. It was customed and tooled for a customer that went belly up before they could take delivery. It sat in a warehouse for two years. I put my name on every piece of equipment I build so Leo's Bakery, in desperation, called me.
They wanted their money back. They paid more than twice for what I sold the machine. The bakery supply company reneged.
Legally, I have no obligation. But my broker friend's reputation was on the line.
Try as I might, I could not solve their problem over the phone,
Therefore, at my personal cost, I drove there, for three days, to fix the issue.
It could have been many things. There was a possibility that things had been done making repair impossible in the field. It took me a full day to check it out. I prepared the new owner for the worst case scenario. I might have to ship the machine to my shop for repairs. Two weeks and $2,500 freight at his costs.
My charge would be zero.
He flipped out.
I told him I had never had a failure in 35 years of the business. Our definition of "quality" was the delivery of a customer's expectations. Obviously, this was not the case here. Therefore, I would fix it. PERIOD!
Luckily,,,,;
After a thorough review, I realized someone along the chain of buy and sell, had changed one sprocket in the drive line between the front and back of the machine.
It may have been my guy.
Not likely but;;;;
It was simple and stupid.
I ordered a new, proper sprocket, from Granger, to come in the next day.
However, these people had no training on the machine and had set tooling up improperly. So, I spent two days training and making proper tooling for their product.
Something the Bakery Supply had refused to do.
The sprocket arrived noon Thursday. I installed it and within the hour we were running product at twice the speed promised.
They expected a 40 PPM machine. It went at 95 PPM.
Despite success, I would not accept a cash payment. After all, they owed me nothing.
So, when I got back to my truck, the cab was filled with baked goods.
So, I ask you this,,,;
Is a Ford (arguably) a good quality product? How about a Mercedes?
Both are quality products, but I would be disappointed to buy a Mercedes and get a Ford level of product and performance.
To me, if the customer gets what they expected, you have delivered a quality product or service. Too often we have seen a high end brand putting their label a low ball product. That always leads to disappointment.
For instance; A Fiat drive train in a Chrysler product.
In my case just reselling a product without Service or a performance guarantee
Why do companies do it?
To me mind, the delivery of a product that does not meet the expectations of the client is fraud. So to my mind a confidence is achieved only if one has a one-on-one understanding of what the client expected. The Bakery Supply would not let me contact the client. So, how could I deliver a "quality" product.
They blinded me to the customer in fear I would sell around them. That exposes their own deceitful and trust worthyness.
The result, failure.
This was the only machine I ever built that I did not deliver personally to ensure satisfaction. It was sold wholesale, as is where is.
Never again
