Customer told me my CLA work was 'sloppy' and I actually listened

Old guy brought in a Pentax Spotmatic he'd had since the 70s for a CLA. I did my usual thing, it looked fine to me. He called me the next day, came back, and showed me a tiny spec of dust on the mirror and said the film advance felt 'gritty'. I blew him off at first, but then I re-checked it under a strong light and found like 3 spots I missed. Now I use a magnifier and a rocket blower on every single mirror and lens element before I seal it back up. What's the one thing a customer pointed out that made you change your routine for good?

2 comments

2 Comments

kai65713d ago

Good on that old guy for calling you out. Most people just grumble and never say anything. That speck on the mirror thing is brutal too because it's totally harmless but once you know it's there it's all you see. I had a client once tell me my return packaging was too flimsy. He was right. I was stuffing cameras back in boxes with just a bit of bubble wrap. Now I double box everything with foam corners. Been years since I had a shipping claim. Sometimes it takes a grumpy customer to make you actually stop and think about your own process.

joseph_murray813d ago

Totally agree on that last point. Sometimes the fussy clients end up being the most useful because they actually tell you what's wrong instead of just leaving. It's annoying in the moment but it sticks with you way more than the easy sales.