Wednesday, December 5, 2012

Your most unhappy customers are your greatest source of learning ~ Bill Gates

Bill Gates said that “Your most unhappy customers are your greatest source of learning.” Recently, there was a post from one of our customers regarding our Syren by Model Shipways. The customer was unhappy with the quality of some of the castings and posted a message expressing his displeasure. 

After performing a thorough review, followed up by another review with the model's designer (Chuck Passaro), we determined that we made a mistake. And, rather than hiding it or saying "thanks, we'll fix it later", we owned up to it and will be replacing all Syren casting for those who request the new set (and it will be FREE of charge). At Model Expo, we believe in the old adage "do what is right, not what is easy" - in this case, we fouled up and will do what is right because that is what good companies do!

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