Idaho Airships, Inc. has long operated under a policy that doesn't make much sense from a traditional commercial point of view: We don't profit on your disasters.
I just received a call from a "low volume" but regular customer who took delivery of 4 large format prints, one of which was damaged in their mounting process. A replacement is rolling off the large format printer right now. He seemed to appreciate our policy.
Last year, a different customer-a decidedly "high volume" customer, lost a delivery of a variety of aerial portfolios. They were replaced at no fee, including the shipping. That customer contacted me again this week to meet over what is now an "annual portfolio" spanning Idaho and into neighboring states.
Of course, everything must remain within the bounds of reason...if we deliver 25 large format prints and a customer negligently damages them, we'll negotiate a term on the replacement-most likely near our materials cost. If a framing shop, not the customer, damages product, the framing shop would be asked to purchase replacements-but for the most part, we go out of our way to make the purchase decision with Idaho Airships, Inc. an easy one...and one that is repeated.
L
It is your unusual service policy, respect for industry peers and your extreme talent for the industry that keep us coming back for more! Thank you sir for providing such unprecedented service. I say this with the utmost sincerity, "You really are in a league of your own!"
Posted by: Dallis Fontenot | May 30, 2007 at 04:59 AM