Every So Often...

Every so often you come across a company, like Synchro32, that provides outstanding legendary customer support before and after the sale. Basically, my entire career spanning my days where I cut my teeth at working for H. Ross Perot, Henri to his friends :), at the EDS - Electronic Data Systems, to Texas Foundries Citation Lufkin, Stephen F. Austin State University as an adjunct economics professor and Asst. HUB, Historically Underutilized Business, Coordinator, and now of course Synchro32 - I have been involved with customer service.

Synchro32 is only as good as our customers and sales prospects perceive us to be. Synchro32 straps on our metatarsals every day , don our hardhats and other personal safety equipment, and head out to provide the best support possible in the industry. We never rest on our laurels and the "report card" starts afresh everyday. It's like an old mentor of mine used to say, "What Have You Done for Me Today".

Anyway, I've been working on a DIY project around the house and am adding porch railing. Mind you, I am no Bob Vilia or "Men in Toolbelts" AKA "The Furniture Guys". I needed some assistance in determining what I needed to order and how many of what. So, I found the manufactures website and took some pics and measurements and sent it to them - hoping that I might get a reply other than "we don't do design work" or something like that.

Hello,

Shane Allen of Texas. I'm wanting to rail in my porch and have a gate. I've been looking at your supplies via. your website and ___ website, but I'm really unsure how to proceed in determining what I need, lengths, etc. I want to go with the steel Windsor plus.

Please see attached pictures. Any assistance you could provide would be most appreciated.

Regards,

Shane Allen

Well, after a very short wait, I received this...

The Windsor Plus comes in standard sizes of 4’ and 6’ sections. It mounts at 32” tall. It comes only in black.

The gate would be #665. We can make it to fit your rough opening as long as we have the ID when the order is placed. There would be an increase in cost. The gate comes with hinges, a latch and a keeper. It could attach to your existing wood columns.

For the 50-1/2” section you would get 1 - #575 6’ rail; 1 – pkg. #438 You can cut the rail to fit with a hacksaw. The fitting sets connect the railing to your existing columns.

We do not make a rail 82” so you could order 2 - #573 - 4’ rails 1 - #577 – 36” post; 1 - #579 flange for mounting the post; 2 - #438 fitting sets. You could cut the railing down to fit your opening. You would cut the railings to approximately 40”. The post is 1-1/4” in diameter so it would take up the balance of the area.

Thank you for your inquiry. Hope this was helpful. Let me know if you have any other questions.

Now, that is an example of the type of legendary customer service that you will receive when you join the Synchro32 family.

On the flip side of this, if you don't provide legendary customer service, then bad - very bad things can happen.

A musician named _____ recently had difficulty with ___ airlines. ___ airlines apparently damaged his treasured ___ guitar ($3500) during a flight. ___ spent over 9 months trying to get ___ airlines to pay for damages caused by baggage handlers to his custom ___ guitar. During his final exchange with the ___ airlines Customer Relations Manager, he stated that he was left with no choice other than to create a music video for youtube exposing their lack of cooperation. The Manager responded : "Good luck with that one, pal".

So he posted a retaliatory video on youtube. The video has since received over 5.5 million hits. ___ airlines contacted the musician and attempted settlement in exchange for pulling the video. Naturally his response was: "Good luck with that one, pal".

___ Guitars sent the musician 2 new custom guitars in appreciation for the product recognition from the video that has lead to a sharp increase in orders.

Here's the video .....

http://www.youtube.com/watch?v=5YGc4zOqozo&NR=1

Now, I always check my "facts" regarding such things, the Wild West Web is full of pranksters, so my due diligence took me to this... (I'm a connect the dots kinda guy)

http://www.huffingtonpost.com/2009/07/24/united-breaks-guitars-did_n_244357.html

http://www.timesonline.co.uk/tol/comment/columnists/chris_ayres/article6722407.ece

and, here is one circulating around right now...
http://www.pcworld.com/article/184815/Fake_Steve_Jobs_Takes_On_The_Real.html?tk=rss_news

BTW - you may ask yourself why I did not post the company name or the persons name that provided me the wealth of information through outstanding customer service. Due to litigation tendencies in this country, I have found it best to NEVER EVER mention another companies name in a BLOG or anything else w/i public view - even if it is positive. Positive comments can sometimes be "misinterpreted".