By! GORDON SHAVE

. There are ~ three
. characteristics common to
every . complaint—customer
annoyance, : inconvenience, -
the fear of expense.

Generous settlements may
' reduce the expense, but
- rarely do they reduce an-
. Moyance or inconvenience.
The joy of the purchase is
marred. It means a trip
- back, a. loss of use, a.
. provocation.

Obviously: -the challenge.
goes beyond the settlement.
:, That may look-~ after the
: expense but little -else. It
_ takes’ sincere persuasion—
: finely tuned selling skills—to

- eradicate. the annoyance, —

lessen the i inconvenience. _

The. objective. is to
reinstate the customer's pre-
purchase confidence in the
organization, .

“pectations and _ benefit

anticipations. In short, put.

the customer into the same.
- frame :of mind existing
' before the money was
plunked onto the counter.

If the. customer is totally

innocent (the Majority are). the - expense, annoyance

8 phase in -the ‘complaint
‘»ceduré.is as critical as the
_ tlement ‘itself: Indeed, a
tled complaint is the-tip of
iceberg. The customer
o stomps out annoyed,
onvéenienced, upset,. is
bottom of it—the . ‘par
t can smash the hull, sink
ship.

Why then do so many
large- department stores,
retailers, service
Organizations, etc., set up
complaint departments that
are manned by clerks whose
only function is to process
documents or “third degree”
the complainer.

Why do salespeople in
general avoid complainers as
if the plague came in with
them. They see the parcel or
package in the person's hand
and they run, get busy with a
“looker,” or pick up the
phone and talk to  them-
selves.

product. ex-.

Page 28, May 23, 1979 - North Shore News
-. Dusiness « careers |
__ MANAGER'S CORNER ~

~ Complaints can
- bring goodwill

“Complaints -are not
handled by my sales people,”
said an automobile dealer.
“Their job is to sell cars.
: We've -got a _ service
department’ to handle
complaints." ~ :

The dealer's ‘mistaken.
The service department
didn’t sell the unit, doesn’t
- know. what was said, implied

or assured and most im-

_portant is rarely manned by

_ people with skills in the .

discipline of selling. That
combination almost
guarantees a sense of

blackmail—“take it. or leave .

it “-—loss of. goodwill.

This series was triggered
by a personal experience ina
downtown .

from the courthouse). The
meal was presented cold,
taken back, passed through
a. microwave, re-presented
lukewarm. I complained, got
an apology, an invitation to
order something else, a
shrug when I refuséd, a bill
($24.00).

" Nothing was done about

inconvenience. As _ for
goodwill? It's. gone and the
multiple. factor is working as
hard as I can work it.

In contrast, a newly
opened transmission shop on
Marine Drive in North Van.

charged me $530 for a new -

transmission. I had a
complaint (noise in the
universal joints). They were
replaced free and with
apology and reassurance—
from the owner/operator,
not the mechanic.

I took some fish (smelled
tainted) back to a super
market on Lonsdale. The

“meat manager accepted the
package, . apologized
' profusely, invited me to help
myself to whatever I wanted.
I carefully picked up a
package that exactly
equalled the price of the
fish.

Executive
Secretary Assistant

Minimum Two years experience land development
background an asset, Must have excellent typi

and shorthand as well as good public relations skills

rofessional attitude, Sala
led resume to box 560 North Shore News.

gatal

negotiable. Send

infercommerce Bullding and Development Ltd.
§929.Granville Ave. Richmond V7C 1E9

Chris Eleniak 277-3892

The Place —

Top Pay —

North Vancouver

AUTO MECHANIC
JOURNEYMAN

Job Opportunity — wins C's No. 1 Gui Retater

6 large, super clean, bright and

13TH & LONSDALE GULF
SEAVICE CENTRE LTD.

wel equipped bays
(ft fully quadified Most benefits
inchited

980-8355
Steve Dubay

"little: inconvenience, .. ;

. restaurant.
(Robson on Hornby across’

The’. ‘British. “Columbia: -
Forest. Industry. ‘Has reached’
. amilestone by declaring for.
the first: time 2in nee
investment :

Fig igures. just’ released. by.
the federal statistics: agency °
show the sum of capital and’
repair. or . replacement ‘ex-
-penditures in all sectors: of ©
the “ industry ‘ planned for |.
1979 exceed si 061. million, .
up from $990 million in 1978. °

1. was, happy. SO) was: the: .

manager. : : No ° “annoyance, .

“nO.

i ee Se
a re

* Don Lanskail, President of .
“the : ‘Council “of: Forest - ‘Jn- |
/dustrigs: at BC, said: the.

“devel ce toro iat ex-

ihpoieee a a cee
Ste ‘StatsCan figuies ae

% ‘ena ‘evidence : that | he

forest -. products’ ' producers

are not just beating. path to

the. nearest: Vault ‘at a. time.
when strong markets and the

expense.The. complaint was . 7

handled .
correctly. Tt. ‘created -
goodwill--more business.

Earnings -of Canadian. 7
Pacific Investments Limited -

last year were more than
triple those. of five years
before, establishing a. new
standard of achievement and
reflecting the potential of
the company.

CPY’s 1978 annual report,
released earlier this month,
says the 1979 outlook is for
earnings in the Same Tange as
those of 1978.

‘CPI had earnings of $273.9
million in 1978,. an increase

_ of $60.7 million or 28 per

cent over 1977. Earnings per
common share were $4.51,
compared with $3.55 in
1977. Most of the company’s
diverse activities contributed
to the increase.

simply . -but’

of sale materials.

For more details and a complete

- profit picture, write:

Mr. Wayne Cole

Valley Distributors Ltd. _

13890~104th Avenue \
Surrey, B.C. V6B 4E1

Or phone for an appointment:

588-O121

Are You a Super Biologist?

Then We Need You --
A Government position is open for an experienced

biologist with knowledge of

engineering.

fisherles and

Call Coleen Timmons: 985-7021
North Shore Business Services
_ 102-145 W. 15th, North Vancouver

-small accounting staff,

President.

earming $20,000.

Campbell
Sharp &
Associates

OAANATE MEE 6 omen vanes

CONTROLLER
Garibaldi Lifts Ltd. is expanding. its management
information systems in Vancouver and Whistler and
now require an accountant with experience in a
variety of accounting and computer systems. This
new controller's position will be responsible for the
preparation of financial statements, supervision of a

operating and project costs and will report to the

The successful candidate will have practical ex-
perience in management information systems and
an interest in outdoor recreation. An accounting

designation would be desirable, however,
f perience is equaily important. The remuneration |
package will appeal to a candidate presentty

Please reply in confidence to:
Campbefi Sharp & Associates

- 1066 West Hastings St.
Vancouver, B.C. V6E 3X1

Attention: Mr. K.M. Dye

budgetary control over

Q@x-

devalued Canadian dollar:

have - improved, .

.profitability,” the COFI

. president said.
“The record level of

planned investments. for
3. 1979 demonstrates ‘strong

: investor’

Spas on: it,”

‘confidence. in
British Columbia and- will

help secure a bright: future

Yor the province’s principal
industry - and . the ~ many
thousands. of men. and
women whose livelihood
Eanskail

More Sra

- . c
: . Ff

} ae iieg soft drink roduct _
| can help boost retail sales.

If you operate’a BC. retail business, we
~ would like to talk with you now about
. , adding our product to your retail mix.
Due to increased product demand, we |
are expanding distribution through
established B.C. retailers in all areas.
We offer'a well advertised product,
provide promotional and merchan-
dising support, and supply all point

Career

JUNIOR CLERK TYPIST
Required by this excelle

TYPISTIPROCESSOR

Several oppo:

SALES: $16,000
Our client is tookin
direct sales ex

advancement. Call T

Cal Toula.
TRAVEL AGENTS:

several positions av
from junior to managem

SECRETARY TO $900
Would you drive to
A super secretarial

People Helping People
“Many Employers wil honour -1979 Vacation Plans”
INSURANCE

nt d/t Insurance.com
typing of 50 w.p.m. is necessary. pany. Accurate

Insurance experience would be a great asset for this d/t
Position. Lots of variety including relief reception is pro
PERSONAL LINES/GIRL FRIDAY — - prion I Provided.

rtunities are available for experience | is fl
Call in confidence for turther details. Pon ° n this fled.

FOR THESE AND MANY OTHER INSURANCE POSITIONS
CALL JOYCE COWIE

porenes a good communicator with proven
6 and some accounting aptitude. A
stable business aun essential. Excellent potential tor

ELECTRICAL INSIDE SALESTO $12,000

if you know the Residential lighting business at the
wholesale/distribution level this is the job for you. Prepare and
submit quotations on lighting fixtures. Advancement available.

Are you struggling to make ends meet? Are
ou stuck in a
dead end job? Are you looking tor more chal

allable for agency experienced people,
ent Cai Toula today.

Richmond and avold the downtown traffic?

Position Is avasable tor 60 +
+ shorthand (rusty ok). Call Touta today. wpa. Ping

CAREER CENTER

425-890 W.PENDER 683-4192

Center

$675

$2850

enge? | have

center nner teense ent tn mae ane oni ane te aera,