her entire collection, EMOTIONALLY and EGOTISTICALLY.

Possibly, the value of her overall collection may have decreased, and this could be an undisclosed fear on her part. Maybe in a pinch, she always felt she could fetch a premium for it, but perhaps no longer.

We're getting into something that is probably called, "collector psychology." Come to think of it, those folks who insist on using ORIGINAL PARTS to repair and recondition old cars, are similar. They're PURISTS.

You can argue all day long that cheaper, foreign parts are made to exactly the same specs and standards as those made in Canada, or the U.S., but they won't buy it.

Piano buyers

I received this inquiry asking how I would assess this Customer-Gone-Wild episode. After I share it with you, I'll affix my answer, which I hope everyone will find useful.

Two women came into the store and I greeted them with a smile and a pleasant hello and one "lady" proceeded to tell me what a rotten company (ours) was and how disgusting that the figurines were now being made in Thailand, not England. Said she had over 100 figurines and started saving them over 40 years ago. She never would have started if she had known. It went on for several minutes, no matter how I explained what we have been advised to, she just kept on and on. Telling me I will never convince her that it was wise or a smart move and she raised her voice.

At first I tried to tell her what companies like ours do when they open new factories {as we have been trained}, then I tried to show her the figurines that are still manufactured in England --they start at $550.00 and upward for these prestige pieces. Most pieces run into several thousand dollars. The average person cannot afford that. So by having them made offshore they have become affordable again.

This all took place over approximately 12 - 15 minutes. When I started to leave her to attend to other priorities she followed me and kept it up..... I finally made a comment about our clothing and said just about everything we are all wear is not made in North America. There aren't many items now.

I know not to take this personally but when it keeps up for as long as it did, how do you handle it?

Hi B,

Thank you for your "war story."

In no special order of significance, here are my reactions:

The real key is this question: "What is VALUE to the customer?" In her case, the answer is complicated.

Value, I suspect, for her means a certain snob appeal, a sense she is part of something exclusive, having bragging rights, impressing her friends.

Collecting your products served these purposes for her, but no longer. She is HUGELY disappointed that your firm decided to cater to from her view, a downscale clientele.

This is a classical example of the fact that a company cannot serve everyone perfectly, that it will inevitably disappoint many by making strategic and sourcing and pricing decisions as yours has done.

Instead of being able to cast a spell on her friends as they listen aptly to how and where she acquired each unique piece, there will always be a cynical voice threatening to seize the stage and her limelight, trying to take her down a notch by inserting, "Well, you know they're made in THAILAND now!"

For her, the decision to offshore is a disaster, devaluing her entire collection, EMOTIONALLY and EGOTISTICALLY.

Possibly, the value of her overall collection may have decreased, and this could be an undisclosed fear on her part. Maybe in a pinch, she always felt she could fetch a premium for it, but perhaps no longer.

We're getting into something that is probably called, "collector psychology." Come to think of it, those folks who insist on using ORIGINAL PARTS to repair and recondition old cars, are similar. They're PURISTS.

You can argue all day long that cheaper, foreign parts are made to exactly the same specs and standards as those made in Canada, or the U.S., but they won't buy it.

Piano buyers a

e her that it was wise or a smart move and she raised her voice.

At first I tried to tell her what companies like ours do when they open new factories {as we have been trained}, then I tried to show her the figurines that are still manufactured in England --they start at $550.00 and upward for these prestige pieces. Most pieces run into several thousand dollars. The average person cannot afford that. So by having them made offshore they have become affordable again.

This all took place over approximately 12 - 15 minutes. When I started to leave her to attend to other priorities she followed me and kept it up..... I finally made a comment about our clothing and said just about everything we are all wear is not made in North America. There aren't many items now.

I know not to take this personally but when it keeps up for as long as it did, how do you handle it?

Hi B,

Thank you for your "war story."

In no special order of significance, here are my reactions:

The real key is this question: "What is VALUE to the customer?" In her case, the answer is complicated.

Value, I suspect, for her means a certain snob appeal, a sense she is part of something exclusive, having bragging rights, impressing her friends.

Collecting your products served these purposes for her, but no longer. She is HUGELY disappointed that your firm decided to cater to from her view, a downscale clientele.

This is a classical example of the fact that a company cannot serve everyone perfectly, that it will inevitably disappoint many by making strategic and sourcing and pricing decisions as yours has done.

Instead of being able to cast a spell on her friends as they listen aptly to how and where she acquired each unique piece, there will always be a cynical voice threatening to seize the stage and her limelight, trying to take her down a notch by inserting, "Well, you know they're made in THAILAND now!"

For her, the decision to offshore is a disaster, devaluing her entire collection, EMOTIONALLY and EGOTISTICALLY.

Possibly, the value of her overall collection may have decreased, and this could be an undisclosed fear on her part. Maybe in a pinch, she always felt she could fetch a premium for it, but perhaps no longer.

We're getting into something that is probably called, "collector psychology." Come to think of it, those folks who insist on using ORIGINAL PARTS to repair and recondition old cars, are similar. They're PURISTS.

You can argue all day long that cheaper, foreign parts are made to exactly the same specs and standards as those made in Canada, or the U.S., but they won't buy it.

Piano buyers

ng and said just about everything we are all wear is not made in North America. There aren't many items now.

I know not to take this personally but when it keeps up for as long as it did, how do you handle it?

Hi B,

Thank you for your "war story."

In no special order of significance, here are my reactions:

The real key is this question: "What is VALUE to the customer?" In her case, the answer is complicated.

Value, I suspect, for her means a certain snob appeal, a sense she is part of something exclusive, having bragging rights, impressing her friends.

Collecting your products served these purposes for her, but no longer. She is HUGELY disappointed that your firm decided to cater to from her view, a downscale clientele.

This is a classical example of the fact that a company cannot serve everyone perfectly, that it will inevitably disappoint many by making strategic and sourcing and pricing decisions as yours has done.

Instead of being able to cast a spell on her friends as they listen aptly to how and where she acquired each unique piece, there will always be a cynical voice threatening to seize the stage and her limelight, trying to take her down a notch by inserting, "Well, you know they're made in THAILAND now!"

For her, the decision to offshore is a disaster, devaluing her entire collection, EMOTIONALLY and EGOTISTICALLY.

Possibly, the value of her overall collection may have decreased, and this could be an undisclosed fear on her part. Maybe in a pinch, she always felt she could fetch a premium for it, but perhaps no longer.

We're getting into something that is probably called, "collector psychology." Come to think of it, those folks who insist on using ORIGINAL PARTS to repair and recondition old cars, are similar. They're PURISTS.

You can argue all day long that cheaper, foreign parts are made to exactly the same specs and standards as those made in Canada, or the U.S., but they won't buy it.

Piano buyers

HUGELY disappointed that your firm decided to cater to from her view, a downscale clientele.

This is a classical example of the fact that a company cannot serve everyone perfectly, that it will inevitably disappoint many by making strategic and sourcing and pricing decisions as yours has done.

Instead of being able to cast a spell on her friends as they listen aptly to how and where she acquired each unique piece, there will always be a cynical voice threatening to seize the stage and her limelight, trying to take her down a notch by inserting, "Well, you know they're made in THAILAND now!"

For her, the decision to offshore is a disaster, devaluing her entire collection, EMOTIONALLY and EGOTISTICALLY.

Possibly, the value of her overall collection may have decreased, and this could be an undisclosed fear on her part. Maybe in a pinch, she always felt she could fetch a premium for it, but perhaps no longer.

We're getting into something that is probably called, "collector psychology." Come to think of it, those folks who insist on using ORIGINAL PARTS to repair and recondition old cars, are similar. They're PURISTS.

You can argue all day long that cheaper, foreign parts are made to exactly the same specs and standards as those made in Canada, or the U.S., but they won't buy it.

Piano buyers

her entire collection, EMOTIONALLY and EGOTISTICALLY.

Possibly, the value of her overall collection may have decreased, and this could be an undisclosed fear on her part. Maybe in a pinch, she always felt she could fetch a premium for it, but perhaps no longer.

We're getting into something that is probably called, "collector psychology." Come to think of it, those folks who insist on using ORIGINAL PARTS to repair and recondition old cars, are similar. They're PURISTS.

You can argue all day long that cheaper, foreign parts are made to exactly the same specs and standards as those made in Canada, or the U.S., but they won't buy it.

Piano buyers are disappointed and shocked that so many models that bear distinctive German nameplates are actually made in China.

YOU cannot personally restore her lost status or the luster of your products.

The best you could probably do is to use transition phrases such as: "I understand that, but" and "I appreciate that, however," and "I respect that, though."

My concern is her ranting might have infected other buyers in the store, so it is important to learn techniques for nicely and firmly abbreviating these negative encounters.

Moreover, a person such as this, expressing vitriol and such negativity, infects YOU and all of your associates, which is a huge pity. It takes time to recover from her.

Your company might want to invest in some training and methods for doing damage control, especially if her generation of buyers feels the same.

I do this, professionally, and I am at your service.

Hope this helps.