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  • Enclosed is a payment of $25 for claim check No. 18552 I have deducted approximately $15 for the inconvenience due the error (misunderstanding or whatever) on the part of the person who repaired the window. The value of going to a local small business establishment is friendly and helpful service. The personal relationships. Even though prices are usually higher than the corporate owned businesses the friendly and helpful local business is worth the extra cost. In this case, the owner could have turned the mistake on his part into a loyal customer. A suggested script for future mistakes: "I'm sorry there was a misunderstanding about the repair. What can we do to make our mistake right? For your inconvenience we will knock off 20% for the cost for the repair. I'm sorry for your inconvenience." An apology would have been appropriate because I was inconvenienced by having to return more than 4 times about what should have been a pretty simple repair job. Instead I was scolded for even bringing in the work to them, told if he had seen it he would never have taken the job, and when I complained about the "rude treatment" he then demonstrated the exact thing I was complaining about by telling me, in front of customers and staff, "never mind, there is no charge and to never come in his store again, he hopes he never sees me again, and he doesn't want my business....and then informed me that he's the owner." I was treated with such disdain, contempt, and disrespect that the many years of helpful, courteous shopping at Shaker Hardware were totally erased. I will not be back. The only reason I"m paying what I think is a fair amount is because I value my own integrity. Shaker Hardware has not only lost me as a customer, he has lost the respect I had for the business, and lost possible future business. The lesson I hope he learns: it could have been avoided by a little free courtesy and respect. From now on I will go to Lowe's or Home Depot. Anyone at those stores who treats a customer the way I was treated at shaker Hardware would be fired.
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