Trusting the customer

Robert Ritchie, who sells hi-fi equipment in Angus, Scotland, has been nominated for a ‘Wow’ award by David Robb. Here’s what David had to say:

‘I went to the shop on a Saturday looking for some new hi-fi speakers, and hoping to arrange a home demonstration in the next week of two. Not only were they extremely helpful (lots of time taken, coffee provided, etc.), but I went home with two pairs of brand-new speakers, worth over a thousand pounds, to try out, and with no pressure to return them quickly. They did not know me, and refused to accept the deposit offered.

‘This was followed by a visit from Mr Ritchie early on Sunday evening. This was extremely useful in helping me to decide which speaker was best for my room. I still needed time to decide, however, and was allowed to keep them longer with no specific date for their return. I eventually contacted them on Tuesday. They told me to keep the two unwanted speakers until they were next in my area. However, I took them back to the shop on the Wednesday, and paid for the two I had bought. Not only did I get another coffee, but had another hour’s relaxed chat with Mr Ritchie, and a demonstration of some equipment which was much too expensive for me but fun to listen to. I left the shop with the feeling that I wasn’t a customer, but a friend.

‘I told my story on the email forum of a well-known hi-fi manufacturer, and within the hour of five other messages came in describing similar experiences, over many years, which other people had had with the same Mr Ritchie. The general feeling was that he is the best hi-fi dealer in Scotland.’

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