SPARE PARTS
SIR,-The article by Leslie Adrian on 'Spare Parts' was of particular interest to me as I am on the fringe of the electrical business and for years have stood on my head to placate customers, implement guar- antees far beyond any legal need and generally kept an excellent collection of customers very happy.
I am reckoned to be the authority in Britain on German radios, handle every make, deliver them any- where, guarantee them unconditionally, never send a bill but an apology when odd faults do happen, and nothing I have ever sold has ever cost a customer one cent except at the customer's request. Reverse- wise to normal practice I get excessive hospitality from customers, am kept in cigarettes, cigars and drinks through the year by grateful customers and get embarrassing gifts at Christmas.
Mr. Adrian is typical of the nuisance I throw out! He moans.about his Kenwood mixer and Messrs. Robinson's. I have no connection with Kenwood- but it is a superb mixer. Mr. Robinson I know to be always helpful to any of his customers. Why the hell didn't Mr. Adrian take his lousy little request for a spare part back to where he bought his machine?
I am plagued with patronising bums who buy where they get longest credit or 'a bit off —but no help thereafter—and then try to get from me, free, what their suppliers should have given as a courtesy. If the Adrians will seek out the right people, pay them their due reward and use their intelligence, they will find all appreciative of their custom and pleased to help, I, and I am sure Mr. Robinson also, would have given him a loan machine pro. tern. had he shopped with me. None of us want itinerant bums, shopping elsewhere on 'status' or 'account' and then plaguing us for 'service'. Mr. Adrian, I'm sure, would not accept cut-rates from the Spectator for his con- tributions. Does he think our knowledge is valueless? Let him try my old friend Roy Brooks who adver- tises with you.
B. DUNCAN 6 Lillie Road, SW6
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