Tips N Chat Throwback # 17: Your Service Is Worth the Price

This week’s featured Tips N Chat Throwback post is from one of Ed York’s Pied Piper columns published in the Third Quarter 1977 issue of Tips N Chat. Remember to check back every Thursday for a new throwback post!

June was a month of mixed emotions… A mailing to the south to 5,000 firms listed in last year’s yellow pages brought back over 1,200 marked “Moved, Address Unknown”. It is indeed a sad time when you think of so many dreams that probably became nightmares. These, for the most part, were good people; they did something wrong.

The SCT convention was exceptional and everyone attending had an excellent time, and reportedly gained much in knowledge and a better understanding of the business. This naturally was a good feeling. But, unfortunately, my mind was on good friends who couldn’t make the trip because they couldn’t get away from their business that long.

Some days were exceptional when we visited with those whose business was climbing every day. One bright experience was talking to a former furniture store owner, who several years ago, attended my 4/M class and was hot on price merchandising. Following the class and a year of SCT membership, he changed his operation to one of PRESTIGE. His shop was a testimonial to a good book operation. His office walls were decorated proudly with association material. He says he has doubled his prices and then some. He also says he is now booked a week ahead and has gained a reputation that unless you have a recommendation, his firm won’t even accept you for a client. His wife told Wanda that they had made more PROFIT the last year than the previous three put together. All they did was to seek direction and follow the advice of winners. Formerly he said, “maybe in your area it will work, but not in MINE”. Something caused him to change and say, “I’m just as good as the next man, and if he can do it, so can I”. He tried it. Not just once, but again and again, until it was his way. Carpet Cleaners have a hard time seeing it in their own profession, so let me tell you a story that happened here in Fresno to folks that I know.

Our former answering service had become lax. They used to give service, but they changed this to excuses. Our people investigated the others. One was high on three different reports. An interview with the owners was most pleasant. They were excited and determined to give the best service. I agreed to switch to their firm. I had expected to pay $35 to $45 per month. I was surprised to find that they only charged $22 per month. I figured it was a mistake, but the six months that followed proved the figure was correct. Our calls were never handled any better. They cared, they gave service, they were the best. Last month our phones were silent after-hours. The phone company had shut off our answering service’s equipment for lack of payment. The young couple had gone BROKE. I was stunned and called some of the other subscribers. They all agreed this firm was the best and also stated they would have been tickled to pay 50% more each month, rather than 50% less because of the great service they received. Pathetically, they were never given the opportunity. They naturally only paid what was asked.

~ Ed York (1977)

Below is the original article. 

This week’s featured Tips N Chat Throwback post is from one of Ed York’s Pied Piper columns published in the Third Quarter 1977 issue of Tips N Chat. Remember to check back every Thursday for a new throwback post! June was a month of mixed emotions… A mailing to the south to 5,000 firms listed in […]