Musikraft is a specialty manufacturer, a small company of musical craftsmen dedicated to providing the very best quality guitar bodies and necks in the business. As one of many satisfied customers of Musikraft, I own three of their necks and have been a customer for several years.
I first chose them to provide a neck for a custom 1958 replica Fender Telecaster which I was building. I initially found them on the web, discovered their incredible quality and reputation and selected them as my vendor.
After months of playing, I recently discovered a problem with a guitar neck which I had purchased early last year for another project. Like my others, this neck was specially-built with great attention to period-correct detailing. It is a beauty. After fruitless hours of tedious adjustments and frustration, I contacted Jim Jamerson at Musikraft and shared my recent experience. He listened carefully and asked me to ship him the neck for their review.
Within two days of receipt, Jim emailed me, concurred with my evaluation and informed me of their intended plan for repair. It was was fairly extensive. I agreed and authorized the procedure, waiting anxiously for the reunion of body and neck and expected musical bliss.
Outside of their good communication, interest in my problem and desire to correct the problem, Jim also unexpectedly offered the repair at no-charge, despite the fact that neck was clearly past their warranty period. Wow... Talk about standing behind your product! He was clearly interested in my satisfaction.
The repaired neck arrived safely, nestled securely in bubble-wrap. It looked perfect! I immediately noticed the detailed trimming and filing of the frets which is not usually provided. They not only repaired my neck free of charge, but went the extra-mile as well. Wow... what a company!
The sale is just the beginning of a successful, long-term customer relationship. As in this case, it is usually what happens after the sale which determines customer satisfaction. Am I satisfied with Musikraft? You bet. Will I buy from them again? Absolutely. Would I recommend them to others? Without hesitation.
Clearly both of us won in this situation. Can you say the same concerning your customers?