If you’re like me, you dread calling up any company’s customer service center. Nowadays you never know if the person on the other end of the line is even in the same country as you. But when customer service is good; that is, the rep listens attentively to your problem, and can offer a solution, or short of that, does his or her best to solve your problem, you come away feeling good. Perhaps more importantly, the “feel-good” image you get about the company will most likely make you a repeat customer.
About a week ago, I called up the Jim Dunlop company in search of some parts. I stupidly misplaced the extra wires that came with my Dunlop DC-Brick, and needed to get replacements (and some extras just in case). I got routed to a tech support guy who helped me get the right part numbers, and he transferred me to a sales rep who promptly took my order – all in the space of about 3 minutes. Very quick, very efficient. I was impressed.
A couple of days ago, the wires arrived. I excitedly opened the box, and my heart sank as I realized that they were the wrong wires! I didn’t get mad mainly because I thought that I might have not provided a good enough description for the tech to get the right part. But I resolved to call the company and make a new order for the right wires.
I called them up yesterday, and mentioned to the tech that I probably ordered the wrong wires, and said, “What I need are the wires with the 1/8″ male on one end, and the center-negative female on the other. The part number for the ones I ordered were […].” The tech replied, “Hmmm…. that’s actually part number for those wires, but you got 1/8″ males on both ends. Our mistake. In that case, I’m going to take your information down right now and we’ll ship you 4 of the correct parts free of charge.”
Wow! I was so impressed with that level of customer service that I offered to pay the shipping, but he insisted that since it was Dunlop’s mistake, they needed to rectify the situation. Now that’s great customer service, and even though I hadn’t been a Dunlop customer prior to this, they’ve moved to the top of my list for companies that I know will provide great customer service should I have a problem.
Customer care is important, folks. Since I’ve become a real gear addict, it is one of the things that I consider before purchasing anything. Especially if I’m going to buy something that’s expensive, I call up a company’s customer service to ask questions and see how they respond. If I don’t feel comfortable with their customer care, I don’t feel as comfortable with buying the gear. Take, for instance, this review about the PRS DGT. A reader, Jimi Ray Clapton, had been waiting 9 months for his new DGT, and it still hadn’t come. He even spoke to PRS himself at a show with no results. Every time he called, there were further delays with very little action or follow-up. Consider that if you spend a few thousand dollars on a piece of gear, you want some attentive customer service! I would at least…
I know it’s a bit of a pain, but do yourself a favor and include customer service as part of your buying decision. You’ll want to know that the company you’re dealing with is going to be responsive to your needs.



As a guitar player and singer/songwriter, nothing brings me more joy than to see my kids enjoying my music. But what really makes it all worth the effort is a conversation I just had with my son Owen a few minutes ago. I was in my home studio, 
I was conversing with a friend of mine who just received his conditional black belt in Tae Kwon Do this past weekend – very great accomplishment. During the course of our conversation, he said the one missing ingredient in his study of martial arts is developing his “chi.” He believes in chi, but is having a hard time grasping what it is all about. Chi is a Chinese word that describes the natural energy of the universe. For sci-fi folks, it’s the equivalent of the Force in Star Wars. Without going into detail, the development of chi is at the heart of martial arts, though it is downplayed in the US because we live in such an empirical society where everything needs to be explained. In any case, my friend wanted to know more about developing his chi. We’ve had previous conversations about this subject, and I’ve related how I developed my chi over the years, so I showed him some techniques. But that’s really not what this blog entry is about…