Disneyland

This is not Disneyland. Mickey Mouse does not live here.

In business, you can virtually get any product or service for almost any price but many if not most people realize that there is usually a correlation between price and quality.

We charge $75.00 per hour and there are many good reasons why we charge this amount.

If you want someone to work on your equipment for $10.00 per hour, we would be happy to help you make those arrangements as long as you do not hold us responsible for the work of that person.

I have terminated a lot of people who wanted to be employed by this company in the position of technician, but, who were not able to make the grade. As a result, they quit or I fired them.

Our standards are extremely high and if the employee cannot meet these standards then we cannot continue to employ that technician.

However, there is a similar circumstance that exists with you the customer. We do not want to fix things in a temporary, or "Mickey Mouse" fashion that will break down again tomorrow or the next day.

When we fix something, we want it to last months if not years. In other words, we are going to fix it right the first time.

I have over 30 service trucks in this company. Recently I had a truck taken in for repairs and the mechanic told me that it had blown head gaskets. The cost was over $1,000.00 so I authorized it to be repaired. A week later I picked it up and paid the bill. I immediately went to a gas station to make certain I would not run out of gas and when I got out, you would have thought the truck was on fire. There was so much smoke coming from under the truck I had to look down there to make certain it was safe to drive back to the mechanic.

I took the truck back to the mechanic about two miles away and of course I got the story that "this is something new that we did not do and we can fix it but we have to charge you again." I said okay.

A few days later they called me and told me the truck was ready. The first bill was actually $1,380.00 and the second bill was about $420.00. I paid the bill again and took the truck.

In order to get the truck back to my office about 18 miles away, each time I came to a stop light I had to quickly shift into neutral, keep one foot on the gas and the other foot on the brake. If I did not do this, the truck would stall.

TWO TIMES in the shop already, and over $1,800.00 spent and the truck still wasn't right. Now I have to take it back to the shop for a third time. Naturally I called the mechanic and told him that I wasn't happy and that I did not want to bring the truck back and be told that it was something different and be charged a third time. He assured me that this would not be the case.

But the whole point is the value of my time.

I am busy. I have 30 trucks. I do not have the time to take each one of them to the shop 3 or 4 times when they break down. When a truck breaks, I want it fixed right the first time. I think that is called quality.

When your walk in freezer breaks how many times do you want the repair man to come out before he finally succeeds in fixing it? When you have 10 or 20 thousand dollars worth of product at stake, do you really want a technician working on your equipment who doesn't know what he is doing or wants to bypass this or bypass that and "Thinks" he's got the problem fixed?

When you are running a business that does millions in sales, it doesn't make sense to hire an unqualified person who might save you 10 or 20 dollars an hour when you have 10's of thousands of dollars at stake in your refrigerators or freezers.

The whole point of this discussion is that I want you to understand that when we come to your business, we want to do the best thing for you and we want to do it right the first time. We do not patch, bypass or make temporary repairs unless you intend to replace the equipment.

When we fix your equipment, it will be fixed right the first time, by a professional, for a fair and professional price.

If you have any questions about this or any other subject, one of my professional technicians will be happy to come out and speak with you at any time on a no cost or obligation basis and answer questions or give you a bid. And if they are unavailable, I will be happy to come and do it myself.

Thanks for your time and attention to these issues.

Sincerely

Ted Baker Owner: The Restaurant Repair Company