That is just one of the principles of being a specialist dealer outlined by Howell and Emyr Jenkins of Jenkins Garden Machinery in South Wales in this episode.
In recent years, the Jenkins family have suffered from a series of personal set- backs with Howell just back in the business after leukemia, and the passing of wife and business founder Glynis shortly after the death their other son Gareth, both in the last two years.
Emyr has since driven the business forward making the fulsome use of social media and this year a successful TV commercial hosted by legendary international rugby referee, Nigel Owens.
The pair complement one another, and both adopt a very clear set of business terms for customers.
The episode is full of Jenkin-isms, such “The customer is always right – NOT” and “Compared with newpaper adverts, on Facebook we can express ourselves better – and be more playful!”
Or their motto for customers “It doesn’t matter where you buy your machine until . . .* (* it breaks down, it needs parts, you need advice, you’ve got a problem etc etc)
And perhaps the ultimate in Google Reviews received by the company “It is a pleasure to have a machine break down so Jenkins can fix it”