Competition and Customer Relations

Dec. 1, 2014
Business requires the ability to act quickly and insure the best possible outcome

I received a call from a locksmith who lives in a small town.

A hardware store is his only competition. They sell and combinate locks, limiting their service to walk-in customers.

A customer went into the hardware store to have the combination changed in seven leversets. No keys were provided. Plugs had to be rotated out of the locked position to remove the levers.

The hardware store spent hours being able to pick only three of the locks.

They called the locksmith to finish the job, leaving a voice mail as he was out on a service call.

He was frustrated they were taking away his business and was not certain what he wanted to do or what to charge the customer.

What would you do in this situation?