One Last Triumph...

["Jonathan Schulster" <Schulster@xxxxxxxxxxx>]

Last note on this I promise ... please delete now if you find this tedious :(

Thanks for the support Martin :)
That is kind of what I suspected; Triumph bikes dont exactly sell themselves in Germany.  My dealer sold 15-20 T5 series in the year I bought my T509.  One was to me, one a 509 to a friend and another a 595 to a colleague.  No wonder he was so delighted when I came back after selling the 509 to a friend to take an ST; sure enough my mate Ali bought one two weeks later, and Neil after I recommended it (from another dealer).  I would be really interested to hear of any research for the big capacity bike buyers and how many sales are from word-of-mouth or recommendation for a dealer - I am sure Jack (Steve) Lilley would have some 'seat of the pants' estimate for this?
I love the bike, and am convinced that it is by far the best sports tourer available today. However, how many of us are going to recommend this to our friends if we don't have total confidence in the warranty offered ?   Even if the problem is only affecting a few % of bikes (e.g. the radiator leakages) how would we feel if we (or our friend) were the ones who had to fork out for 3 radiators or a new head/cam/valve set just because Triumph didn't feel it was a warranty issue?

Well, the 'eclipse trip' was pretty impressive, despite rather heavy cloud at times. Worth seeing if you get the chance.  The traffic jams back were pretty spectacular too and the ST overheated pretty badly at times, despite the very cool temperatures. Removing the fairing lowers didn't seem to help too much.

cheers
Jonathan


>>> "Retherford, Martin" <MRetherford@xxxxxxxxxxx> 10/08/99 17:37:33 >>>
Just a little extra wood for the fire.  I am a customer service type
individual.  I work as a Tech Support Engineer in the motion control
industry.  They require customer service training for my position and I was
introduced to some very interesting facts about customer service.  These
facts are as follows:

		One bad customer service experience for the average customer
will be talked about by the customer to 67 different people.  These
different people will talk to other people and that second hand conversation
will generally be worse than the first hand.
		That same experience will be talked about for 18 months from
the time it occurred to the original customer.

In this case 250-300 people have been made aware on this list and the second
hand conversation will almost definitely be worse than the first hand
situation.  Anybody notice the exponential effect taking place?
This is only the negative side of the interaction.  They (seminar speaker)
didn't go into the positive side because from there perspective it can only
be good for business.
I am sure the guys and gals in England are aware of these consequences,
because if they aren't it will bite them in the &$S later!
My suggestion for you, Jonathon, is to be patient.  Their mind may change in
the future as the info rolls in on the bikes when higher mileage is
achieved.

Martin


		Jonathon wrote
		I hope that Triumph appreicate the enormous influence of
owners in creating sales for bikes; I and almost all Triumph owners I know
switched to them because:
		a) they tried a friend's Triumph
		b) a friend told them how much they loved their bike
		c) a friend recommended their dealer.

		I have been responsible for the sale of 3 Sprint ST's to
date, and I am sure without even saying a word (i.e. simply not recommending
anything) I can lose that many sales in 2000.  Reputation is one of things
that is very hard to gain and very easy to lose!   I really hope that
Triumph see the sense in the above arguments and make some efforts to
rebuild the confidence in this motor.

		



 *   *   *   *   *   *   *   *   *   *   *   *   *   *   *   *   *   *   *
 The ST Mailing list is sponsored by the Unofficial ST Website
   http://www.TriumphNet.com/st for ST and Mailing List info

=-=-=-= Next Message =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=