May I, 1908.] 



THE INDIA RUBBER WORLD 



253 



Handling of Mechanical Goods Claims — II. 



By Alexander Macpherson. 



IN tlic first part of this paper, published last month, the writer 

 considered claims which might be (i) just, or (2) open to 

 question, even though made in good faith by the customer. 

 But the consideration did not cover fully the class of claims 

 based upon defects, real or fancied. 



Now for a claim for defects — say on a thresher belt. A large 

 thresher manufacturer writes that John Smith, the best thresher 

 in his section, bought one of your belts from them this season 

 and now at the end of the season the belt gave out, not due to 

 iny accident. He has a dozen men to swear that no accident 

 happened, but that the belt broke in on one edge for about 6 

 feet at intervals. The cover is also full of small cracks and the 

 belt is rotten. Now you know your belts are not rotten. You 

 sold thousands of them last season without I per cent, of just 

 claims, so far. The cracks don't bother you, nor should they 

 bother him. His last belt (your make, likely) went the same way 

 in the first season and still the belt ran for three seasons, so 

 don't let the "rotten" or the "cracks" bother you. If the breaks 

 had not occurred, he would not have seen the cracks. It is the 

 breaks that need e.xplaining. Likely the real explanation is that the 

 manufacturer has notified the thresher that a note falls due on 

 January 2. 



Now go back to the selling of the goods. If your contract is in 

 good form it has those two clauses properly worded about con- 

 struction and material. It also has a clause stating that no al- 

 lowance is to be made, whether the customer has made an al- 

 lowance or not, unless the goods are returned to your factory for 

 inspection, and that they are found not to be in accordance with 

 the contract. Further, it has a clause setting forth that if replace- 

 ment or credit is allowed the purchaser shall pay for the service 

 given by the belt. Answer this good customer's letter your- 

 self in your usual polite style. In comes the belt. "Can't pay my 

 note" is written on its surface. You can read it, if some others 

 cannot. Superintendent and you look over every foot, both sides, 

 both edges, made this season, plies solid, splice intact, seam soft 

 and holding. Surface cracks in cover? Yes, thousands of finj 

 ones, but the belt is not over cured. Same old weather did this. 

 No detriment to belt. Breaks on one edge for about six feet? 

 Yes, several, each about iH to 2 inches deep. Is the belt cured 

 »traight? It lines up to the straight edge as part of it. Then why 

 those breaks? True, you can tear the belt now that the break 

 has started, but it takes a great strain. The duck is strong, both in 

 the web and in the strand. Then, why did the breaks start? If 

 one started why did it not run right across? The belt could not 

 have run off as soon as the first break occurred or the others 

 would not likely be there. 



Then you remember the day the young fellow was fired out 

 on the prairies. The belt flew off. When picked up it had these 

 breaks, but more of them. And what did the boss thresher tell 

 you? He said, "I will teach that young fool not to try and run a 

 36 inch separator on two inches of belting." "But the belt is 8 

 inches wide?" "Yes, but engine and separator are 'way out of 

 line. See for yourself. It takes all of 8 inch 4 ply to run this rig 

 in this long wet straw, so if you get the strain all on one quarter, 

 or even one half of the belt, where will she go?" And then you 

 wondered in your innocence, when the rig had been started again 

 with an old belt, why the hired boy was sent to the village 

 with a broken belt and a letter to Smith, the thresher agent, 

 asking him why he had sent such a rotten belt. All the gang 

 could swear that everything was lovely when the thing just 

 dropped apart. Send a new one. at once, to replace it. He 

 could not run till he got it. Is it not well to study conditions — 

 and men ? 



Then to straighten his claim. You write your customer telling 

 him conditions, disclaiming responsibility, but offering to cut out 

 the damaged part, let in 6 feet of new belting if necessary, make 

 two splices under the press, stitch them, and the belt in this forro 

 may run its natural life. Charge for the new piece of belting 

 to be regular contract price, and for splicing, cost, stating the 

 figure. This may clear it up, but again he may come back stat- 

 ing his customer demands a new belt. Let him know of your 

 prairie experience. This passed on may show Mr. Thresher 

 that he is not up against a greenhorn, and he may accept the 

 offer. But perhaps your customer puts on the sad mouth and 

 thinks you should help him out. This is not in the contract, but 

 he is a good customer and the temptation to sacrifice the com- 

 pany's present rights to attain future good is strong. He ha» 

 bought so many thousand dollars worth from you in the past five 

 years, the account is growing, you have all his business now in- 

 stead of half two years ago. You would gladly spend the cost 

 of the belt on him any time. He practically admits you are right, 

 so the reputation of the goods does not suffer. Make sure of this. 

 It is of first importance. 



Perhaps you suggest sending a new belt at one-half its value. 

 If he accepts, you are out on selling price one-half the belt, but 

 you are in the old belt and even on good will of the customer. 

 You have stated that the old belt can be put in fair shape. Put 

 it in shape. Send it to the branch in the wheat belt and tet» 

 to one your bright manager will get the half back for you. But 

 what if you can't get your half? Suppose your customer sides- 

 with him and demands a new belt. Is he honest in his claim? 

 Has not your argument been too weak? Is it worth a belt^ 

 less the value of the old one, to hold his good will? Or is hit- 

 claim to be classed to Policy account? If there are many like 

 this with him, there is something wrong either with you or with 

 him. If it pays, then accept your defeat gracefully. It is not 

 nice, but necessary, and look over your defeat, learn something 

 from it, and be ready to take the next similar case in a better 

 way. You still have the old belt to sell, and the old customer to 

 sell new goods to, and this may more than balance the charge to 

 Policy account. 



When it is all over your assistant comes to you with the claims 

 ticket neatly filled in, in accordance with the history. You initial. 

 The claims ticket goes to the bookkeeping department, the in- 

 structions ticket to the receiving department, an order for repair 

 and shipment to the order department, but you are through after 

 the initial is attached. 



On Class No. 3 let us be brief. Go slowly before so classing are 

 account. Give the customer all the chance in the world to be 

 good, and then when he will not change his ways, shut him oflf 

 in a quiet but firm manner. No use entering into details. He 

 knows he is wrong, and while he may curse you, deep down n» 

 his heart he will respect you. He has done up so many other* 

 in his day that it is a new sensation to be quietly told that yotn 

 cannot do business with him any longer. 



I have opened class 3 for various accounts for different reasons. 

 Perhaps a little account got on the accountant's nerves. Wouldn't 

 live up to his agreement, settled when he liked, and then de- 

 ducted his cash discount. It does not pay to have the account- 

 ant's nerves upset and it does not do to let the other fellow run 

 your business. Class 3 for this account. It doesn't pay to have 

 your own equilibrium upset by petty worries. You are out for 

 business and money. If you have the right goods it is easy to selF 

 them. Then if you find it unpleasant to do business with an ac- 

 count, shut it off. There is lots of business to be had that will 

 pay you better. This one account takes more out of you thaj» 



