摘要：很多朋友总是好奇我为啥最后成了美国梅花的代理商，放着那么多主流容易售卖的品牌不做，非要选择一个在国内小众的品牌？要提醒一下，首先梅花在境外并不小众。最主要的原因其实就是下面的故事。让我体验到了总被提及的终极售后服务，同时让我也从客户的角度对...
很多朋友总是好奇我为啥最后成了美国梅花的代理商，放着那么多主流容易售卖的品牌不做，非要选择一个在国内小众的品牌？要提醒一下，首先梅花在境外并不小众。最主要的原因其实就是下面的故事。让我体验到了总被提及的终极售后服务，同时让我也从客户的角度对客户服务、品牌忠诚度建立有了更深层次的体会。故事是这样的：2012年2月29日，我闲的无聊，突发奇想，不如让台球杆回美国保养试试。买的时候说是终生保养不知道是不是真的？好奇。于是发邮件去美国，详情如下：
Dear Sir or Madam
This is Tony, from China .
I had bought 3 McDermott Cues from the Dealer Nik, when i study in Switzerland , in year 2000 to 2003.
Now, the varnish of two Cues are rupture, without impact. This makes me despond for your cues.
All the cues are lifetime warranty, so what can i do for that?
Should i send the cue to NIK, Switzerland or send to you company?
How much should i pay and how ?
I am glad to hearing from you .
yours
Tony Zhao
几天后，在我都忘了的时候收到回复邮件：
Tony,
Can you please e-mail me pictures?
-Greg
这也太短了，美国人也太应付人了吧。于是乎我拍照上传
：
得到想要得答复了:
Tony,
We can repair these cues under warranty. They will require a refinish and rewrap, so we need the entire cues sent to our factory. Please complete our repair form (attached) and send it with the cues. We will return the repaired cues to you in approximately 2-3 weeks after we receive them.
If you want to send the cues via UPS, you can mark the charges to be paid by the receiver and note our account number of xxxxxxxx.
Jayme Cernicka
McDermott Cue
www.mcdermottcue.com
我还有疑问，继续问：
Dear Sir
This is Tony, from China . I had read you mail.
There are some questions.
1. I don"t have any receipt when i bought those cues.
2. Must i write the Credit Card detail?
3. Do you mean that i can ship the cue to you for free?
yours
Tony
回复：
We will not require a receipt for this type of warranty claim.
No, we will not need payment for the servicing.
Yes, you may use our UPS account to return the cues and we will then return them to you at our expense.
Jayme Cernicka
McDermott Cue
1-800-666-2283 x 121
www.mcdermottcue.com
终于，都沟通好了，球杆踏上美国返乡探亲的旅程。故事没有这么简单。
几周后，球杆被保养完，从美国发货了，通过USPS.结果不知是什么原因，在发货1个月后，5月23日，又被从中国发回了美国。整个过程中，美国球杆厂家方面回复如下：
Tony,
An update I received from my local post office today places the package in Beijing with this note: “Origin post is preparing shipment”.
Can you check with your local postal service to see if you can obtain more information?
Our original shipper number is CV019949755US via www.usps.com
Jayme Cernicka
McDermott Cue
www.mcdermottcue.com
I will contact you with any updates I receive. It is odd that I haven’t received it back yet if they claim it was returned on May 23.
Jayme Cernicka
McDermott Cue
1-800-666-2283 x 121
www.mcdermottcue.com
Tony,
I spoke with the International Customer Service center and they have placed an inquiry with China to attempt to re-deliver your package. I had them update your address exactly how you provided it below in this email. If I don’t hear from them by July 13, I was instructed to call again to file a lost package claim. Hopefully it will be delivered to you before that date.
Jayme Cernicka
McDermott Cue
1-800-666-2283 x 121
www.mcdermottcue.com
I can file a lost claim as early as next Monday. I will note your phone number with the claim assistant and with any future packages.
If they can’t locate the package, we will end up replacing the cues for you.
Jayme Cernicka
McDermott Cue
1-800-666-2283 x 121
www.mcdermottcue.com
I started the claim process with my post office. I hope to have an update later this week. I will be in touch.
Jayme Cernicka
McDermott Cue
1-800-666-2283 x 121
www.mcdermottcue.com
当然最终球杆如愿回到我手中，开心啊。保养的像新的一样，缠线和真皮握把都被更新了。服务超过我的预期。最让我觉得超乎预期的是，倒数第二封邮件中提及的，如果邮政无法找到包裹，球杆厂会给我重新制作。没有推诿，没有在地址、邮局服务的问题上纠缠，难得啊。
40年的球杆厂，每封邮件都尽可能的简单，甚至在格式上比我写的都不讲究。在邮件沟通过程中我对他们完全没有大的期待。但是在问题处理，服务态度，严谨程度超过想象。
特别要提及的是美国梅花手工杆厂家由于初创者上年纪，2009年已经更换了老板。难能可贵的是新老板对旧的客户提供同样的售后服务，仔细、深入的想想，这是什么样的思维逻辑？很值得深思。
附上部分往来邮件和球杆照片，特此留念。
