Good afternoon All
It had to be said that I have very standards, which means I expect whatever product I buy to be as described and I think that goes without saying really.
A case in point would be a BMW 3 series I bought two years ago, which at the time was around 3 years old but we bought it from a BMW dealer with (fortunately) a 2 year extended warranty.
I had never owned a BMW in all my years of car ownership and I suppose it was what marketing people would describe as an aspirational brand, all those associated attributes, you know - quality, reliability, performance, customer service, owner satisfaction. Fair enough and clearly car manufacturers invest a lot of money investing in their products and creating a premium brand feel.
Sadly though, my experience of BMW was a real disappointment, mainly because the car seemed to have glitches which the dealer could never seem to fix, despite several 2 day visits to the BMW workshop. It culminated in one fault, where the car's engine would suddenly die when you needed power (eg at a junction) almost causing an accident.
I then realised this needed fixing once and for all but I was told by the BMW dealer that I couldnt have it looked at for almost 3 weeks and they might need it for a week. I tend to be pretty loyal to "brands" and companies however I think I reached the tipping point with the BMW, I just lost the will to keep taking it back with no improvement.
Now here's the thing. Once you have had a bad service or brand experience, you're unlikely to return to that brand and you'll find something better, more reliable, more competitive, whatever - and no matter what happens you'll never try that brand or supplier again.
And for me that is the ethos we have here at Straightforward Consultancy - we truly go the extra mile for our customers and this brings about a tremendous loyalty. We're now in our 5th year (wow) and our business and reputation continue to grow. Mind you, we do enjoy what we do!