YouTube video (interview) where Joel Clear visits Jim Penman at his home in Moorbark, Victoria. The pair discuss customer service; Penman describes his hands-on approach to reviewing client surveys and personally resolving hundreds of customer problems each year. He recounts a recent consumer experience with a faulty rowing machine purchased from Harvey Norman — after receiving no response to a refund request, he demonstrates smashing the ineffective machine to get a "decent workout."
Hi, everyone, my name is Joel Clear from Jim's Group hq and today we're at Jim's House itself in Moorbark in Victoria. So first, Jim, let's talk about customer service and what that actually means to you.
Well, I believe in customer service. Every day I go through all the low ranked surveys of all the clients from Jim's Group and I look at them and I try and work out what's gone wrong and how we can fix it. And every year I look after hundreds, literally hundreds of customers who've got problems and I personally work to fix them up. So I am really big on customer service.
So what's a recent experience with customer service that you've had yourself, let's say, outside the Jim's Group?
Well, Harvey Norman. Now, Harvey Norman's a franchise system and I don't want to hurt any franchisees because it's a great company and we buy our computers from there, we buy our iPads from there, all the other stuff. So good company. But I decided to buy a rowing machine from Harvey Norman and this is what I got. Now, the problem with this rowing machine is this is now on the toughest session here, the hardest session. But have a look. It is so pathetically weak. It would not give a decent workout to a Chihuahua. But I wrote to Harvey Norman and I said to them, this is not good. Can you give me my money back? That was three weeks and three days ago. No response. So I think there's only one way I'm going to get a decent workout from it. Thanks, Joel. It.
All right, Jim, how do, how do you feel after that?
