When your conscience says "no", but.....

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TheSurvivalist

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What do you do when your conscience tells you "no, don't", but your brain says "Yes, go for it!"

(This post is knife related, but there is a lot of background information to read.)

About three weeks ago, I purchased a new, low-end katana from a local store that deals in Medieval and Asian arms and armor. I have done business with this store in the past, and I have always been very satisfied with the products and customer service. This is the second sword I've purchased, and the price was $300 (handforged in china, probably 1045-1050, real same, chemically induced hamon, through-hardened). I didn't expect much for that price, but I had been very happy with the first sword.

I don't train or test-cut with these swords; I only customize the fittings and display them. I may get some training in the future, but right now they are just for aesthetics. Even so, I prefer to display a blade that would make a reasonably functional weapon, as opposed to a cheap wall-hanger. Therefore, I would like any sword I display to have a well-shaped blade and sturdy construction.

I was rather pressed for time when I bought the sword, and I simply gave it the once-over. So pleased was I with my past purchases that I never thought to give it more than a cursory inspection. However, upon closer examination, I discovered several problems with the fit and finish. First, the blade grind was not uniform, leaving the edge noticeably off-center. Second, despite my best efforts, the handle refused to come off. Lastly, there was a gap between the fuchi and tsuba, which allowed the fittings to move. Any of these things, individually, would not have bothered me. Because of the multiple problems, I returned the sword a week after buying it.

The owner (who is one of the most pleasant and professional businessmen that I have ever dealt with) ordered a new sword of the same style, with instructions that it should be shipped dis-assembled so that I knew the handle could be removed. I waited 2 weeks, and went in to pick up the new sword Thursday. The owner said there was good news, and bad news. The good news was that the sword came in; the bad news was that they shipped it with the handle on. I said that it was fine with me, as I could find a way to remove the handle. My main concern was the blade.

Well, after searching the stockroom for about ten minutes, the owner came back empty handed. Apparently, the sword had somehow been misplaced. The owner, gesturing at the large wall-display of swords, asked if there was anything I saw that I liked which could substitute for the one I had wanted. When I told him that I couldn't tell which swords were in the same price range as the one I had purchased, he basically said "Don't worry about the price. Customer satisfaction is important, and it would be compensation for any inconvenience that this has caused."

Now, what is a person to do in this situation? On one hand, I did not want to take advantage of his generosity. On the other hand, I had an opportunity to walk away with a superior sword. Overwhelmed by the wide variety of swords, I asked if he had anything that was double-pinned (the model I had originally bought was single-pin). One of the swords he showed me was simple, but obviously well-constructed, with great fit and finish. I said I liked it, and he asked if it was the one I wanted. When I asked about the price, it turned out to be about $380, a difference of $80. Although I was hesitant, he said it was fine by him. I left with that sword, which was a great improvement over my original purchase.

Now, wherever I have written the word "sword," try replacing it with the word "knife."

Here's the question: If you were in the same situation, involving a knife, what would you do? Was I wrong for accepting the more expensive product? It would have been extremely presumptuous, but I probably could have chosen a $500-$600 sword.

Sorry for the long post.

TheSurvivalist
 
So.... are you happy with the way he dealt with you? And.... will you deal with him again.... he is right.... there is no price for customer satisfaction. You are happy, you are his client, he gets your business, he's happy = win-win situation.
 
I think you were entirely reasonable. The owner obviously values your business, and eighty bucks might have just bought him a life-long customer.

What would he have said if you picked a $600 sword? Who knows for sure? Maybe he would have asked for some more $$.

But what I think is - the owner did the good and decent thing. You in turn did the good and decent thing by not taking advantage of his good will. Win/win.

What this proves, I think, is that you both deal in good faith, and should continue doing business together.

Regards,

Jeremy
 
Jerok said:
...But what I think is - the owner did the good and decent thing. You in turn did the good and decent thing by not taking advantage of his good will. Win/win...

Regards,
Jeremy
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I agree, things worked out more than fair for you, and being greedy would no doubt have spoiled the good customer relationship you have presently have with him.
 
In my view, you don't rip someone off that is bending over backwards for customer satisfaction. An $80 discount is reasonable for your disappointment and added work in returning and collecting the new one. He will still have made a small profit on your original purchase even after knocking $80 off. If the sword you chose was $600 then you would negotiate a price that makes you both happy. He sounds like a good guy to deal with and your word of mouth advertising and recommendation is worth a lot to him in monetary terms. Give him our best wishes.
 
You did what I would have. I wouldn't have felt right taking a WAY more expensive sword, but to get one a little step up is obviously fine with the owner and he probably thinks of it as an investment in his future business with you. I'm sure you will be back to his store again and that is exactly what he is counting on. A win/win situation.
 
If the owner of the store is okay with it then you shouldn't let your conscience bother you. It looks to me like you made it known that you were uncomfortable taking a higher priced sword, so it sounds to me like you did the right thing. This kind of customer service is what builds customer loyalty. What he did was very smart.
 
Just as an aside, you can get a pretty decent katana from HI for something like 250, if I recall. I've seen it used in real life and, while the fit and finish wasn't spectacular, it did the job.
 
I think you're a very conscientious guy just for giving this so much consideration. :thumbup: Lots of people would have walked out the door with the new sword, and felt real smug they'd gotten such a deal, not even thinking about the store owner's profit or loss.

It sounds to me like a $500-$600 sword would have been too much, and you wouldn't have been comfortable with that. I don't think you can put definite a dollar or percentage amount on it, but when the moral compass kicks in, you know it.
 
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IMO you handled it just right. The one you chose was a little more, but much less than what you could have taken. A little bonus for your trouble is what a good business will gladly allow to keep a satisfied return customer, so no guilt is necessary. Indeed, I think his offer complimented you greatly, as it appears he gave you the option of anything, but trusted in you to be fair in return. And his trust was rewarded, well done.
 
Seems fair both ways - now reward him by buying something else from the store :) or drop a bottle of something off to show your appreciation :D
 
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