Document wDa4oZpeyqbxveobx82dGM5nB

16 '1`n-c Cr.AMz.Lo.GN_______ -_________ _______ june-juiy. 1924 Death of Mr. J. H. Gordon The Handling of Complaints c is; with deepest sorrow we have to announce the passing away at Montreal, Sv J. R. St o u t May 15th, 1924, of our esteemed teilow- There is no phase of our work which by tacts,, we: issue what is known as a worker. the Secretary-Treasurer and Di is more important to the reputation of '`.Complaint and Criticism " with copies: to rector of this Company, Mr. J*. H. this organization than the proper handling the General Superintendent Oi the .Manu Gordon, after an illness of two months. and investigating of complaints. facturing Department at Cleveland, who The faithful services of Mr.: Gordon, covering a period of twenty-seven years, leaves a gap that is deeply felt by all. and during his long:- term of service, his fair ness and kindliness to i all has : endeared him as a friend, the loss of which causes us the most heartfelt sorrow. \V. S. FAULTS. Supposing someone, were to make a lot of statements to, you about a friend, which you questioned or doubted; would you say, "Weil. I guess you're right.'' or would you take issue with that person. Well, if you valued that friendship vou'd put the gloves on or go to the mat about it. It requires: no stretch: ot the imagina tion to consider Sherwin-Wilfiams Prod in ram. take?, up the matter with the Su perintendent oi the plant in which the goods were made, also a copy to tne Vice President and Managing 'Director of Saies. the executive head of the depart ment at headquarters under whose juris diction the sale of that particular product comes, and the District Manager iii whose district the complaint originated. ucts in the light of a friend. For it is by Passing of Mr. G. L. Wade their sale, upheld by their reputation and favorable standing that we and our The foilowing bulletin: appeared- dar families are supported. This being a facr. ing- the first part of April.;! but has not what loyal employee will permit: a cus been reproduced in the Chameleon until tomer to "sling mud:' at 'any product: bear now: ing the Sherwin-Williams Label and the There are,, rimes when one cannot ex press himself with words; It is with deep regret that we announce the death of outi good friend. Mr. G. L. Wade, which occurred at El Paso on Sunday. April 6th. Mr. Wade had been in poor health for, quite some rime; As you will, no doubt, recall, he be came associated with the! Central,: Pacific District about three rears ago and-alto gether his services :with i the organization covered a period of about sixteen years. To those who Imew him his loss cannot good, old Cover-the-Earth trade mark without checking him up and learning the correctness of his claims:? What I am driving at, boys, is this: A few days ago there came to my desk, a credit memorandum covering the return of a can of SWF. and for which the cus tomer received credit, but the explanation simply said that the SWP was "oi shade" Immediately something said within me. "That isn't a fact." And I was sorely disappointed to find that the representative had not interested himself to the: extent of ascertaining, whether or be replaced- as he was a loyal.! untiring not it actually ftas "off shade"; he bad worker with a' most impressing person simply taken the customers word for it ality and faculty for making friends. and. following the course of least re "Hip- associates1 -extendi-to-"Mrs;, -Wade sistance. said. "Send it back and give your and her son. Gus. Jr., and other members customer another quart." of the family, their sympathy and join I'd be willing to stager right now, were .with them in mourning not only the loss there any way of checking up, that the of a father but also an untiring worker last quart given the customer and which in the organization. ws. apparently used with entire sarisfae- F. W. WANSNER. The Chameleon extern;: to, ,the family of Mr. Wadeiits sincere sympathy,; on'.T-<^s of the same date of manu- factureXsjrom the same idenscxl 300 gal lon hatdsras the quart of which the cus tomer complained! Boys, when our products are wrong, Death of Mrs. C. S..BagUnd We are sorrr to lave to report the death of Mrs. C. S. Ragland, m San An tonio, Texas, oo the morning of May 31st. The bereaved husband is an old representative of our Company, and we extend to himoar sympathy at this time. we want to know it. and' we want the in formation just as quickly as you can get it to us. However, we don't and won't accept any reports that SWP is "off shade." or is "too. thin." "has no body." or "doesn't cover." etc., unless you abso lutely knern it to be a fact, and IT tell you very 'frankly--you or your customer will have to prove it to me before FH believe Death of Joe Doyle it!' " Ihave often enumerated the reasons why We are sorry to report the death, we wish to know: whem any : of our prod of Joe Doyle; a Soerwin-William* man ucts do nor meet the standard of that of twenty-tix years. Born in 1878. he product in every particular, but will re came to die company in August. 1898. * state them: and (Bed on June 27th; in a hospital in Action Cleveland, after a six months' illness. The very day we receive a complaint Investigation The superintendent of the factory where the goods were made makes a thor ough investigation and reports to the Gen eral Superintendent of the Manufacturing Department at headquarters, with a copy to each of the above named executives who received copies of the original com plaint. Control If the complaint is justified, he immedi ately issues a bulletin to every Saies Di vision, Retail Store or warehouse obtain ing their supply from that factory, giving them the dates of manufacture, together with the Rex number, so that the stockkeeper at these points may examine his stock carefully and determine whether or noc he has any of the material on hand, in which case it is set aside awaiting insuracBuns from the superintendent. There are so many angles to this sub ject that space docs not permit my cover ing them alL Here are the high points: What does year agent think, and also the customer, when you carelessly replace a can of goods without investigation? Whether you intend it or not, it is an ad mission on your part that the goods are at fault and this is the way they understand it. While , only a half pint may be in volved in the first instance a complaint of greater magnitude may: arise at some later date and you: wilt find yourself in a great ly weakened position: with a situation doubly hard to handle because of this former laxity. Matters of Policy l appreciate that there may be rare cwv where a so-called Policy Allowance may be for the best interests ot all con cerned. In such cases, however, you must convince your.agent and the custom er that the goods were not at fault, even though you may later deride to replace it. 3at. right here, I ant going to say that no Representative has the authority to make replacements of this; kind; without the ap proval of the office. * which is justified and which is hacked up (Contmmtd an r?) N11587