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Dave J. said:Just remembered one of my other favorite Jack Gifford stories.
A gal had bought a midrange Tesoro and for some reason wasn't happy and sent it back for "repair or replacement". Nothing actually wrong with the machine. Sent her another new machine. She was an unhappy camper again. He sent her a more expensive model to replace the one she had. She sent that one back, too. With a bunch of complaints that revealed a problem between the ears of the customer, not between the ears of the searchcoil.
Anyone who's worked in customer service for a while recognizes the pattern. Some people, the only thing that can make them happy is to be unhappy. In customer service, such customers are called "toads". [Any toad customers reading this, now you know what you're called after you've hung up the telephone.]
Jack calls her up. "We're proud of our reputation for delivering good value and for customer service. I want you to be happy. So out of my own pocket, I'll give you any metal detector you want for less than $1,000. With one limitation. It can't be a Tesoro. She decided on a White's Spectrum, and Jack bought one and shipped it to her.
About 6 months later, Jack gets a call from Alan Holcombe (then marketing manager of White's). "Jack, what have you done to me?"