A Zebra owner builder (lets call him ZOB_1) goes to HARDWARE X (HX) to check out an item of equipment. He finds that there is a choice of one and it seems a bit too expensive for what it has to offer.
ZOB_1 then goes to Bunnings to check what they have to offer. The situation is not a lot different except there is a choice of two. The HX item is one but it is 20% cheaper and the other is about 50% more expensive.
ZOB_1 Decides to get the HX option (but from Bunnings) at 20% less. He takes it to the site assembles it and finds that it is not up to the task – not safe enough most importantly. So ZOB_1 rings Bunnings and they say “bring it back, do not bother to dismantle it again and we’ll do a refund or a replacement upgrade – your choice, but please bring your receipt.”
ZOB_1 goes to Bunnings again, decides their option 2 was probably what he should have purchased in the first place, swaps option 1 for 2, does the reconciliation transaction – there are smiles all round – loads the replacement in the utility and is back home within the hour. The whole process was simple, stressless and satisfying despite everything!
Driving home, satisfied with the experience, even despite his mistakes, ZOB_1 begins to wonder why it is that some of his ZEBRA Network friends have not had similar experiences with their builders.
ZOB_1 can only conclude that Bunnings is in their business to satisfy their customers and by doing so, perhaps increase their market share – and they did so here! So it seems that there are quite a few builders – too many at least – for whom this is an alien concept. ZOB_1 is still trying to fathom that idea one out – as is the whole network – but there you go but big tick for Bunnings . It's all black and white really!
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