I’d like to embellish my faithful readers with a story.  Some of you may know I owned an off-road, 4×4 parts business a few years ago.  I am still active in the 4×4 industry, some of my old friends might argue that, but I try to keep up on what’s going on.  I still have a lifted Jeep and with help of a few friends I keep blogging and supporting a tiny forum.  A few years ago I sold that business to start my small business consulting firm, CEOself.

CEOself does consulting on a wide range of topics, from Web Development to HR/employee relations.  One thing I preach is that the customer IS NOT always right.  A customer who is wrong should be educated and then treated as if they were right.  Such an instance has arose.

Some of you, hopefully all of you, have read my write up on the install of NM Engineering’s rear sway bar end links. In the write up I mentioned how the lower install bolts were too long.  Too long to install without removing the lower control arms.  Even though the directions call for removing the arms, my laziness took over and a found a shortcut.

Today I received the following email from NM Engineering.  Mind you I did not email them, or direct them in anyway to my little blog here:

First of all, I want to thank you for purchasing our products.  I have read through you blog – really good stuff!  There is plenty of great information and insight!

Let me introduce myself…my name is Joseph Chuan and I am the General Manager of Automotive Performance Systems, Inc., the manufacturer of NM Engineering products.  I read your notes regarding the installation process and wanted to contact you to address the concerns you expressed.  In regards to the bolt length issue, we chose to use a 65mm length bolt as it had the exact same thread length as the OE bolt.  At the time of our R&D process, it was unknown if the extra length may be required on other MINI applications and as such, to play it safe, we ordered that particular both specifically for the application – no parts bin engineering played a role in that decision.  During installation, it is a tight fit because of the position of the lower control arm.  However, we found that articulating the ball in the heim-joint allowed for insertion of the bolt…once inserted the ball and bolt could be rotated into position to facilitate insertion into the trailing arm.

As you have already trimmed th65mm bolt, I wanted to offer you two 55mm that are used in the top of the link to replace the modified bolts you currently have installed.  Of course, I offer you this at no charge, I simply need your full name and mailing address.  Another option would be to send you two new 65mm bolts to attempt re-installing the OE length as described above.  If you would like to take me up on this offer, shoot me an email or call me 805-388-7171.

I look forward to hearing from you and keep up the good work on the blog!

Best regards,
Joseph Chuan
GM, NM Engineering

Let’s remember what I teach my clients, …”the customer IS NOT always right.  A customer who is wrong should be educated and then treated as if they were right.”

Maybe I should listen to myself for once.  Joseph has done an absolutely wonderful thing here.  Educated me then treated me as if I was right.

My hat is off to you Joseph and everyone over and NM Engineering.  Not only for having the foresight to search the internet for customer based information about your products, but for having the BALLS to educate someone who obviously had it wrong and then treat them like gold.

You have a customer for life and I plan on telling my story to others in hopes they also become a life long customer.  I wish you luck, even though you won’t need it. Well Done!