Art meets Music

Filed under Music, Quality | 20 November 2008 | 1 response

A comment on a post on Seth Godin’s blog leads me to an unusual website of a “luthier”.  I was not familiar with the word/profession, until today.  Here’s how Rick Toone’s site describes what he does for a living:

I won’t denigrate assembly lines — they build for the masses. I don’t. This is something very different.

If your music is art, if your vision is unique, I will shape the wood, bend the metal, solder the connections to give you the tool to let your beast run wild.

It’s a pleasure to read Toone’s writings, particularly those categorized as “World View“.  What I found especially noteworthy was his commitment to Quality and Customer Satisfaction, elegantly captured on his Pricing page:

Without risk.

No instrument will ever leave my shop until I am fully confident it is an integrated, functional organism.

The nature of our collaboration is intense, detailed, and openly documented for clear communication. No aspect of your instrument should be a surprise. Please expect to play the instrument for one month to give yourself time to acclimate to your unfamiliar and unique new tool.

If after one month some aspect of the design or sound displeases you, we will negotiate a win-win solution toward restoring your delight, and confidence.

In the unlikely event we are unable to agree upon an equitable solution, I will purchase the instrument from you — at full price — provided the instrument is returned in perfect condition.

My objective is always to delight you.

How many big corporations have the courage to take such a stance and communicate it so clearly to their customers?  Come to think of it, how many individuals do?

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  1. Rick Toone

    on 28 November 2008 at 7:42 pm

    Naveen, thank you for visiting, and for your kind words.

    Seth Godin has been a generous and thoughtful marketing mentor. He has shown me how to amplify my natural tendencies toward sharing and generosity, and use them as strengths in client interactions. I count myself fortunate for having made his acquaintance and for participating in his Triiibes online community.

    [NOTE: Email Seth directly if you would like to participate.]

    Another strong influence has been Steven Covey, and his principle of “win-win or no deal” in personal (and business) interactions. By constantly seeking win-win solutions, one’s actions become a source of positive change, spreading tiny ripples throughout cultures and borders.

    I’ve enjoyed reading GrayMatter. Thank you for sharing your worldview.

    Cheers,
    Rick Toone