Are there customers you won’t work with?

Yes, but an incredibly small number.

As one of Australia’s most trusted repairers and a patient, former science teacher, I have very few issues with customers. That said, one must keep in mind:

1. You can never please everyone
2. Not everyone is reasonable or well-intentioned
3. The customer isn’t always right

The Blacklist

Liquid Audio, in collaboration with leading Western Australian technicians, manages a list of people who are no longer welcome to receive assistance from anyone in the group. This is known as the black list. My customer database comprises several thousand names, yet I’ve only added about 10 people to the blacklist in a decade, roughly one per year, an exceptionally low rate of about 0.01%.

The Process

This small subset of people is, from our experience, best avoided for a variety of reasons I won’t bore you with here. We apply this simple, zero-tolerance policy to all such individuals:

Assistance is terminated, details are recorded and shared with businesses in the group, and the individual is permanently blacklisted from all participating businesses.

Irreversibly losing access to the most respected repair businesses in Western Australia is a bad outcome, but the only fair one in these cases.