From the Rolls-Royce experimental archive: a quarter of a million communications from Rolls-Royce, 1906 to 1960's. Documents from the Sir Henry Royce Memorial Foundation (SHRMF).
Advising staff on how to handle customer complaints to avoid spreading rumours about vehicle weak points.
| Identifier | ExFiles\Box 47\1\ Scan351 | |
| Date | 15th October 1926 | |
| HS{Lord Ernest Hives - Chair} X4117 To all Heads of Departments From B.J. BJ24/E15/10/26 Certain public rumours have been started from time to time concerning weak points on the Phantom and the 20 HP. It has been ascertained that quite unintentionally strength has been added to these rumours by remarks made by our own officials. For example, an owner or driver may complain to one of our officials concerning some trouble which is known to us to be fairly common but which he thinks is probably rare, or even an isolated case. If our official shows surprise and listens to his description with interest, the owner or driver retains this impression that it is an isolated instance. If on the other hand our official cuts short the owner's or driver's description, possibly to save time, and gives the impression that we know all about his complaint, the customer obtains the impression that it is a common fault in our chassis and spreads the rumour amongst his friends and other owners that such-and-such a fault is well known by us to exist in all our cars. Great care therefore should be taken in dealing with all such matters, and all workmen &c., who are likely to meet customers, and Repair Departments elsewhere, should be advised accordingly. BJ. | ||