A couple come into the store and storm up to my manager and me. They put an invoice on the desk and start complaining:
Customer: “I ordered a leather recliner from you, and I’m very upset with the quality!”
Me: “I’m sorry to hear that. What is the issue with it?”
Customer: “It’s the leather! The texture doesn’t match all over.”
I check the order number from the invoice, and I can see that they ordered their recliner in uncorrected leather.
There are different types of leather: dyed leather, top grain, corrected, uncorrected, etc. The most expensive leathers are typically uncorrected which means the hide is tanned and you will see barbed wire scratches, tick marks, blemishes, and the texture will not be uniform.
A cow’s back skin is different than the skin on the belly just like your skin is different on your forearm is different from the skin on the palm of your hand. That’s the character and nature of real, high-end leather. Corrected leathers have fillers, are sanded smooth, or have an embossed uniform texture and from a distance look just like vinyl.
Me: “It looks like you ordered this in uncorrected leather. That’s a really good choice, as the manufacturer uses an entire hide or more to cover the recliner! No two hides are alike, and they use as much of the hide as possible to avoid waste. That’s why it doesn’t look uniform.”
Customer: “But it looks gross! You should have explained that to me!”
Me: “Our sales representatives show examples of all kinds of leather when they’re making a sale. They would have explained this to you. You really have chosen the highest-quality leather according to the industry! You should be happy!”
Customer: *Seemingly coming around.* “So they used the whole hide, eh?”
Me: “That’s right! They waste nothing.”
Customer: *Condescendingly, as if trying to catch me out.* “Well what do they do with the a**hole?”
Manager: *Light-heartedly quipping.* “That’s what they put the reclining handle through!”
They walked away looking satisfied. I asked my manager how he knew that would work and he said:
Manager: “I didn’t! I was trying to calm them down with a joke; I didn’t think they’d believe me!”