Until 2004 (Hannis, 2006) here in New Zealand there was a housewares retailer called L. V. Martin and Son, based in the Ngauranga Gorge in Wellington (Chetwin, 2017; Lawrence, 2017). Older Kiwis will no doubt remember the company's advertising strapline, as a "straight sell retailer" (Bulmer, 2001, p. 33), where Mr Martin senior, Alan Martin, would say to camera "If it's not right, we'll put it right. And it's the putting right that counts" (Chetwin, 2017; Dunne, 2022; Lawrence, 2017).
Many marketers thought this was a daft way of selling: the retailer was suggesting that something might go wrong with the product. It was thought that "as a marketing claim [it] initially seemed like a negative but, of course, in the context of their company, it’s was a real positive. Not selling their own brands, the family business was taking responsibility for the quality of the products it sold, championing the rights of their customers" (Jones, 2020). And this was the 1970s and 80s: stuff went wrong ALL THE TIME. And the L V Martin team would indeed put it right.
My father bought a water purifier from L V Martin. It went wrong. He called them: they arranged to pick up the faulty one and deliver a new one. A couple of years later, it went wrong again. They did the same thing: a pick up, and replacement, all at no cost to my Dad. Then five years on, despite the fact that the product was now well outside warranty, he contacted them about another fault. Again, a timely pick up and a seamless replacement. My father constantly told the stories about L V Martin being as good as their word. They were indeed as good as their advertising promise: if it was not right, they put it right.
And it was the putting right that counted. Their word was their bond.
That bought them reputation until the business was sold to Smiths City in 2004. Priceless.
Sam
References:
Bulmer, S. L. (2001). Consumer Interpretation of Metaphors in Complex Television Advertising: An Extension Study (Master's thesis, University of Auckland). https://www.researchgate.net/profile/Sandy-Bulmer/publication/35147154_Consumer_interpretation_of_metaphors_in_complex_television_advertising_an_extension_study/links/546a573f0cf2f5eb18077adb/Consumer-interpretation-of-metaphors-in-complex-television-advertising-an-extension-study.pdf
Chetwin, S. (2017, February 25). As the man said, it's the putting right that counts. The Post. https://www.pressreader.com/new-zealand/the-post-1022/20170225/282114931348034
Dunne, P. (2022, August 31). The Legendary Wellington Retailer Alan Martin. Dunne's Weekly: An Occasional look at Politics in general from a liberal perspective. https://honpfd.blogspot.com/2022/08/thelegendary-wellington-retailer-alan.html
Hannis, G. (2006). Visual communication in consumer journalism: The case of Consumer magazine in New Zealand. Prism Journal, 4(3), 1-11. https://www.prismjournal.org/uploads/1/2/5/6/125661607/v4-no3-a4.pdf
Jones, H. (2020). It's the putting right that counts. Waikato Business News. https://wbn.co.nz/2020/02/05/its-the-putting-right-that-counts/
Kepes, B. (2020, July 6). It’s the putting right that counts... . Diversity Limited. https://www.diversity.net.nz/its-the-putting-right-that-counts/2020/07/06/
Lawrence, H. (2017, November 1). It's the putting right that counts. https://www.hughlawrence.org/post/2017/11/01/its-the-putting-right-that-counts














