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I have noticed in the past that small businesses supporting the car/retro/classic/custom hobby are not always the quickest at responding to emails. OK, fair enough these are busy people, often sole traders or small companies where they are busy doing what they do and checking email may come low on the priority list.
But I have noticed recently that small and even medium businesses are not responding to sale and technical enquiry emails at all. "please send me your pricelist" should ilicit some form of response.
OK, there is a phone, but why provide an email address if you are not going to use it?
It seems British based firms are the worst for this.
So those of you who are working in these businesses please either take the email address off your publicity material / website or acutally answer it! Once I have had a non-reply by email I am much less motivated to actually phone because I now have a negative impression of that business.
In a recession you need to work harder to get my money as I have less of it to chuck about.
Or maybe its just me, they all hate me and don't want my business because I smell of FAIL or something?
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1941 Wolseley Not Rod - 1956 Humber Hawk - 1957 Daimler Conquest - 1966 Buick LeSabre - 1968 Plymouth Sport Fury - 1968 Ford Galaxie - 1969 Ford Country Squire - 1969 Mercury Marquis - 1970 Morris Minor - 1970 Buick Skylark - 1970 Ford Galaxie - 1971 Ford Galaxie - 1976 Continental Mark IV - 1976 Ford Capri - 1994 Ford Fiesta
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yeah agreed , especialy when everyone is crying over loosing trade
ive emailed several places latley and been ignored...like you say you just go elsewhere rather than call em
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91 golf g60, 89 golf 16v , 88 polo breadvan
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Powerflow took three weeks to reply to my email. MX-5 Parts, on the other hand, took about 20 minutes. (Although they are more web-based, obviously...)
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my last email was to sturmey archer (3 speed people) asking about the pedal back brake hub on there website (a new model) and asking where i can get it and how much, i allways end my emails with any help appriciated. but i got a reply 2 weeks later saying simply " YOU CANT" this is retro material i promise as its for a retro mode of transport  and one of the major companys of "england" which are now owned by some russian company i think  |
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tri
Posted a lot
Posts: 2,572
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I've noticed this too. Croydon Race & Rally are about the best sole trader I've come across so far, and that was a 30 odd hour wait for a reply, lol.
POTN are pretty bad for it too for a big company. I'm fairly sure they only employ one guy though, and they no longer even answer phonecalls. I luckily managed to catch the bloke on the gmail chat thingy a few times, and it's always the same guy, lol.
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 I forgot how to retro...  |
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Even the phone is no better , i rang 4 companies yesterday regarding wire wheels , not one answered and none have replied to voice messages left , wish i could afford to be like this when people have paint enquiries .
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What about those who NEVER get back to you?!!!!  What AK said, this has been a bug for years now. yes theres more potential for time wasters, some of us included with our fly by night crazy ideas! However, I usually honour my enquiries, and if I ever get a good email back I give the company my business even if they don't end up the very cheapest  I like emailing as it gives them chance to chew over the question, like what happens if you call, "A what, erm, oh you've seen it on our website? well Dave isn't here right now, call back later, he'll know about it" Ive actually been in a tangle like this, email: Hi, Call 0870 123 4567 , "Oh hi I'm calling about", "John isn't here", "But he just emailed me asking to call." ya give up, numptyheads etc, take business elsewhere, I stick to my guns on this one. Good comms are necessary, bad comms at sales, must mean worst comms aftermarket. So businesses, only use a fashionable email address if you are gonna reply to it!! |
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 it doesn't matter if it's a Morris Marina or a Toyota Celica - it's what you do with it that counts  |
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Jem45
Posted a lot
Posts: 1,021
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I emailed Webcon (UK Weber distributor) for some info and got a really detailed and personal response about 20 minutes later - was v.impressed.
Only answer to such whinges generally is to vote with your feet. As you say, there's plenty of traders out there. Give the business to the good ones and put the others on the sh*t list.
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Carbs 'n chrome
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I to find this annoying, not car related but I recently emailed a few double glazing firms for a rough price for a new front door as it's not a standard size, I did a picture with dimensions on and emailed the relevant companies I didnt get one resposnse, my Fiance emailed the same companies and got a reply within 24 hrs, it wasnt even any different she forwarded my email.
Even if they replyed saying "I'm affriad we cant help" would be enough lol.
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Last Edit: Jun 25, 2009 8:51:06 GMT by joem83
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When dealing with a small business I don't expect a same day reply. if theyhave to fish out info, then at least whack back a confirmation email. When dealing with a sole trader (possible part time business) a couple of days is acceptable. When dealing with established companies I know employ several people on sales / counter / phones / etc. its unacceptable to have no reply after 2 weeks.
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1941 Wolseley Not Rod - 1956 Humber Hawk - 1957 Daimler Conquest - 1966 Buick LeSabre - 1968 Plymouth Sport Fury - 1968 Ford Galaxie - 1969 Ford Country Squire - 1969 Mercury Marquis - 1970 Morris Minor - 1970 Buick Skylark - 1970 Ford Galaxie - 1971 Ford Galaxie - 1976 Continental Mark IV - 1976 Ford Capri - 1994 Ford Fiesta
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fixed
youre right tho
day after maybe but weeks or not at all is not on
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2001 HONDA CT110 (NOT RCV)
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MWF
Posted a lot
Posts: 2,945
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Traditional B2C businesses have been needing to get with the times for what seems ages. All that seems to be happening is they loose business until someone more customer orientated comes along and replaces them.
It's daft because email is one of the easiest ways to handle customer enquiries.
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I think it's because email is the thing that doesn't nag you. The phone rings and you need to answer it, a person walks into your shop and you have to speak to them but emails will wait.
I'm not saying it's right that's just how it happens.
The company I work for does customer management software and we take the emails enquiries from a companies websites or even directly from their inbox and assign the email to a particular member of staff. They then have X amount of time to deal with the request before our system starts stalking them to do it or it's escalated to their manager. It really does work.
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kee
Posted a lot
Posts: 4,991
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Jun 25, 2009 11:00:32 GMT
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i e-mailed an engine builder in doncaster a whil back and got a response the day after saying 'sorry, very busy will get back to you next week'. that was the owner of the company, he got back to me the following monday with a proper response and we had a few e-mails go between them. very pleased with their service, although they didnt get any custom as i ran out of money aplpying for jobs is worse, i emailed god knows how many local motorsport/kit car firms with not 1 reply. |
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purplevanman
Posted a lot
Way too orangey for crows
Posts: 3,830
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Jun 25, 2009 12:33:44 GMT
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Ithought it was just me they ignored |
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Welder, fabricator, general resto work
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Jun 25, 2009 15:38:21 GMT
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glad its not just me.
Maybe a few will see this thread and think about sharpening their customer service skills.
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1941 Wolseley Not Rod - 1956 Humber Hawk - 1957 Daimler Conquest - 1966 Buick LeSabre - 1968 Plymouth Sport Fury - 1968 Ford Galaxie - 1969 Ford Country Squire - 1969 Mercury Marquis - 1970 Morris Minor - 1970 Buick Skylark - 1970 Ford Galaxie - 1971 Ford Galaxie - 1976 Continental Mark IV - 1976 Ford Capri - 1994 Ford Fiesta
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Jun 25, 2009 15:43:32 GMT
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the uk's lack of customer care and response is one of the main reason i will always look state side or to Australia first before bothering to look over here first they just seem that much more happy to have the customers than the uk company's plus they have more stuff in stock and deliver it quicker and 9 times out of ten its cheaper that buying here |
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MWF
Posted a lot
Posts: 2,945
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Jun 25, 2009 15:46:05 GMT
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Totally agree Nightmares
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and one of the major companys of "england" which are now owned by some russian company i think 
