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Jun 25, 2009 16:33:04 GMT
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Customers can be true asses too.
I get email all the time from goofs who want me to counsel them on this or that ebay item, for example. I'm expected to reply quickly, before the bidding closes, to advise these kind of "customers" on whether I think the item is a good deal, same as, better than, worse than the exact same thing I sell.
Then there's the "customers" who wish to milk you of all your knowledge. "Please download me all your files and brain-dump everything thing you know" so I can duplicate your offerings at half-price from the Land of the Little Red Book.
In the fast world of internet quotes, a whole bunch of "customers" are rude, worse than cheap - having no intention of buying anything, and do not wish any sort of traditional quality of goods or service. It's price, price, price.
The most awesome asses are the ones who buy something on ebay or another seller, and then come to me for Technical Support because the vendor was a mass merchandizer, who don't even know what a Capri is. I'm supposed to jump right in and assist, or I'll get fried up on a Capri forum for being a mean nasty man.
LOL, you guys think this is easy? When vicious people (sometimes veiled competitors) can unjustifiably destroy a reputation with a couple fake assassin emails to a board or list or forum?
And yet, look at all the silly ass posts here about ebay-this and ebay-that, like it's all about the least coin paid, rather than quality and service. That's what consumers are demanding, and they're slowing slitting their own throats with it.
OK, I'm feeling better now.....
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Last Edit: Jun 25, 2009 16:34:15 GMT by Team Blitz
 Team Blitz Ford Capri parts worldwide: Restoration, Road, or Race. Used, Repro, and NOS, ranging from scabby to perfect. Itching your Capri jones since 1979! Buy, sell, trade. www.teamblitz.com blitz@teamblitz.com |
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Jun 25, 2009 17:39:55 GMT
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Aye Norm, for the first time this week I actually agree there, its two sided, I rather have them on email than shop/garage though.  fair enough though theres loads of em! A short informed answer/price is all most of us want however, and you can 7 times out of 10 spot the time wasting, nuggets, but then 3 of em surprise ya and buy summat!  I'm not a pro BTW, this has come from selling my 'Old Stuff' (and not to 'jason' either!), and watching mechanics and shop people. I'm gonna add some positivity.  Man at Allysport replied to my emails, i went down to see him in person and he was good on the phone, his service is as good as I expect. Subsequently I commissioned his company last year. I'd give him 8 or 9 /10, , why only 8 or 9, cos communication was lost between my physical drawings, email sketches, and verbally upon building, it was only a few bosses though and all got rectified at cost to them.  More of that please. |
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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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Jun 25, 2009 17:58:33 GMT
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Even the cheapest of mobile phones will have email capabilities nowadays, so there really is no excuse for getting back to people.
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Jun 25, 2009 18:47:32 GMT
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I try to respond to every serious e-mail I get within a day.I also return phone calls at the shop within the same day or next day.
I go out of my way to give 100% satisfaction with my customers.
I have a 99.9% success rate..
The problem is that 50% of calls are wanting me to give information free of charge without even spending anything.Most of the time I do but it gets weary after a while.
I'm tempted always to ask this question....
Would you in whatever job you do give someone the information that would do you out of your own job?
The shop IS my living. I have to make a profit to stop going bankrupt.Not excessive but a profit never the less.
I was worried at one time about people buying in from the US but not anymore. I've stripped enough transmissions now to realise that the big US companies send transmissions off the "english shelf". It's been happening for a while now and folk are coming round to realise that you really do get what you pay for. And they're also realising that if they have a problem with an outsourced trans they're stuffed,where as if they get one from me i'm here to fix that problem,if one occurs...
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Last Edit: Jun 25, 2009 18:52:07 GMT by redvictor
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kee
Posted a lot
Posts: 4,991
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Jun 25, 2009 18:52:06 GMT
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i understand what you say norm, however in this case we are talking about geniune interest in purchasing goods, not just trying to get info so we can under cut them. if that was the case then i wouldn't expect a reply, but it isn't therefore i do |
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Jun 25, 2009 19:05:37 GMT
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I have had great email responses here and not so great ones. best of all was the company in czech republic that supplied my ignition system, all emails answered in a working day which is truly awesome as there's only one person there who can answer the emails in english! I'd buy that for a dollar.
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Jun 25, 2009 19:54:20 GMT
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It's a little different because I work for a very large retail/mail order company in the sales ledger dept but I will always reply to an email as soon as I reasonably can, always the same day, usually within a couple hours. I can't understand how people with a desk job can not answer their email...
There are exceptions though.. rude people can wait until I'm less busy, people who don't read what I've emailed them and argue for the sake of it can wait.. people who are told who to contact with their query by me, then ignore that and carry on bugging me get their emails forwarded with no reply...
As I said, its different, but still the same principle. A polite email should always get answered efficiently (within minutes/hours in my job position, within a couple days for a sole trader who is not based at their desk..)
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...proper medallion man chest wig motoring. |
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Jun 25, 2009 20:20:22 GMT
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Even the cheapest of mobile phones will have email capabilities nowadays, so there really is no excuse for getting back to people. you know what? I lost my mobile about a month ago. Havn't bothered replacing it, I used to think it was essential, cos it rings so much, but it turns out nothing has changed. My customers still find me, the landline still works, the world did not end. All I'm missing is the constant "enquiry" calls that norm mentioned. Presumably they are all asking pointless questions of someone else instead. PM or email me with a sensible question, you will get a sensible answer. same goes for stupid questions... stupid answers I have an infinite supply of |
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To get a standard A40 this low, you'd have to dig a hole to put it in |
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Norm and others in the business. My unanswered emails of the last couple of weeks are purely relating to whether an item is in stock or is in the range that they sell, or can they email me a product price list.
I appreciate that free technical support is not what small to medium businesses are about, but if they don't tell me if they have an item or how much it costs then how can I buy that item and I go look to Summit, eBay or where ever.
I'll bet a lot of these businesses complain about people self-importing and using eBay rather than them, but seriously, customer service....
I agree with both Nightmares and Redvictor, despite them making oposite points! Some stuff I just get straight from the US or China. Some stuff I want to buy here because I know I might need to take it back. UK industry can't really compete on price, but what it can compete on is service, value add, warranty, etc.
I'd buy a pack of gaskets or a set of pistons or whatever from the US direct, no problem. I'd be wary about buying a trans or crate motor.
I've heard all about the "export shelf" before.
But also its good too support local tallent and local business.
So long as they get back to you when you email or call!
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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 26, 2009 22:56:55 GMT
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on related note - want a spacer from Weber (Webcon). Emailed last night, had a reply that is dated just before 8am today. Only problem I can find is that there was no opening "Hi SS" or "Dear Sir", just straight into the info. But I can put up with that because the info is good, has price, availability, part number, etc, all that i asked for.
Will now definitely use and has prompted me to consider using for some other parts previously made of unobtanium if they are willing to give this level of service.
See? good service wins customers!!
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sparko
Posted a lot
Posts: 1,627
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I thought i replied to this but maybe not. i was originally with you as a while ago i emailed weller wheels to see if they sold 15x8's and 15x9's any more. no reply at all. i was pretty curse word that a big company didnt have the time of day for me! However today i get this.... "Hello Ben, When we received your enquiry, we simply didn't know what to say but albeit "very very late", we can now offer an explanation and also apologise. Since 2005, our products had been manufactured under licence by a Midlands based division of the Purdie Group, but sadly back in March, this part of the Purdie Group went into Administration. Although initially there was some hope that the manufacturer would be taken over, it turned out that it could not be saved and everything closed down. This was an ABSOLUTE DISASTER for us and so rather than risk going through this again, we decided to do what we good at! and we've "taken back" all the manufacturing and set up our own wheel production plant in Redditch, Worcestershire. This was a big job and there is still some work to do but we hope to be back in production sometime in August and maybe then you'll give us another chance in attending to your enquiry. Right now we aren't sure what wheel sizes will be produce first but a bit closer to the time, I will let you know. It might be that we have already spoken on the phone and if so, I'm sorry that I've not been able to keep record of this. Until we are back in production and able to supply, please may I offer my best regards - Les Weller" Was well chuffed! and the fact it is from a bloke with the surname weller leads me to think owner? Anyway i read it and thought of this thread to thought i would share  |
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Lex
South East
日本車 <3
Posts: 2,404
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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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Resto-UKal |
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Thats great Sparko, and potentially very good news. I'm sure I also sent Weller an email about this years ago now. Hmmm |
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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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fair enough though theres loads of em!
I'm not a pro BTW, this has come from selling my 'Old Stuff' (and not to 'jason' either!), and watching mechanics and shop people. 
More of that please.
