Single source because no one else handles/makes it.
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- Thread starter Link
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That can cause a bottle neck. Ouch! I've had those issues makes communication and logistics sticky.
Good for you!!!
Link
Silver $$ Contributor
I'm use your Serices
ty Don
jds holler
Gold $$ Contributor
We used to have a gunsmith in my local town that was the best and most competent in possibly the whole state. Had the equipment to do ANYTHING, and do it right.
There was only one thing he hated the most -- Customers.
Maybe your guy is one of those. jd
There was only one thing he hated the most -- Customers.
Maybe your guy is one of those. jd
Fast14riot
Gold $$ Contributor
Sometimes customers get in the way of work. I deal with it all day long with 3 phone lines. Sometimes I just let the phone ring because I need to get something done.
gkgeiger
Silver $$ Contributor
Maybe you shouldn’t have any.
Fast14riot
Gold $$ Contributor
This happened TODAY...
Customer calls and starts the conversation off with "I have been on the phone with UPS for 5 hours and they don't know where my package is, why haven't you done anything about it!" Not a hello, here's my order number and name, nothing. As I gather the pertinent information and look it up, claim was filed 3 business days ago and I start to explain the lost package process when she cuts me off raising her voice "WHY ARENT YOU DOING ANYTHING! YOU ARE SO RUDE, WHY ARE YOU CALLING ME NAMES AND YELLING AT ME!!!" which is absolutely not what is happening. Then I hear a man's voice in the background yelling into the phone "I can't believe you talk to customers like this!"
It is 100% manipulation and completely false. Worst kind of person to deal with. Never once checked their email for the daily status updates or process, yet feels the need to call and berate me trying to get me in trouble.
So yeah, I dont want those customers.
Link
Silver $$ Contributor
It takes all kinds, however I think 99% are good. We delt with the public 40+ years before retirement. Mostly great people.
Fast14riot
Gold $$ Contributor
I agree. I enjoy most of them. But I still think anyone who works in CS should still be able to pick one customer per year to fight, lol!
jds holler
Gold $$ Contributor
I was a lumber delivery truck driver, and my boss texted me with a number to call to straighten out a late delivery with a customer. A gal answered and proceeded to chew my ass like a pit bull... "Where are you, how long is it gonna take, I'm sick of this BS, this is the third time" --- I managed to get a few questions asked to straighten things out and realized they had bought a load from our competition down the street. 
When I was able to explain that to her she responded with "click". jd
When I was able to explain that to her she responded with "click". jd
jelenko
Gold $$ Contributor
Yeah. Can understand her frustration - but it wouldn't have cost her anything to apologize for her mistake.I was a lumber delivery truck driver, and my boss texted me with a number to call to straighten out a late delivery with a customer. A gal answered and proceeded to chew my ass like a pit bull... "Where are you, how long is it gonna take, I'm sick of this BS, this is the third time" --- I managed to get a few questions asked to straighten things out and realized they had bought a load from our competition down the street.
When I was able to explain that to her she responded with "click". jd
Fast14riot
Gold $$ Contributor
Smaller business is even harder, a single deranged customer can really wreak havok on a reputation. I've dealt with those (I have a couple decades of retail management at many levels under my belt) and now I have a work load of over 1000 orders a week, plus hundreds of phone calls. I do really like dealing with most people, especially on custom jobs and unique applications, but that 0.1% of the public really gets under your skin sometimes!
I've even helped settle down jerk customers at stores where I was a customer as well, because I could tell the CSR was fresh meat and didn't know what to do and nobody deserves to be treated poorly either at work or as a customer, IF they're both able to be reasonable.
In the home building industry we have a warranty dept. Basically myself and my small staff. The key is to manage a customers expectations and our time through careful communications and timely scheduling without being at their beck and call. We have set times to return calls and go over written requests per guide lines.
I had a new customer who, about 15 years ago, brought in an Italian shotgun that had a broken extractor. Parts were not available after four weeks of searching. I told him that I would have to hand make one out of tool steel, which I had and the correct thickness, and I would not give him a timeframe because I could only work so long on it with files. That was OK with him at the time.
About 2 weeks later he aske how it was coming. I told him that I had the rough shape done and was profiling the rear section because I had the broken extractor as a template. I also had other work that was being done at the time. I told him again that there is no timeframe.
I was busy at the time working on other firearms plus looking after the house. He came over about 3 weeks or so later and asked if the SG was finished, no it isn't. He said I want the SG and the unfinished piece. I asked him about the no time line, no answer, gave him the SG but told him he owes me $75.00 for the piece, (aggravation fee). He didn't want to pay so I kept the piece and still have it.
About 2 weeks later he aske how it was coming. I told him that I had the rough shape done and was profiling the rear section because I had the broken extractor as a template. I also had other work that was being done at the time. I told him again that there is no timeframe.
I was busy at the time working on other firearms plus looking after the house. He came over about 3 weeks or so later and asked if the SG was finished, no it isn't. He said I want the SG and the unfinished piece. I asked him about the no time line, no answer, gave him the SG but told him he owes me $75.00 for the piece, (aggravation fee). He didn't want to pay so I kept the piece and still have it.
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