Official Luthiers Forum!
http://w-ww.luthiersforum.com/forum/

Fair Notice to Suppliers:
http://w-ww.luthiersforum.com/forum/viewtopic.php?f=10101&t=32701		 Page 1 of 4
Author:  David LaPlante [ Wed Jun 29, 2011 12:10 pm ]
Post subject:  Fair Notice to Suppliers:
After a spate this past week of unanswered emails, faxes and non returned phone calls (not any of the folks listed at the top of the page I'm happy to point out) insofar as attempting to do business with various suppliers I'm pledging the following:

I WILL NO LONGER DO BUSINESS WITH YOU IF YOU REFUSE TO DO ANY OF THE FOLLOWING THINGS:
-ANSWER YOUR PHONE WHEN I CALL
-RETURN MY CALL IF YOU FAILED TO DO THE ABOVE AND FORCED ME TO LEAVE A MESSAGE
-RETURN OR AT LEAST ACKNOWLEDGE THE RECEIPT OF AN EMAIL
-KEEP YOUR "CART" WORKING ON YOUR WEBSITE

Anyone else wish to take the pledge??
Author:  CharlieT [ Wed Jun 29, 2011 12:17 pm ]
Post subject:  Re: Fair Notice to Suppliers:
Hear, hear!
Author:  WudWerkr [ Wed Jun 29, 2011 12:22 pm ]
Post subject:  Re: Fair Notice to Suppliers:
NOTHING i hate worse than getting a " Electronic answering service " push 1 for sale , 2 for billing , 3 for any other callss [headinwall] [headinwall] ( what number do i push to tell them off ) Just my little pet peeve , want my business , then during business hours have a REAL LIVE person answering the phone !
Author:  SteveCourtright [ Wed Jun 29, 2011 12:27 pm ]
Post subject:  Re: Fair Notice to Suppliers:
David LaPlante wrote:
Anyone else wish to take the pledge??


I hear you, David. Barring unusual circumstances, it seems obvious that the first order of being in business is to answer the phone.
Author:  SteveSmith [ Wed Jun 29, 2011 12:28 pm ]
Post subject:  Re: Fair Notice to Suppliers:
Absolutely. Been doing it that way for a while.
Author:  Stuart Gort [ Wed Jun 29, 2011 12:52 pm ]
Post subject:  Re: Fair Notice to Suppliers:
See? SEE?

I used to tell my sons there are only a couple of principles to a successful business.

1. Always do better.....There is a market for everything good and bad. You can market bad products and sell them but if your product always gets better, it will recommend you in any market.

2. Do what you say your going to do.... People seek security so they naturally gravitate toward the predictable and dependable. If you stick to this principle you will avoid making idle or unrealistic projections.

3. NEVER don't answer the phone.... Nothing is more frustrating than wanting information and having to wait for an answer. When you have money and want to buy something but the seller seems to have better things to do than talk to you it reveals fundamentally flawed business priorities.
Author:  douglas ingram [ Wed Jun 29, 2011 1:56 pm ]
Post subject:  Re: Fair Notice to Suppliers:
I simplified this personal pledge about two years ago, while securing parts for my first electric guitar build.

Never do business with a supplier who does not even offer a phone number!

There is one notable business who claims to be able to offer lower prices by keeping an on-line service and not having to pay for a staffer who's job it is to answer the phone. To top it off, the "contact us" option on their website failed to solicit any response. Not only will I never do any business with them ever again, they are on my "very black" list! So, effectively, there was NO way to contact them.

I hear you all about the rest of David's list. As a one person operation myself, I find it a real challenge to stay on top of all communications. It is very easy for one or two to drop off the map, so I am somewhat forgiving of one person, or other small, operations.
Author:  Dave Fifield [ Wed Jun 29, 2011 2:01 pm ]
Post subject:  Re: Fair Notice to Suppliers:
Stuart, you exceeded my expectations in your posting 8-)

You set me up to recieve TWO ("couple") principles, and then you actually delivered THREE!!! :D :lol:

Kidding aside, those automatic telephone answering machines with options are the worst aren't they? I particularly hate it when the message tells me what their "normal business hours" are and then send me to a nameless voicemail box DURING THEIR NORMAL BUSINESS HOURS!!!

I don't think we should be too hard on them though - does any of us employ someone to answer the phone while we're busy? I don't. I have a message saying that I will get back to them within 24 hours. That's the best I can do, since I only do this evenings and weekends at the moment.

David LaPlante, the OP, doesn't show a phone number at all....his contact link goes to email only. At least there's no expectation that a phone call to him would be answered directly.....

Cheers,
Dave F.
Author:  WudWerkr [ Wed Jun 29, 2011 2:06 pm ]
Post subject:  Re: Fair Notice to Suppliers:
Quote:
I don't think we should be too hard on them though - does any of us employ someone to answer the phone while we're busy?



Yes , I do ! :D
Author:  David LaPlante [ Wed Jun 29, 2011 2:55 pm ]
Post subject:  Re: Fair Notice to Suppliers:
.......not only that Dave,
I am not in the business of filling orders over the phone or off the internet. I have no "stock" that I sell.

Any inquiry, (as rare these days as they are) would be answered very promptly as I check my email at least a dozen times during the day.
Author:  Chris aka Sniggly [ Wed Jun 29, 2011 3:51 pm ]
Post subject:  Re: Fair Notice to Suppliers:
I can't tell you how many phone calls and emails I've placed...just to tell a person or potential client no. I say this because the 'no' was necessary to properly execute that particular article of business. I could have simply NOT called or written since, in my mind, that transaction was either complete, not going anywhere, or whatever your mind can come up with. I was simply keeping to my principles of conducting business. Simply not corresponding when you think the business is complete is not acceptable.

There are inextricable fundamental principles that will always govern the conduct of business and provide evidence for the determination / judgement of whether or not that conduct was proper. Answering correspondence in a prompt manner and delivering on stated principles and promises are among them. Violate these two and you will loose business. Plain and simple.

The reason it's so important to coddle these principles is because money is involved. Yes you can successfully argue reputation etc. etc. etc....but money is the binder. Money is given to the seller IN TRUST that the seller will in return provide the stated product in the stated manner. Violate the transaction in any way and you violate what the money represents, the person whom gave it to you, and the principles and responsibilities of conducting business in the proper manner.

I wholeheartedly agree with David. In addition if David's 'model' of conducting business is email correspondence only AND he is prompt AND he delivers on his stated principles and promises, he will be successful.

Chris
Author:  the Padma [ Wed Jun 29, 2011 8:16 pm ]
Post subject:  Re: Fair Notice to Suppliers:
Answer Dhu Phone eh.

Well if the phone rings while me in the store and the sales person starts up a conversation that lasts more than 30 seconds. I'm history.

Heres me, taken the time to drive into town only to be interrupted and then ignored by the sales staff because of a phone call. Me don't think so.

Long time ago, when me ran store front, me staff were instructed to say,
"Thank you for calling, I'll be right with you as soon as I'm finished with this customer."

Me wonder what it is with people who think that they can call up and expect the sales people to drop the customer, who has take the time to go into that store with cash in hand and deal with their phone call.

This happens all the time. Well it use to.

It has taken me a few years but the hardware dealers and suppliers in this town now say "Thank you for calling, I'll be right with you as soon as I'm finished with this customer." Cuz they know I'll walk across the street.

Anyways my belief is a cash in hand customer is worth 3 lazy phone callers.

Of course this only applies to the local retail storefront type operations.


blessings
duh Padma
Author:  the Padma [ Wed Jun 29, 2011 9:11 pm ]
Post subject:  Re: Fair Notice to Suppliers:
Filippo Morelli wrote:
Once you're off the brew, re-read the post. If you need help comprehending what was said, we are here to help.

Filippo



Yo, Flipo

Help? You? Like as if you gonna help me undertstand me own words. Ya right dude! Go pull the wool over your own eyes first. Not!

Is been 3 n 1/2 years you been readin me posts on dis here site and if you can't grock what me be lay down by now perhaps u should stop reading me posts and suck up some of that there Readers Digest.

non the less
blessings
duh Padma
Author:  Mike OMelia [ Wed Jun 29, 2011 11:16 pm ]
Post subject:  Re: Fair Notice to Suppliers:
While I am unsure if Padma's post is in line ( or not) with the OP's concern, I find that I am in violent agreement with Padma's line of thought. Also, it is very predictable that such a post (by the OP) is going to generate either mass agreement and minor, though prickly dissent (or the other way around). Tends to follow the cliques. There are some who could have posted the same thing as the OP, but it would have turned out quite differently. Generally, such stuff concerning sponsors should IMHO have ended up in the Community forum. Attacking sponsors is always bad practice, even if they deserve it. There simply has to be a better way to do this.

Regarding Padma's post, anytime a retailer puts a phone call above a flesh and blood customer in front of him, booh! I've even gone to the trouble of calling the clerk in front of me because they keep answering the phone while I am in front of me. And yes, I'm a sinner too.

Mike
Author:  alan stassforth [ Wed Jun 29, 2011 11:52 pm ]
Post subject:  Re: Fair Notice to Suppliers:
Every auto parts store I've ever been to,
and I been to lots of em,
talk on da phone,
after I hit the counter,
and deal with the call,
then get back to me............ :shock: :? :lol:
No problem, I've got nothing else to do,
thanks!!!!!!!!!
I understand your frustration, David.
What I do is let people screw up,
don't complain,
and go elsewhere..
Author:  David LaPlante [ Wed Jun 29, 2011 11:54 pm ]
Post subject:  Re: Fair Notice to Suppliers:
Mike, Please read my initial post more carefully, I'll quote it:

"(not any of the folks listed at the top of the page I'm happy to point out)"

By this I thought I made it clear that I am not referring to any of the OLF sponsors whatsoever and from whom I have always received excellent service.

Padma, I think you may have misunderstood that I am also not referring to any retail businesses which serve customers who come in off the street.
These are are industrial suppliers who cater to our industry and other related industries and who do business exclusively by mail, phone or the internet.
Author:  Link Van Cleave [ Thu Jun 30, 2011 1:17 am ]
Post subject:  Re: Fair Notice to Suppliers:
David, You were clear. Mike seemed to miss that.

OTOH I think you might have missed that the Padma got it.

Quote:
Padma quote : Of course this only applies to the local retail storefront type operations.


L.
Author:  Frank Cousins [ Thu Jun 30, 2011 1:51 am ]
Post subject:  Re: Fair Notice to Suppliers:
Surely it all depends on the size of the operation? a one man supplier, who is dealing with everything, then need to do family things, chores, vacation etc? I appreciate the traditional, customer is king mantra and that quality of srvice is paramount, but with small operations, I cut them some slack - as rate on the quality of what they provide - 99.999% the quality is high, the srvice maybe slower, but if you take teh time factor out, is always excellent and often exceeds those that can respond in seconds...

Difficult to generalise really.

Whilst I generally agree with what Padma says about the interuption, I would also add that it depends on how you are treated - I try and avoid shopping in stores when in a hurry, so tend be quite relaxed - the attention and service can be worth waiting for if you let attendants deal with other things and get them out the way first - creates a better atmosphere in my experience. If someone picks up the phone when talking to me and says nothing, well the rudeness of that action is enough to see me walk away, but if someone says, 'excuse me sir/Frank, do you mind if I just get that' well its no sweat - if they want to deal with the issue on the phone, I would expect a further ' sorry about this, but its rather urgent, would you mind if I took this call, it wont be a couple of minutes' again no sweat - but as Padma points out, being ignored and then having the sales attendant chat for minutes again would see me walk away... all depends on teh relationship as well and service and quality.


Maybe we all need to just slow down a little and cut each other a bit of slack - Now its seems everyone is obsessed with speed and productivity - waiting a few days and was never a problem in the days before email....
Author:  WudWerkr [ Thu Jun 30, 2011 8:09 am ]
Post subject:  Re: Fair Notice to Suppliers:
Quote:
Padma, I think you may have misunderstood that I am also not referring to any retail businesses which serve customers who come in off the street.
These are are industrial suppliers who cater to our industry and other related industries and who do business exclusively by mail, phone or the internet.



I am agreement with both , Padma is in agreement actually in regards to face to face business , and he is right , common courtesy is called for .

My comments and I think mainly the ops were in regard to , industrial suppliers
I deal with them everyday and usally need a Flesh and blood person.

and as for padma's brew , heck i want some of that ! Eat Drink laughing6-hehe
Author:  Steve Davis [ Thu Jun 30, 2011 9:39 am ]
Post subject:  Re: Fair Notice to Suppliers:
Ill take a pint and a pill Eat Drink
Author:  LuthierSupplier [ Thu Jun 30, 2011 10:52 am ]
Post subject:  Re: Fair Notice to Suppliers:
David LaPlante wrote:
After a spate this past week of unanswered emails, faxes and non returned phone calls (not any of the folks listed at the top of the page I'm happy to point out) insofar as attempting to do business with various suppliers I'm pledging the following:

I WILL NO LONGER DO BUSINESS WITH YOU IF YOU REFUSE TO DO ANY OF THE FOLLOWING THINGS:
-ANSWER YOUR PHONE WHEN I CALL
-RETURN MY CALL IF YOU FAILED TO DO THE ABOVE AND FORCED ME TO LEAVE A MESSAGE
-RETURN OR AT LEAST ACKNOWLEDGE THE RECEIPT OF AN EMAIL
-KEEP YOUR "CART" WORKING ON YOUR WEBSITE

Anyone else wish to take the pledge??


David,
I'm totally with you on this. I have the same frustration with businesses. Unfortunately, I can't answer the phone all the time because I'm a one man shop. However, if a customer calls me and doesn't leave a message, I always call them back anyway and let them know I was sorry I missed their call, and if they need anything. Same for emails, I always try to email back in a few hours at the most, but sometimes I can't get to them in a day or so.

If I have a problem getting in touch with a business, or they don't respond to emails, I just go somewhere else. I'm like you, I don't have time to screw around either! Thanks for sharing!
Author:  Mark Fogleman [ Thu Jun 30, 2011 12:07 pm ]
Post subject:  Re: Fair Notice to Suppliers:
I keep remembering the old adage " Fast, Good, Cheap...Choose two. You can't have all three."
Author:  Mike OMelia [ Thu Jun 30, 2011 1:36 pm ]
Post subject:  Re: Fair Notice to Suppliers:
David, my apologies. I did misread that. Also, I was trying not to be aggresive. I just dislike how fast things can become personal around here. But I still think Padma's point was valid and appropriate.

Mike
Author:  bluescreek [ Thu Jun 30, 2011 4:40 pm ]
Post subject:  Re: Fair Notice to Suppliers:
If you are in a business , and one that supplies a customer , and you want to survive here are my rules
1 Customer is the King
2 when having a problem with a customer see rule #1
3 Answer the phone on the 3rd ring , or have a good message and call back
4 Check caller ID and call back if no message left
5 thou shalt not run out of stock
6 when out of stock see rule 5
7 BE NICE If you can't help send them to one that can
8 If in a bad mood let wife pick up phone
9 Help your customer
10 If I don't have it , tell them who does
Author:  David LaPlante [ Thu Jun 30, 2011 5:02 pm ]
Post subject:  Re: Fair Notice to Suppliers:
Hey John,
Aren't those up on your wall?

Attachment:
Ten-commandments.jpg


No wonder your Rep is so good!!

Best
Page 1 of 4 All times are UTC - 5 hours
Powered by phpBB® Forum Software © phpBB Group
http://www.phpbb.com/