12 Pages of Posts!
As I read the discussion concerning one of the vendor/advertisers on this site I see this issue of delayed deliver and back-orders of products and/or services from the ultimate manufacture of the product or service to be a REAL problem with the WHOLE after-market Hot Rod industry. My thoughts have NOTHING to do with "when am I charged on my credit card issue". That was well discussed in the 12 page post. My thoughts are on a overall industry view as I see it.
Most all the product manufactures, resellers of parts and the shops that provide the labor are all small business people themselves and as such the product delivery problems tend to roll back to the ultimate manufacturer of a product or the shop/person responsible for the labor. In many cases the manufacturer, dealer, shop or reseller is the under-capitalized and/or over sold. In many cases it is the ultimate product manufacturer who starts the problem we all have experienced which is not getting our parts in a timely fashion and therefore projects cars sit all over the US with nothing happening to complete the project. I noted that it was stated some manufacturers operate their manufacturing business of parts manufacturing on a "just in time basis" based upon their order volume when in reality most operate with an "almost late" mentality concerning delivery schedules. The attitude seems to be that I will not build any inventory or stock raw materials until I have an order. When I get orders I will build my product on an "almost late" delivery schedule AND I expect a deposit or FULL payment for my product upfront when ordered. This effects ultimately effects the re-seller and/or the end customer who is required to provide that "upfront" money!!!!
Since you see virtually ALL these manufacturer's, builders and re-sellers at SEMA every year this issue of deposits required with orders, back-orders, shop jail and general performance of the product manufacturers seems to me to be a KEY DISCUSSION that needs to happen at a SEMA type of level for our industry. Having the very people who know & cause the industry problems discuss and adopt a set of industry standards/guidlines concerning how we as an industry agree to operate our business's will surely benefit everyone from the manufactures, to builders, to the resellers and ultimately KING CUSTOMER. Without KING CUSTOMER you have NO business!
As a small business owner/operator I want to be the BEST at 2 things in my industry. Those 2 things are profitably selling my product or service AND getting paid as agreed for for that product or service. If I do not do those 2 things well I have no business. I can be the BEST in the world at sales or manufacturing or shipping or customer service or procuring raw materials or inventory of product, or packaging or invoicing or tech support or all the things that occur between profitably SELLING my product or service (taking the order) and getting PAID for the product or service. All that stuff in the middle is a needed and necessary part of ANY business however if you do not profitably sell your product or service AND get paid for that product of service as agreed your business is doomed to fail. If these two things do not occur all you have done is turn your "Hot Rod" business into a Banking Business since you are floating your suppliers a loan to run their business on your money which in many cases is YOUR customer's money. That's what banks do and they call it a loan and they want to be paid INTEREST on their money for the privilege of extending you that "loan".
Deposits, full payment upfront and other schemes to get money out of King Customer UPFRONT BEFORE a product is manufactured or shipped or the first wrench it turned is KILLING our hobby and therefore the business end of this industry. Remember that "customer" can be anybody from the end user of the part who is putting on their car to a reseller to a shop that is contracted to do the work and on down the line. EVERYBODY wants their money BEFORE they have to PRODUCE anything! WHY???
I wonder if the "Pay Upfront Before You Get Your Stuff" business plan would work in the grocery industry? That might not be such a bad idea since it might help slim down all those fat men and women in Pigeon Forge during the Rod Run! You have to pay money NOW this week for the groceries I MAY give you in 3 weeks. Opps! Sorry! Your food was back-ordered. You were fat anyway so you can afford to graze off the fat for a week!
Bad customer service at all levels effects the entire business of Hot Rods and the interest of people in our hobby and YES it is a hobby for the vast majority of people who like cars. Bad customer service ALWAYS involves money in some form or fashion. Either the customer did not get the product or service they were supposed to get, did notget it when promised, all the items are late and back-ordered but already paid for, the item's are broken bad or do not work, the builder is not working on MY car or in a few cases maybe they just scammed you.
All of this boils down to one thing. MONEY! Once a vendor, manufacturer or builder has the customer's money it's time to complete the order or service that was originally contracted in the time-frame as agreed. Period end of discussion! Lead times, back orders, not completing labor on a timely basis as agreed and all the other issues that have been discussed MANY TIMES are killing the hobby. I can name 4 "big bucks" guys right now that I know that are done with building cars because of ALL the issues discussed. Add to that body shops, resto shops, hot rod shops etc that do not complete contracted work in a timely fashion as agreed and everything starts to crumble.
The Hot Rod Hobby Industry has a real public relations problem. All those automotive reality TV sure do not help instill in the viewers ANY confidence in the supposed "leaders" in the Hot Rod Industry! After-all these people must be the leaders in the industry since they are on TV. For most folks who participate in the hobby by building and enjoying their car the Hot Rod Industry is a HOBBY! For a select few it is a vocation and how they earn their living.
Those who are fortunate enough to have made this hobby their vocation better get their act together to service AND support the hand that feeds you! That hand that feeds you belongs to the car hobbyist who only has so much patience, money and interest in the hobby to put up with all the excuses and BS as to why something happened that was "not my fault". There are lot's of other hobbies that do not require the space, money and commitment that's needed to enjoy the car hobby and the Ole Lady must might make that decision for them!
__________________
Mike
Remember "Drive Fast, Turn Heads, Break Hearts"
Last edited by vintageracer; 05-16-2011 at 10:50 AM.
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Brian Hobaugh SCCA National Tour June 2014
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