Quote:
Originally Posted by NewGenWheels
You know, I think it’s about time I get some things off my chest for my friends here on Lateral-G. Things that have been on my mind for over a year now, things that I think that just need to be out in the open for everyone to think about and take into consideration, what with all the “vendor talk” this past two weeks...
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I’m going to make a quick post here. I’ve been trying to keep up with this thread so I may have missed something, so I ask for forgiveness if I’m rehashing anything. It's also kind of a general post so don't take anything personally, I just quoted you to address a couple of things you mentioned.
I’ve been in customer service for most of my life and I can understand the frustration involved. Even though customers are the life blood of a business, not all of them are beneficial to a company. I have experienced more than my share of ignorance, abuse, theft, and on and on. (My (favorite) first lesson was when I was a 14yr old paper boy.) Customers are people like anywhere else. I’ve learned over the years that most people that say that the customer is king simply don’t personally deal with a large volume over many years. It is emotionally and mentally draining sometimes and it is something most people either burn out on, or move on to another position. I will say that those that don’t personally do it, don’t preach to those that do. I’ve also helped a lot of people with no nonsense and money saving advice. That’s where I’ve been able to retain most of my customers (now friends) over the years, and it’s great when they come to me when they need help. It’s not an ego thing, it simply tells me that I’m doing good at my job. When you help someone in a meaningful way they will want to return the favor just the same if someone does the same for me. Sometimes I actually make it a point to go out of my way to return the favor.
I have some ideas and suggestions if it will help, if not, then no big deal. When I’ve held a position that had proprietary knowledge there was a lot of pressure from a lot of people that needed correct information and advice at the time of contact. It was so bad that it didn’t leave me time to perform the job I was hired to do. My response was to create a document that was appropriate for the people that needed the information. No frills, nothing fancy, just the info, how to use it -and I refined it over time to keep it up to date. The document was well received and had a lot of value for everyone involved, and if you can create something similar it will have value for you as well. In this situation, I would suggest that you either refer customers to a site like this for basic advice, or create a public forum and/or post emails (with permission) answering common and useful questions. Then when you get a customer on the line with a million questions you can refer them to where they can get the correct information at the time they need it. Then they can get back to you if they have any additional things to ask. Emails are great in that you can get back to someone when you have the time to provide a decent reply, and if it’s something common, you can get away with cut and pasting important things without forgetting something and then having to recontact or retract something. It also provides a way of looking back on conversations as well (specific parts/combos etc.). If you don’t already have a Bluetooth head set -get one. When I’m repairing something or they hear me typing/working or what have you, they can hear how busy I am. I’m also able to get two things done at the same time. It’s kind of like they’re next you while you keep doing what you need to get done. Another thing you can do while you're talking is finding out what their needs and wants are in order to help you come up with new things that they are looking for. IMO, it would be a waste not to take advantage of the opportunity.
Another thing that you might have to face is that many people just want cheap parts. That’s why most companies have separated their product into two lines. I personally hate it since when I buy a brand, I like to count on the quality being the same. Unfortunately, the market won’t support that and you may have to strongly consider a cheaper product line in order to compete. Doesn’t have to be crappy, it can still be quality, just no frills. When I was younger I used to buy my parts at a particular store because of the quality. One day they quoted me what I thought was a cheap price, but when I got the part home it wasn’t what I was used to. I went back and said that this wasn’t acceptable. The guy there replied that they couldn’t sell the better quality parts, however they still carry the high quality line, but I would have to specifically ask for it. The store still exists today and I still buy parts there.
Keep your product unique, help make sure your customers receive the info they need while still being able to manage your time, offer a cheaper yet less desirable alternative (because that is what the market is dictating to you), and keep looking for ways to maintain a competitive advantage that the bigger places can’t infiltrate.
-Sorry about the length I get to typing and end up with a novel sometimes. lol
Brian Hobaugh SCCA National Tour June 2014
First Hemi 'Cuda Convertible Ever Built
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