Page 3 of 6 FirstFirst 12345 ... LastLast
Results 21 to 30 of 57

Thread: Amazingly poor customer service

  1. #21
    Join Date
    Sep 2008
    Location
    UK
    Posts
    9,920
    Quote Originally Posted by gadfly56 View Post
    At my last employer the president took the time at a monthly meeting to lay down some guidelines. If you needed an answer "right now!" use the phone, and leave a message if someone's not available. Likewise, phone calls/messages were to be returned on the same business day, even if it was just to say "I got your message and I'm working on it". E-mails were NOT to be used for urgent matters. They were for routine requests for information and non-critical follow-ups. He didn't want to hear people walking by, or worse coming up to him, saying "Did you get my e-mail?"
    I mostly agree with that. But e-mails (and FAX) put things in writing. A record that can be saved for later reference. A phone call is less formal.
    Si hoc legere scis nimium eruditionis habes.

  2. #22
    Join Date
    Oct 2007
    Location
    New Jersey
    Posts
    4,582
    Quote Originally Posted by Besoeker View Post
    I mostly agree with that. But e-mails (and FAX) put things in writing. A record that can be saved for later reference. A phone call is less formal.
    I should point out that we were largely a service company. Urgent requests were fairly ephemeral, dealt with and then gone, memorialized, if at all, on a service ticket. Now that I'm at an MEP firm, it's CYA all the way. If it's not written down, it didn't happen.

  3. #23
    Join Date
    Jul 2007
    Location
    Clark County, NV
    Posts
    182
    I recently dealt with the same thing in two very different industries. I needed an automatic gate operator. Not my usual job, but I've worked on a few before, so I wanted to buy one of the same type I had experience in maintaining, a DoorKing. I went to their websites and e-mailed four different companies that sell them directly. Only two responded. One of those didn't address my questions at all and just linked me back to the page that caused me to ask specific questions. Guess who got the $1400 order?

    And being right-handed, I was pretty ignorant of how the left-handed upper receivers fit onto standard AR15 rifles. So I started my research for a friend, and e-mailed four different sellers, directly from their websites where they advertise these left-handed parts. Same exact thing. Only two responded, and only one of those actually answered my question, and easily got my $600 order. And the email was sent from my licensed firearms training company letterhead.

    I'm still tempted to email back and let them know why, but since these were fairly one-off deals, I'm not really getting out of training them to compete for my business.

  4. #24
    Join Date
    Feb 2003
    Location
    Fl
    Posts
    16,627
    I don't know guys, I would send my list by email with a deadline to all my suppliers and the one that was on time with best price got the package, of course I did write large orders at times so I'm sure that played a part in the responses.

    Roger
    Moderator

  5. #25
    Join Date
    Jun 2016
    Location
    Tampa, FL, USA
    Posts
    934
    Quote Originally Posted by MAC702 View Post
    ...training them to compete for my business.
    I have a bad habit of doing this. Bad customer service annoys me so much I feel compelled to point out what people/companies are doing wrong. When restaurant managers make the rounds of tables and ask if everything was alright, I tell them exactly why it wasn't and usually refuse any compensation so they don't think I'm just making up a story. I'll write a letter to a company and explain why I bought at their competitor. I'm always surprised by how oblivious to the bad conditions they are. (I also tell them if things were good.)

  6. #26
    Join Date
    Dec 2006
    Location
    Eastern Oregon
    Posts
    3,391
    I've had good luck sending material lists over for quotes on an Excel spreadsheet via email.

    I don't think I've used the fax machine in 9 years.

  7. #27
    Join Date
    Feb 2003
    Location
    Fl
    Posts
    16,627
    Quote Originally Posted by Cow View Post
    I've had good luck sending material lists over for quotes on an Excel spreadsheet via email.

    I don't think I've used the fax machine in 9 years.


    Roger
    Moderator

  8. #28
    Join Date
    Jul 2005
    Posts
    756
    I retired five years ago, but we quit using fax in the mid 2000's

    Do you not have a sales rep assigned to your company? If so, he has an inside sales person assigned to him.

    I EMAIL fixture counts/schedules/specs, switchgear BOM/riser diagrams/specs, Misc bills of material, etc.....all cropped off of pdf plans and spec books, or typed and saved as pdf's ....EMAIL direct to the inside salesman.

    There is a bid date and deadline...if you don't care to respond, you get nothing if I win the bid....period

    NOBODY USES FAX ANYMORE !! They didn't respond because they never saw it....because your quote request is curled up on the floor behind the fax machine.

    Or they didn't respond because fax is a pain in the ass. Or they didn't respond because they don't take you seriously because you still use a FAX.....lol
    Last edited by cdslotz; 10-04-17 at 08:41 AM.

  9. #29
    Join Date
    Sep 2008
    Location
    UK
    Posts
    9,920
    Quote Originally Posted by gadfly56 View Post
    I should point out that we were largely a service company. Urgent requests were fairly ephemeral, dealt with and then gone, memorialized, if at all, on a service ticket. Now that I'm at an MEP firm, it's CYA all the way. If it's not written down, it didn't happen.
    We also did service and trouble shooting. Much of this was for industrial customers with 24/7 process lines. There was a written contract specifying response times for call outs and hourly rates to be charged. It worked well for us.
    Si hoc legere scis nimium eruditionis habes.

  10. #30
    Join Date
    Oct 2007
    Location
    New Jersey
    Posts
    4,582
    Quote Originally Posted by Besoeker View Post
    We also did service and trouble shooting. Much of this was for industrial customers with 24/7 process lines. There was a written contract specifying response times for call outs and hourly rates to be charged. It worked well for us.
    We had similar service contracts. All the exempt employees had a turn as the emergency service supervisor, responsible for fielding calls during off hours. Some times folks would call in with an urgent request to service their fire extinguishers. We didn't consider that an emergency; we'd open a service ticket for dispatch to process first thing in the morning. Water pouring out of an open sprinkler was another matter. We tried to have a tech on site within 2 hours of the initial call.

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •