Good day to all cuemakers and readers on this thread.
Before I post my question, I would never drop anyone's name or slander anyone. My ONLY purpose is to get some industry experts' inputs and thoughts on my recent situation so I can adjust (if I need to) my expectations on future interactions.
I am a repeat customer of one big name (I was very surprised too) cuemaker and I am now ready to get my next fix for a cue (I have gear acquisition syndrome). So I sent a few emails getting the quote and the usual advise which I really appreciate. We have not finalised anything for a final quote, I just expressed my desire to get the cue done, but not after I know how much a wrap upgrade will cost.
I have not heard for a couple of days, and I am in the working class too, so I know professionals get really busy and me not wanting to push anything, I waited for a couple of days. But as my new bills are coming, I don't want to suddenly turn away and tell the cuemaker whom I respect like my College professor that I will not proceed with the build and come across as a time-waster. So I followed up if he has had a chance to read my last email and if we can proceed with the build.
The reply I got was a very cold ("Yes... Now what?"). I really got deflated reading it... Felt disappointed and sad, not even angry or mad. I told him my sentiment... I felt like I had to apologise that I ask too many questions or that I am wasting his time. In understood his point, that I am not the only one emailing, calling, texting to asks questions, change mind or change design spec.and if he is busy with something and cannot note all of these things, things go wrong.
But this is what I don't understand, and I told him. We are investing our money in their business, and as customers, we do not see the materials or know the current market prices, hence the only thing we can do before a build is ask questions. This also protects us both that the final product will reflect the design and amount. Not sure why he's irate replying to me and not even answering my original question...
I am not a business owner, but I know that if you are getting flustered and getting swamped with things, either you get help or take a step back on multi-tasking. I am not dumb to expect him to answer my email while he's on the phone with someone. I am happy to wait, to give us both the best possible outcome.
How it ended, he provided me the quote for the wrap upgrade. The reply I was looking for. But I am not sure if I still want to do the cue with him. I still give him the benefit of the doubt that maybe he was just having a bad day. I might bring my business somewhere else for now. I'd value customer service over name every time. It was lacking in this very unfortunate exchange...
Before I post my question, I would never drop anyone's name or slander anyone. My ONLY purpose is to get some industry experts' inputs and thoughts on my recent situation so I can adjust (if I need to) my expectations on future interactions.
I am a repeat customer of one big name (I was very surprised too) cuemaker and I am now ready to get my next fix for a cue (I have gear acquisition syndrome). So I sent a few emails getting the quote and the usual advise which I really appreciate. We have not finalised anything for a final quote, I just expressed my desire to get the cue done, but not after I know how much a wrap upgrade will cost.
I have not heard for a couple of days, and I am in the working class too, so I know professionals get really busy and me not wanting to push anything, I waited for a couple of days. But as my new bills are coming, I don't want to suddenly turn away and tell the cuemaker whom I respect like my College professor that I will not proceed with the build and come across as a time-waster. So I followed up if he has had a chance to read my last email and if we can proceed with the build.
The reply I got was a very cold ("Yes... Now what?"). I really got deflated reading it... Felt disappointed and sad, not even angry or mad. I told him my sentiment... I felt like I had to apologise that I ask too many questions or that I am wasting his time. In understood his point, that I am not the only one emailing, calling, texting to asks questions, change mind or change design spec.and if he is busy with something and cannot note all of these things, things go wrong.
But this is what I don't understand, and I told him. We are investing our money in their business, and as customers, we do not see the materials or know the current market prices, hence the only thing we can do before a build is ask questions. This also protects us both that the final product will reflect the design and amount. Not sure why he's irate replying to me and not even answering my original question...
I am not a business owner, but I know that if you are getting flustered and getting swamped with things, either you get help or take a step back on multi-tasking. I am not dumb to expect him to answer my email while he's on the phone with someone. I am happy to wait, to give us both the best possible outcome.
How it ended, he provided me the quote for the wrap upgrade. The reply I was looking for. But I am not sure if I still want to do the cue with him. I still give him the benefit of the doubt that maybe he was just having a bad day. I might bring my business somewhere else for now. I'd value customer service over name every time. It was lacking in this very unfortunate exchange...
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