An Emergency On Your Part...

Joe Barringer

Joe Barringer

AzB Silver Member
Silver Member
An emergency on your part, does not constitute an emergency on our part. There are different variations of this but you get the idea.

This is an old cliché but why do so many put their problems onto the supplier?

We get hundreds of orders and there are always one or two who need it yesterday for a customer’s cue that is sitting on their bench. Now that problem of theirs, becomes a problem of ours. I’m sorry, it’s not our problem.

It's Wednesday and you need it for Friday and we're working on Monday's orders. STOP the action! We'll drop what we're doing, put you in front of everyone else (because you think you're special) and pay for your overnight shipping (yes, they blame us for shipping being so excessive) and guarantee that the United States Government a/k/a USPS will deliver it on time. Good luck!

If you don’t have a freaking Moori (or comparable) in stock, don’t take the job on or explain to the customer that you’re a nickel and dime kinda guy who doesn’t want to tie up his $10 in a tip and wait for a sucker (their belief), errr, I mean customer who wants one installed.

When I lived in New York, I learned from the best businessmen. Three things I live my business life by are as follows:
1) No one ever went broke taking a profit
2) A fast nickel is better than a slow dime
3) You can’t sell from an empty cart

I hope this sends a message to those who feel that an emergency on their part constitutes an emergency on our part. You can’t sell from an empty cart – stock the crap or get out of business as you don’t belong in business. Or... save enough money until you can afford to be in business. It takes money to make money and if you don't have any money, you're not going to make any money. Pretty simple philosophy.

If you want to be a cue mechanic, part of the business includes having the correct equipment and an inventory of items you plan on servicing. If you intend to do tips and ferrules, we strongly suggest that you inventory tips and ferrules. It’s not that complicated. If you don’t have the funds to stock the necessary parts, tell your customer that you have to first order it because you can’t afford to inventory every tip that is out there and his shaft will be held up X number of days because of that. Don’t put it on us. Be up front with the customer. You'd be shocked how understanding people are when you tell them the truth (revelation).

Now I feel better. You know, we take some things for granted like common sense which is so uncommon these days. You need inventory if you plan on selling stuff. And, you have to replace inventory so that you maintain your inventory for future use. It’s really a very simple business.
 
I completely understand where you are coming from. But some customers do not. You have a reputation of "having no time for idots". I think that was your wording. :)

When I have a customer ask me about you I tell them we get along fine. Then when asked about the personality differences, I just tell them Joe is from old school Brooklyn and I tell them that I spent some time in New York City in the 80's and tell them about a conversation I heard while standing in line for Pizza somewhere around Brooklyn. It went somethng like this:

Customer: Is that pizza fresh?
Owner: Why do you ask me if my pizza is fresh?
Customer: Because I want fresh pizza.
Owner: Do you think I would sell old pizza?
Customer: I don't know, I just want fresh pizza.
Owner: I didn't stay in business all these years selling old pizza.
Customer: When did you make the pizza?
Owner: This morning. Do you want a slice or not?
Customer: Yes. Can you heat it up!
Owner: Yes I will heat it up, do you think I am going to serve cold pizza?

They were raising their voices a little and did not even seem mad about the conversation. I found this type of thing to be the norm at many businesses while there. Back then people just talked to each other that way when doing transactions all over New york City.

I usually finish by reminding them again you are from Brooklyn and tell them to remember that when they ask you questions. :)
 
cueman said:
I completely understand where you are coming from. But some customers do not. You have a reputation of "having no time for idots". I think that was your wording. :)

When I have a customer ask me about you I tell them we get along fine. Then when asked about the personality differences, I just tell them Joe is from old school Brooklyn and I tell them that I spent some time in New York City in the 80's and tell them about a conversation I heard while standing in line for Pizza somewhere around Brooklyn. It went somethng like this:

Customer: Is that pizza fresh?
Owner: Why do you ask me if my pizza is fresh?
Customer: Because I want fresh pizza.
Owner: Do you think I would sell old pizza?
Customer: I don't know, I just want fresh pizza.
Owner: I didn't stay in business all these years selling old pizza.
Customer: When did you make the pizza?
Owner: This morning. Do you want a slice or not?
Customer: Yes. Can you heat it up!
Owner: Yes I will heat it up, do you think I am going to serve cold pizza?

They were raising their voices a little and did not even seem mad about the conversation. I found this type of thing to be the norm at many businesses while there. Back then people just talked to each other that way when doing transactions all over New york City.

I usually finish by reminding them again you are from Brooklyn and tell them to remember that when they ask you questions. :)
Click to expand...

If he had to heat it up........... it wasn't fresh pizza................ LOL


Kim
 
I get along with Joe just fine. Growing up in Miami, which is very diverse culturally, I was around many New Yorkers. ..including Dad. Common sense is very uncommon which is what makes my brain itch ! Both Joe and Chris are very accommodating but there is a limit.
 
Joe Barringer said:
When I lived in New York, I learned from the best businessmen. Three things I live my business life by are as follows:

3) You can’t sell from an empty cart
Click to expand...

Of course you can Joe, just get deposits for the things you dont have or can not supply.


Willee
 
These type of repair people feel they do have an inventory....they just store it at your warehouse...lol :grin:
I always tell people what I have on hand for tips etc. and if they want something different, it'll have to be ordered. Most are very understanding.
Dave
 
How easy do you make it for your customers to maintain an inventory? I think the reality of it is that most people are disorganized and busy. The last thing people want to do is place daily petty cash orders. When you get your order entry system to be their inventory control system, then you have a solution that serves you both.

-- Bob
 
I am glad that I try to be fairly well stocked and don't have any Emergencies.

Cause it takes approx a month to get anything International. By Tracking Numbers, USPS usually expedites items to the border fairly quickly.

That is when it gets lost in Customs for any length of time. Once it gets into Canada Posts hands, a few extra days.

Joe, you will have to start asking customers if they called Cue Components or 911.

Offer to give them the number to 911.
 
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I make a point to always order tips, ferrules, and ferrule material as filler on the back side of my order(s) when I need something else.

Everyone needs to develop a mental flag that triggers when to restock. Including cigars and beer.
 
Jk

Shooter08 said:
Joe can you ship some stuff overnight to me today to be delivered tomorrow?
Click to expand...

I'm just kidding obviously. I know exactly what you mean, in my full time job every thing is a emergency for every customer. They just don't understand not everyone can cut to the front of the line. I don't mean to be a jerk, but if you are one of my best customers you may get some preferential treatment over someone who only buys based purely on price and has no allegiance to my value added service.
 
Shooter08 said:
Joe can you ship some stuff overnight to me today to be delivered tomorrow?
Click to expand...

I have people sometimes tell me they absolutely have to have the item the next day. Once they find out that Express with the post office does not mean overnight in many cases and I let them know what UPS Next Day Air will cost them, it is rare that they decide it was that important after all. But on occasion I do ship UPS Next Day Air when it really was that important.
 
If you check your inventory and know what you have and how much, you won't have emergencies. If a customer comes to you wanting a tip or ferrule etc that you donot carry normally, and they need it yesterday, use the title of this thread. If you're in a panic it doesn't mean I'm going to be, I tell them I can order it and when it arrives I can start doing whatever they needed.
 
cueman said:
I completely understand where you are coming from. But some customers do not. You have a reputation of "having no time for idots". I think that was your wording. :)

When I have a customer ask me about you I tell them we get along fine. Then when asked about the personality differences, I just tell them Joe is from old school Brooklyn and I tell them that I spent some time in New York City in the 80's and tell them about a conversation I heard while standing in line for Pizza somewhere around Brooklyn. It went somethng like this:

Customer: Is that pizza fresh?
Owner: Why do you ask me if my pizza is fresh?
Customer: Because I want fresh pizza.
Owner: Do you think I would sell old pizza?
Customer: I don't know, I just want fresh pizza.
Owner: I didn't stay in business all these years selling old pizza.
Customer: When did you make the pizza?
Owner: This morning. Do you want a slice or not?
Customer: Yes. Can you heat it up!
Owner: Yes I will heat it up, do you think I am going to serve cold pizza?

They were raising their voices a little and did not even seem mad about the conversation. I found this type of thing to be the norm at many businesses while there. Back then people just talked to each other that way when doing transactions all over New york City.

I usually finish by reminding them again you are from Brooklyn and tell them to remember that when they ask you questions. :)
Click to expand...


I like that reputation because I don't have time for idiots.

An idiot is someone who:
1) lives in the past and posts things from 15 years ago because they don't have a life
2) asks for free anything
3) wants priority because he's special and forgot to order something and needs it fast
4) asks you (Chris) a question and then asks me the very same question and expects a different answer.
5) wants a discount over and above what everyone else gets because he thinks a $100 order is large.
6) forgets something on his order and then calls 3 separate times to add 3 separate items because I was nice enough to add the first item
7) orders something on a Friday night and wants to know why he doesn't have it Monday afternoon when he ordered it 3 days ago. (I kid you not!)
8) buys something on ebay and leaves negative feedback before writing the seller as USPS delivered it to his mailbox where he didn't look!
9) makes his emergency our emergency
10) because you sell it for a buck three eighty five, we should sell it for the same so that he doesn't have to pay shipping twice.
11) wants to know why there are flat surfaces on a 1” dowel and wants a refund because they are not that way in the picture until we ask him if he’s going to cut them. DUH!
12) and the above are just off the top of my head.

Now, if someone genuinely needs assistance, I'll go out of my way to help them out.

I just expect people to exercise good common sense. The problem is, I expect too much of people today. It's sad but I have to remember that kids today go to college to get a high school education. Just look at the ‘man on the street’ segments where they ask kids when did the Civil War take place. The answers are sad. And, these same kids are now 25 to 35 and complete morons, lacking in common sense and believe the world owes them a living as they are something special (they have to be; their parents told them so). That's a generalization of the age group but for the most part describes the entire generation.

I do not have a problem with those 50 and up as we all speak the same language. Those under 45 or so it's difficult. The 20-35 year olds are clueless. It's all about them. Example: they call and I ask them if I can put them on hold (I’m on the other line). 10 seconds later they hang up and call back; I put them on hold again. They can’t understand why I’m not taking care of them immediately and expect me to. They think there is nothing wrong with what they are doing (calling back multiple times).

I just remember when I was growing up. If you asked a dumb question, you got a smack in the head. Some people need a good smack in the head. I'm really a nice guy but I just don't do stupid real well.

And, of course the pizza is fresh; it's New York!
 
I received a call one Sunday morning on my cell phone. It was about 8:00am and I was up and watching the TV.

The caller, a ladie, jumped right in with "is this ob cues?".

I replied that "no, it was not OB cues. I work at OB Cues, but we are closed today. This is my cell phone." I followed that with " How did you get this number? It's not the shop number it's my personal cell phone and I'm at home because it's Sunday. We will be open in the morning at 8:30".

She said that I needed to come down there and open the shop for her because she needed some work done on her shaft.

I told her that we weren't open, and that it would have to wait until tomorrow. I also asked again, "where did you get my personal cell phone number"?

She replied with " I got the number off your door. I'm standing here right now, and you need to come down here and work on my shaft".

I replied with "my cell number isn't on our door, there are no phone numbers on our door."

She said " I"m looking at it right now. It says on this little sign in the corner that the emergency number is xxx.xxx.xxxx".

I said "Do you mean the In Case of Fire or Police Emergency please call this number sign"?

She said "Yes"!

I said "That sign is for Fire or Police emergencies!"

Her reply was "Well, this is an emergency to me"!


I politely told her that we would not be open until tomorrow morning, and I would be happy to help her then. I also asked her not to call my cell number anymore.




Royce
 
I am in the floor covering business.
We have the same problems.
Generally we ask "Is someone going to die? No?
then it's not an emergency.
Me-your material is back ordered for 2 weeks
Customer-thats unacceptable ,what are you going to do for me?
Me-you can reselect or wait the two weeks.
 
RBC said:
I received a call one Sunday morning on my cell phone. It was about 8:00am and I was up and watching the TV.

The caller, a ladie, jumped right in with "is this ob cues?".

I replied that "no, it was not OB cues. I work at OB Cues, but we are closed today. This is my cell phone." I followed that with " How did you get this number? It's not the shop number it's my personal cell phone and I'm at home because it's Sunday. We will be open in the morning at 8:30".

She said that I needed to come down there and open the shop for her because she needed some work done on her shaft.

I told her that we weren't open, and that it would have to wait until tomorrow. I also asked again, "where did you get my personal cell phone number"?

She replied with " I got the number off your door. I'm standing here right now, and you need to come down here and work on my shaft".

I replied with "my cell number isn't on our door, there are no phone numbers on our door."

She said " I"m looking at it right now. It says on this little sign in the corner that the emergency number is xxx.xxx.xxxx".

I said "Do you mean the In Case of Fire or Police Emergency please call this number sign"?

She said "Yes"!

I said "That sign is for Fire or Police emergencies!"

Her reply was "Well, this is an emergency to me"!

I politely told her that we would not be open until tomorrow morning, and I would be happy to help her then. I also asked her not to call my cell number anymore.

Royce
Click to expand...


Royce,

Here's how I would have handled it...

Polite was not the right way to handle that. If she was so arrogant as you stated and insisted that you come down to fix her shaft, I would have replied with: I'll be right there but because it's Sunday and we're closed you'll have to clean and polish my shaft while you're waiting. I would have listened carefully as she would have gotten the message and hung up. And if she didn't get it, I would have hung up because this is one dumb broard (do we still use that word today?).

While you did handle it well, I would have handled it my way because I don't want anyone that ignorant as a customer which will in all probability be someone's worst nightmare. You'll be married to her if you fix her shaft. Anything goes wrong with it, she'll be back on a Sunday morning again or worse yet at 3am because it will be an "emergency". LOL
 
Joe Barringer said:
Royce,

Here's how I would have handled it...

Polite was not the right way to handle that. If she was so arrogant as you stated and insisted that you come down to fix her shaft, I would have replied with: I'll be right there but because it's Sunday and we're closed you'll have to clean and polish my shaft while you're waiting. I would have listened carefully as she would have gotten the message and hung up. And if she didn't get it, I would have hung up because this is one dumb broard (do we still use that word today?).

While you did handle it well, I would have handled it my way because I don't want anyone that ignorant as a customer which will in all probability be someone's worst nightmare. You'll be married to her if you fix her shaft. Anything goes wrong with it, she'll be back on a Sunday morning again or worse yet at 3am because it will be an "emergency". LOL
Click to expand...

Joe
I still use broad lol. If someone calls me on a Sunday for an "emergency" they would not be met with a jovial response after the first 10 seconds. Better yet, I've been called and texted at 2am ish asking " how there cue is doing" to which the language used cannot be repeated in public....usually. It is amazing how little consideration people have.
 
RBC said:
I received a call one Sunday morning on my cell phone. It was about 8:00am and I was up and watching the TV.

The caller, a ladie, jumped right in with "is this ob cues?".

I replied that "no, it was not OB cues. I work at OB Cues, but we are closed today. This is my cell phone." I followed that with " How did you get this number? It's not the shop number it's my personal cell phone and I'm at home because it's Sunday. We will be open in the morning at 8:30".

She said that I needed to come down there and open the shop for her because she needed some work done on her shaft.

I told her that we weren't open, and that it would have to wait until tomorrow. I also asked again, "where did you get my personal cell phone number"?

She replied with " I got the number off your door. I'm standing here right now, and you need to come down here and work on my shaft".

I replied with "my cell number isn't on our door, there are no phone numbers on our door."

She said " I"m looking at it right now. It says on this little sign in the corner that the emergency number is xxx.xxx.xxxx".

I said "Do you mean the In Case of Fire or Police Emergency please call this number sign"?

She said "Yes"!

I said "That sign is for Fire or Police emergencies!"

Her reply was "Well, this is an emergency to me"!


I politely told her that we would not be open until tomorrow morning, and I would be happy to help her then. I also asked her not to call my cell number anymore.




Royce
Click to expand...


She could have been naked................... but you will never know LOL


Kim
 
I used to answer the phone all kinds of hours and weekends. But now I don't. I am closed on weekends and can't ship anything on Saturday or Sunday, so even if they think it is an emergency I won't be able to ship them a part until Monday anyway. I quit one business because I no longer enjoyed it in my early 30's. Once I saw this cues and cue lathe business trying to take over almost every moment of everyday of my life, I decided I would no longer answer the phone on the weekends while I still enjoyed this business. And years later I still enjoy this business.
 
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