Customer Contact
- Thread starter JLCues
- Start date
JLCues said:
As a customer I can tell you what I do. I ordered my Richard Black and he told me it would be ready in 6 months, after 6 months I e-mailed him. He told me another 2 months, after 2 months I emailed him. He said to call him in 2 weeks, so I did. The cue still was in its final stages and he said I 'd have the cue in a week. A week later I had the cue.
So four times in 9 months. I don't believe in bugging the cuemaker. It takes away his time from working on cues to answer my e-mails or phone calls.
Just what I do.
Jim
I'm guilty of bugging the cuemakers I suppose. I like the get progress pictures to document the process and so I'll end up sending a few e-mails throughout the process. That being said, though, I've been trying to get better. I didn't send Jim White an e-mail asking for an update until six months have past and I've not e-mailed since...lol. He did send me a photo shortly after my e-mail though!
well, it would be nice to see a pro-active stance from the cuemakers. i realize how busy they must be and if they answered every phone call during the day not much work would get accomplished. but most everyone is hooked up on email now and maybe once a month the cuemaker could just spend one evening sending out progress reports to the customers. just something like "the cue is now being turned fo the last time and then it's on to the finish booth" or "i just glued up the points and they have to sit for a day". and the customers would really appreciate this and i don't think this would take up a lot of time to be done and should actually stop a lot of the phone calls that the cusmakers are trying to avoid. just a thought.
guy
guy
zeeder said:
Everyone who orders a special cue is excited and anxious to get their little paws on it. For most people it is not an everyday occurance and it's something they have pondered and saved for for some time. I understand this and feel for my customers in this respect.
This can be a bother though. When I price a cue I determine what the cost of materials and how much time in hours will be involved in it's construction. I include the time that was spent designing the cue, drawing programs for inlays, packaging and delivery and so forth. This is a business and must be conducted that way. So much money has to be generated each month to pay rent, utilities, phone, insurance, machinery up-keep, office supplies and so on and so on plus, hopefully, a little profit. Often I have people ask for pictures and up-dates on their cue as it progresses along. This is understandable but to set up a cue for pictures, download, touch up, crop, brighten and e-mail can easily take an hour and a half. If you have to do that six or eight times per cue then that adds up to a lot of time that could have been better used some place else.
I don't mind sending pictures or receiving status calls a couple of times during a cues completion but it really does some time become a pain when to many calls are received. When I build a cue I usually tell a customer about when the completion date will be. Unless I run into problems, my cues almost always are completed ahead of time. I usually let the customer know about a week in advance of the completion date.
Dick
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I contact the cuemaker about 2 months after the estimated delivery date. After that, as rarely as possible. I try my best to give them plenty of room and let them do their job. But some makers seem to take advantage of my patience.
Like 'zeeder', I too have been guilty of emailing a cuemaker for progress...although I did pretty good on the last one.
Lol!
However...I do not call a cuemaker, unless the cuemaker emails me to call and discuss some detail with him. It's one thing to be able and sit down and write several emails at a free moment...that time management the cuemaker CAN control...the phone ringing all day would drive me bonkers!
And yes, for those of us who do not order custom cues from the builder all the time, we are super excited and anxious to see our new babies ASAP.
Now I know that with the last custom I ordered, the cuemaker almost always read his emails first thing in the morning, before beginning work, or late late in the evening after finishing work in the shop. Sometimes it would take a couple of days to get a response...hey, they have a life beyond building cues...I never worried, I knew he would get back to me when he had an opportunity...and he did. But I certainly did not 'bombard' him with a barrage of emails and/or calls with a status report.
I think for cuemakers dealing with this type of thing, it's a matter of time management. For those who placed the order, it's a matter of patience...remember, generally, good things come to those that wait.
Lisa
Lol!However...I do not call a cuemaker, unless the cuemaker emails me to call and discuss some detail with him. It's one thing to be able and sit down and write several emails at a free moment...that time management the cuemaker CAN control...the phone ringing all day would drive me bonkers!
And yes, for those of us who do not order custom cues from the builder all the time, we are super excited and anxious to see our new babies ASAP.
Now I know that with the last custom I ordered, the cuemaker almost always read his emails first thing in the morning, before beginning work, or late late in the evening after finishing work in the shop. Sometimes it would take a couple of days to get a response...hey, they have a life beyond building cues...I never worried, I knew he would get back to me when he had an opportunity...and he did. But I certainly did not 'bombard' him with a barrage of emails and/or calls with a status report.
I think for cuemakers dealing with this type of thing, it's a matter of time management. For those who placed the order, it's a matter of patience...remember, generally, good things come to those that wait.
Lisa
JLCues said:
I had a guy from DC area call me about every 3 days changing the design or the woods or the weight or......... I kept telling him, that I would e-mail him, WHEN I WAS READY TO START THE CUE. Then we could finalize the details. I thought that would quiet him for awhile, but he just kept it up. After 5 months I e-mailed him that I was ready to start & we could now finalize any questions he had. The guy informs me that he has contacted another Qmaker & is having him make the same Q, we had talked about. Weeks latter I was talking to the other Qmaker & he was having the same problems with the DC guy. I don't think this guy would be satisfied no matter what...JER
I probably do it a little different than most... I tell the customer that is purchasing the cue about 2 months longer than my anticipated complete date to start with. If I get it done within my time, he/she is very happy. If it does not get done within my time, then I have some extra time, for those things that sometimes come up. For me, I like to contact the customer through email about ever 3-4 weeks, just to give them some details on where we are in the process. I ask them to email me, instead of calling on the phone. I also at this time will pass along pics of the cue in process. I believe that if you are always on the Offensive, you will never be on the defense. Keep in mind I only build about 10-15 cues a year. JimJLCues said:
Customer's Viewpoint
I would like to add some observations and suggestions from the customer's viewpoint. I am a "virgin" custom-cue buyer, this being my first experience with a custom order. And my cuemaker is a part-time builder trying to make the transition into full-time, high-end custom cues. So the thoughts and comments of the experienced AZers, while helpful and insightful, might not exactly fit this scenario.
Guilty - I flooded the cuemaker with various options, scenarios, configurations, variations, material and design choices, etc. There was very little specificity or direction for the cuemaker. In fact what started our to be a very simple "plain jane" ended up a very intricate and expensive custom beauty. My ignorance of the technical and artistic aspects of cuemaking led me down many dead-ends and I relied on the cuemaker to steer me from folly and disaster in both technical and artistic aspects of the cue. Also, due to my ignorance of the inherent limitations of working with these materials I did not appreciate the amount of time needed to complete the various elements of the cue. I imposed on the cuemaker the role of guide, teacher, co-designer and co-owner.
Guilty - The cuemaker needs to recognize and respond to the customer's level of knowledge to avoid any unreasonable expectations. If you tell the customer that a specific date "shouldn't be a problem", or "that's doable", or "I think that will work" or "I'll have something for you by then", the maker needs to understand that the customer, particularly the "virgin", interprets that to mean "Cool, awesome, super - I'll have my cue by .....". "Soon" means just that. If the maker encounters delays or problems he needs to let the customer know before the excitement becomes disappointment.
Most of the earlier replies have been fair and reasoned for both the customer and the cuemaker. Sure the customer can become a "PIA", maybe even to the point of becoming someone you turn away, but without him the maker is unemployed. After all, it is the happy customer that becomes a repeat customer and refers others, and this keeps the maker in business. And in the case of upcoming cuemaker, it is particularly important to establish credibility and reliability, not only in his product but also in his reputation as a professional. The cuemaker really control the tone of the relationship.
The key is open and honest communication. If the customer is getting out of hand, the cuemaker needs to nudge him into line and set reasonable expectations and completion dates. The cuemaker needs to recognize any expectations or commitments, real or perceived, and, when the inevitable delay comes up, proactively update the client and establish new boundaries. This will create a flexible, healthy and profitable experience for both.
That's my 2 cents worth (Well, maybe more like $ 20).
P.S. I still support my cuemaker totally and have high regard for him. I am also dying to get my cue "soon". The pics of the work in process are very exciting and the work appears to be "over the top". I will post pics of the finished cue. He has given me a more definite completion date and I have promised I will leave him alone until then.
I would like to add some observations and suggestions from the customer's viewpoint. I am a "virgin" custom-cue buyer, this being my first experience with a custom order. And my cuemaker is a part-time builder trying to make the transition into full-time, high-end custom cues. So the thoughts and comments of the experienced AZers, while helpful and insightful, might not exactly fit this scenario.
Guilty - I flooded the cuemaker with various options, scenarios, configurations, variations, material and design choices, etc. There was very little specificity or direction for the cuemaker. In fact what started our to be a very simple "plain jane" ended up a very intricate and expensive custom beauty. My ignorance of the technical and artistic aspects of cuemaking led me down many dead-ends and I relied on the cuemaker to steer me from folly and disaster in both technical and artistic aspects of the cue. Also, due to my ignorance of the inherent limitations of working with these materials I did not appreciate the amount of time needed to complete the various elements of the cue. I imposed on the cuemaker the role of guide, teacher, co-designer and co-owner.
Guilty - The cuemaker needs to recognize and respond to the customer's level of knowledge to avoid any unreasonable expectations. If you tell the customer that a specific date "shouldn't be a problem", or "that's doable", or "I think that will work" or "I'll have something for you by then", the maker needs to understand that the customer, particularly the "virgin", interprets that to mean "Cool, awesome, super - I'll have my cue by .....". "Soon" means just that. If the maker encounters delays or problems he needs to let the customer know before the excitement becomes disappointment.
Most of the earlier replies have been fair and reasoned for both the customer and the cuemaker. Sure the customer can become a "PIA", maybe even to the point of becoming someone you turn away, but without him the maker is unemployed. After all, it is the happy customer that becomes a repeat customer and refers others, and this keeps the maker in business. And in the case of upcoming cuemaker, it is particularly important to establish credibility and reliability, not only in his product but also in his reputation as a professional. The cuemaker really control the tone of the relationship.
The key is open and honest communication. If the customer is getting out of hand, the cuemaker needs to nudge him into line and set reasonable expectations and completion dates. The cuemaker needs to recognize any expectations or commitments, real or perceived, and, when the inevitable delay comes up, proactively update the client and establish new boundaries. This will create a flexible, healthy and profitable experience for both.
That's my 2 cents worth (Well, maybe more like $ 20).
P.S. I still support my cuemaker totally and have high regard for him. I am also dying to get my cue "soon". The pics of the work in process are very exciting and the work appears to be "over the top". I will post pics of the finished cue. He has given me a more definite completion date and I have promised I will leave him alone until then.
DukeofDBQ said:
I just finished a Q for a pain in the ass customer. He changed his mind about the wood & design several times, before I even started. He showed up at the shop, called me at night & was a real pain. I e-mailed him, that I had started his Q & gave him a finish date of 8 weeks. That's when the phone calls started. Finally, I told him that if all of my customers called, as much as he, I would not be able to finish ANY of my Qs on time. This last 2 weeks, he didn't call once. NOW I KNOW WHY. HE DOESN"T HAVE THE MONEY. I told him I would hold the Q for 2 weeks...then it's sold. I already have a buyer...JER
Money is certainly a major consideration. In my case the builder did not require or ask for any "up-front" money. During one of our discussions he mentioned one of his machines was giving him trouble and he was in a little bind moneywise to fix it. I sent him $ 700 toward the cost of the cue without his asking for it and with no concern at all that the money was at risk. I trust him completely and didn't want money, or the lack thereof, to (1) cause a delay or (2) leave him with the concern or question that I might not be a trustworthy customer. Guilty of being an excited and overinvolved customer but it sounds like your customer also lacked integrity and honesty.
DukeofDBQ said:
Generally if the Q is something that I am sure I can sell, I don't ask for a down payment. If the Q is VERY UNUSUAL, then I ask for 1/2 down, when I start the Q & the remainder before delivery. I made 2 GREEN Qs for a customer once. One a plain jane stained green, with a black wrap. The other Birdseye Maple with Birdseye points, stained green. It was his design, but when they were finished, he didn't like them. It took me 6 months to find a buyer & then I still had to reduce the price. How do others work with a deposit for a Q, that the customer doesn't want?...JER
How is my cue coming along?
I spend a great deal of time working with my client to design just the cue he has in mind and I try to answer all of their questions at that time. Most customers find this to be a fun experience and I also enjoy workig with my clients. Some customers are more fun to work with than others so I try to be patient and provide solid reasons for the recommendations that I make.
In the past 10 years I have had two customers that bothered me so much that I just had to ask them to take their work somewhere else. It was not that I lost patience - it was that I had spent hours upon hours answering their e-mails and phone call that I just did not have any more time to devote to them without effecting my schedule. The unfortunate thing about these two customers is that they were very nice people and I hated to lose them.
I know of some cuemakers that charge a $250.00 design fee just to speak with them. I am not sure that would solve the problem but it sounds nice sometimes. I have had customers cancel their orders for many reasons and I have found that if I am nice to them later on they will order again. You cannot please all the people all the time
, but I sure do try.
I think it would be best to keep the customer informed as to the progress of their cue but I know that often times that invites more questions. You can't win for losing.
We need all of our customers to be excited about the cuemaking process and excited and well pleased with their new cues. That is my goal!
Good Cuemaking,
JLCues said:
I spend a great deal of time working with my client to design just the cue he has in mind and I try to answer all of their questions at that time. Most customers find this to be a fun experience and I also enjoy workig with my clients. Some customers are more fun to work with than others so I try to be patient and provide solid reasons for the recommendations that I make.
In the past 10 years I have had two customers that bothered me so much that I just had to ask them to take their work somewhere else. It was not that I lost patience - it was that I had spent hours upon hours answering their e-mails and phone call that I just did not have any more time to devote to them without effecting my schedule. The unfortunate thing about these two customers is that they were very nice people and I hated to lose them.
I know of some cuemakers that charge a $250.00 design fee just to speak with them. I am not sure that would solve the problem but it sounds nice sometimes. I have had customers cancel their orders for many reasons and I have found that if I am nice to them later on they will order again. You cannot please all the people all the time
, but I sure do try.I think it would be best to keep the customer informed as to the progress of their cue but I know that often times that invites more questions. You can't win for losing
.We need all of our customers to be excited about the cuemaking process and excited and well pleased with their new cues. That is my goal!
Good Cuemaking,
I am like zeeder, I prefer to use email as a means of contact with the cuemaker. That way he has the option of reading it when he has time to sit down and deal with customer emails.
I tend to be more communicative in the beginning...because I have a few questions generally about design elements, and then the relative additional cost that may be involved...trying to stay within my budget. Once it's all been hashed out, I am usually good to go, and just hope for periodic updates from the cuemaker...progress pics are always welcomed and most greatly appreciated.
I do have to admit though, as a customer waiting, it is very hard to not get caught up in the excitement of a cue's anticipated completion...particularly if it is from a cuemaker with a long waiting list, or extended build times.
Lisa
I tend to be more communicative in the beginning...because I have a few questions generally about design elements, and then the relative additional cost that may be involved...trying to stay within my budget. Once it's all been hashed out, I am usually good to go, and just hope for periodic updates from the cuemaker...progress pics are always welcomed and most greatly appreciated.
I do have to admit though, as a customer waiting, it is very hard to not get caught up in the excitement of a cue's anticipated completion...particularly if it is from a cuemaker with a long waiting list, or extended build times.
Lisa
Its a very interesting business - cuemaking. I have a customer from Washington DC, he stopped by today - hadn't been able to reach me by phone (busy this morning) so it was a surprise, we talked pool and played a few hours in my pool room --- which is in western Montana. If you have a customer who lives a couple thousand miles away, you take the day --- and of course it gives you an excuse to play pool --- you know "all work and no play makes ---"