Dealing with unhappy customers
- Thread starter Lazerrus
- Start date
Many good points has been made here but I thought I would chip in ;
When ever I do something, I do it following my own moral and standard.
After all, the lack of the mentioned was the thing which got me started....
However, every one of us have their own in this respect and my advice is
that as long as you have done your best, stick with it!
If you some how know that there is something "in there" which you are not
100% sure of, don't never ever sell it because it would haunt you for ever.
So if you plan to make your own cues, remember all those production cues
you have sold and got "comments" on the cue (repair,wrap,stain,tip and the like) where you potentially said "this is bad"...
Then make something better, and I'm sure you're returns/unhappy customers
would be counted on one hand..
For those carrying a loop in their pocket, decide if this is your marked or not.
For some, there is nothing like a perfect cue ..............
K
When ever I do something, I do it following my own moral and standard.
After all, the lack of the mentioned was the thing which got me started....
However, every one of us have their own in this respect and my advice is
that as long as you have done your best, stick with it!
If you some how know that there is something "in there" which you are not
100% sure of, don't never ever sell it because it would haunt you for ever.
So if you plan to make your own cues, remember all those production cues
you have sold and got "comments" on the cue (repair,wrap,stain,tip and the like) where you potentially said "this is bad"...
Then make something better, and I'm sure you're returns/unhappy customers
would be counted on one hand..
For those carrying a loop in their pocket, decide if this is your marked or not.
For some, there is nothing like a perfect cue ..............
K
On a side note ;
I have met customer arguing about a $40 repair, because they are "so good",
that they "normally don't pay for anything" - where anything is tip repairs, ferrule or something like "just" a new shaft ...
Then you do your work for pennies, just to see them gamble about $1000 :shocked2:
Don't "get used" w.r.t your work is another thing you should save your self from - from the start - frankly speaking...
K
I have met customer arguing about a $40 repair, because they are "so good",
that they "normally don't pay for anything" - where anything is tip repairs, ferrule or something like "just" a new shaft ...
Then you do your work for pennies, just to see them gamble about $1000 :shocked2:
Don't "get used" w.r.t your work is another thing you should save your self from - from the start - frankly speaking...
K
Believe me KJ, I'm learning fast. Just the way I was brought up, to give a hand when needed. My wife even gets pissed at me for that kinda stuff.
Thanks to all of you guys for chiming in. I don't think a lot of the customer base realizes what a cue builder goes through on this side of the business. Let alone trying to complete ordered works of art to make someone's vision come to life. Not every time will it be successful. I would love to hear about what to do in a stale mated argument. The customer says this, and you say that. DO you risk your rep by standing your ground or do get bullied just because they are a customer?
customers
There is a very old business adage "The Customer is ALWAYS right."
Remember a dissatisfied customer is a loud customer. A happy customer rarely is loud. You can have a 1000 happy customers (attaboys) and have their affect on the pool crowd shot away by one loud mouthed dissatisfied customer (aw$hit). Treat them all fairly, but do what you can to shut the mouth of the dissatisfied one (give a refund and never work for them again).
Tom Gedris, Triple Cross Cues
There is a very old business adage "The Customer is ALWAYS right."
Remember a dissatisfied customer is a loud customer. A happy customer rarely is loud. You can have a 1000 happy customers (attaboys) and have their affect on the pool crowd shot away by one loud mouthed dissatisfied customer (aw$hit). Treat them all fairly, but do what you can to shut the mouth of the dissatisfied one (give a refund and never work for them again).
Tom Gedris, Triple Cross Cues
I can understand from a repair/builder point of view that deadline are hard to meet especially if this is not a full time gig. I have promised client before that I would have something done for them and find it really hard to follow through with the ETA that I've provided them...probably the only reason why I never want to take a deposit/payment up front for anything until I finish the work. Worse case I figure is that if they're not happy with the cue or wait, I will sell it to someone else. I find repair work has been a lot more profitable than building cues. Waste lots of time and effort for too little money...lucky for me it's only a hobby. Repair are much faster, higher margin and more lucrative.
This must be common issue for all cue builders...as I have been waiting for works from several builders and funny enough..all of them are late. I have been waiting for shafts work for over 1 years now (6 months was my quote) and been waiting for another batch of cues for almost 2 years (paid for and still waiting). These guys that I deal with are really nice and professional but there must be something about cue building that causes this issue...maybe we're all not making enough money and maybe it just about the cues..LOL!!
If anything, if you want to make money....running a business for building cues like Dale Perry might be the way to go. The man is coming out with hundreds of cues every years and sell all mostly online (His cue for the money plays really good especially if you get lucky with a good shaft). The math for custom mass production make a lot of senses...sell 1000 cues for 300...make 150K plus a year.
This must be common issue for all cue builders...as I have been waiting for works from several builders and funny enough..all of them are late. I have been waiting for shafts work for over 1 years now (6 months was my quote) and been waiting for another batch of cues for almost 2 years (paid for and still waiting). These guys that I deal with are really nice and professional but there must be something about cue building that causes this issue...maybe we're all not making enough money and maybe it just about the cues..LOL!!
If anything, if you want to make money....running a business for building cues like Dale Perry might be the way to go. The man is coming out with hundreds of cues every years and sell all mostly online (His cue for the money plays really good especially if you get lucky with a good shaft). The math for custom mass production make a lot of senses...sell 1000 cues for 300...make 150K plus a year.
stay in your comfort zone
in the last year i have tried too hard to please a couple customers and it came back and bit me on the ass.
build a cue that you like, that plays the way you want, with looks that please you. if you are happy with your product, your customers can tell you are confident, and that makes them confident.
i have a " after a few racks, if you decide the cue is not for you, just return for a full and prompt refund " policy. it seems to make the customer more comfortable, and in the 300 plus cues i have made had very few returned.
BUT there is always that one person..........
good luck in your endeavors
chuck
in the last year i have tried too hard to please a couple customers and it came back and bit me on the ass.
build a cue that you like, that plays the way you want, with looks that please you. if you are happy with your product, your customers can tell you are confident, and that makes them confident.
i have a " after a few racks, if you decide the cue is not for you, just return for a full and prompt refund " policy. it seems to make the customer more comfortable, and in the 300 plus cues i have made had very few returned.
BUT there is always that one person..........
good luck in your endeavors
chuck
Really good advice here, glad I tuned in. Thanks for the wisdom guys!
> I'm very fortunate (or just talented LOL) that I've never had a single complaint about my work,not ONE.
The only thing I've ever heard resembling a complaint is the occasional comment about a tip being harder or softer than they expected,in which case I offer to change it,but only after suggesting this.
If the tip is too soft (only customers that request Elk Masters have these) I tell them to tap it 100 times on a concrete floor then try it. Problem solved.
If the tip is too hard,(complaints they can't draw with it) I tell them to scuff it or do it for them. Problem solved.
Only a couple have asked for a change after this,all were satisfied.
I remember having a tight-ass send me a Meucci for a ferrule replacement thru my dad. I replaced the stock ferrule and got the shaft as clean as new,took it back to him and asked for my 20 bucks.
The guy wants to know what I did to it that made it cost "so much",so I told him that the ferrule was cracked in 4 places,and had to be changed. He says he didn't want it totally changed,just "cut down short" and that he didn't expect to pay more than a few bucks.
I told him that I don't do hack work,and that refusing to pay me would result in the shaft being sold for labor and materials,even a Meucci shaft is worth 20 bucks. Needless to say,he came up off the hip,and later on said it played better than new.
He's as close to unhappy as I've ever had,but it wasn't the work. Tommy D.
The only thing I've ever heard resembling a complaint is the occasional comment about a tip being harder or softer than they expected,in which case I offer to change it,but only after suggesting this.
If the tip is too soft (only customers that request Elk Masters have these) I tell them to tap it 100 times on a concrete floor then try it. Problem solved.
If the tip is too hard,(complaints they can't draw with it) I tell them to scuff it or do it for them. Problem solved.
Only a couple have asked for a change after this,all were satisfied.
I remember having a tight-ass send me a Meucci for a ferrule replacement thru my dad. I replaced the stock ferrule and got the shaft as clean as new,took it back to him and asked for my 20 bucks.
The guy wants to know what I did to it that made it cost "so much",so I told him that the ferrule was cracked in 4 places,and had to be changed. He says he didn't want it totally changed,just "cut down short" and that he didn't expect to pay more than a few bucks.
I told him that I don't do hack work,and that refusing to pay me would result in the shaft being sold for labor and materials,even a Meucci shaft is worth 20 bucks. Needless to say,he came up off the hip,and later on said it played better than new.
He's as close to unhappy as I've ever had,but it wasn't the work. Tommy D.
Say what you mean
Do what you mean
Be open to feedback(negative or positive)-No one is perfect
Communication is also a very important factor-If some sends you a query, respond very promptly.Check your mails and messages at least once in 24 hours no matter how busy you are.
Follow up
Do what you mean
Be open to feedback(negative or positive)-No one is perfect
Communication is also a very important factor-If some sends you a query, respond very promptly.Check your mails and messages at least once in 24 hours no matter how busy you are.
Follow up