Turnaround time

[Cuedog]

All of us that do cue repairs have a comfort zone for customer repair turnaround time. I know this can be a touchy subject, but give your average turnaround time for average type repairs/services. (Tips, ferrules, cleanings, wraps)

I have found that my customers are okay with a 48 hour pickup on the minor repairs/services and up to two weeks on the more involved ones.

Also, what is your average turnaround time for repairs and services such as replacing butt caps, refinishing, joint work, etc.

I have a first in, first out policy with the minor services. For those that absolutely have to have it the next day, or even the same day, we have what we call a "Speed Fee". The next day speed fee is $10.00 over the cost of the service and the same day speed fee is $20.00 over the cost of the service.

Let me just say that this is not to make more money, but to discourage the last minute habit and possible disappointment of not getting it done more than anything else.

Curious to hear what your policy is.

Gene

 

[macguy]

All of us that do cue repairs have a comfort zone for customer repair turnaround time. I know this can be a touchy subject, but give your average turnaround time for average type repairs/services. (Tips, ferrules, cleanings, wraps)

I have found that my customers are okay with a 48 hour pickup on the minor repairs/services and up to two weeks on the more involved ones.

Also, what is your average turnaround time for repairs and services such as replacing butt caps, refinishing, joint work, etc.

I have a first in, first out policy with the minor services. For those that absolutely have to have it the next day, or even the same day, we have what we call a "Speed Fee". The next day speed fee is $10.00 over the cost of the service and the same day speed fee is $20.00 over the cost of the service.

Let me just say that this is not to make more money, but to discourage the last minute habit and possible disappointment of not getting it done more than anything else.

Curious to hear what your policy is.

Gene

Next day on most run of the mill stuff.

 

[Cue Crazy]

Usually next day on basic shaft & tip work, but have been backed up so much that It took as many a three, or ran out of product needed, and was waiting on delivery. I try to do things in order when it gets like that, but I also have people that are persistent on next day or worse, at the last minute, same day, right before a tournament or something, so I like the idea of the speed fee if that discoarages that activity. I like to help out people when I can, don't get me wrong, but It's not fair to the people in front of them.

Greg C

 

[Cuedog]

Speed fees

Usually next day on basic shaft & tip work, but have been backed up so much that It took as many a three, or ran out of product needed, and was waiting on delivery. I try to do things in order when it gets like that, but I also have people that are persistent on next day or worse, at the last minute, same day, right before a tournament or something, so I like the idea of the speed fee if that discoarages that activity. I like to help out people when I can, don't get me wrong, but It's not fair to the people in front of them.

Greg C

Speed fees take a lot of the stress out of the situation. Surprisingly, it doesn't come up much now days. I put the fees in place about 8 years ago and it has had a nice effect on business relations. Players know I stay busy so they just drop their cue(s) off after the last day of league or days before a tournament.

Thanks for the reply guys.

Gene

 

[manwon]

I own a pool hall that has a full repair section that is also part of my Pro-shop.

My operating hour's are 12:30 pm - 2:00 am Sun-Thur and 12:30 pm - 4:00am Fri-Sat.

I have 10 tables for rent by the hour, over 180 different cues for sale with prices starting at around $40 and going up to around $2000.

I also have large assortment of cases and most accessories.

We also construct Custom cues to order for local customers.

Tip's - While the customer waits - approx 15-20 min, 50-150 per month. Depends on Tip:

Lepro - $12
Elkmaster -$12
Triangle - $12
Hercules - $20
Water Buffalo - $15
My Korean layered tips (Pig Skin)
JOS - $15
Cox - $15
K-3 - $20
Moori - $25

Ferrule - same day pick-up if drop off before 6pm - Price $25 including base tip (Lepro)

Ferrule / drill replace tenion - same as above - Price $30 including base tip.

Clean shaft - while customer waits - 15-20 min Price $15

Resize/Re taper - next day pick-up Price starts at $25

Re-wrapp- Same day pick-up if dropped off before 6pm $45

Construct new shaft - 72 hr's depending on collar. Price starts at $100

Reface shaft / joint - next day pick-up - $20

Refinish entire cue - includes re-wrapp Linen- 96 hr's approx - 6-8 per month - pricing starts - $90 and go's according to problems

Craig

 

[Varney Cues]

I must be one of the few who provide "same day" service...often, most work is done while you wait. My customers appreciate this and I feel it important...I'd hate for someone to miss action or the ability to make money because they were waiting for repairs.

 

[billiardbum]

I must be one of the few who provide "same day" service...often, most work is done while you wait. My customers appreciate this and I feel it important...I'd hate for someone to miss action or the ability to make money because they were waiting for repairs.

tap, tap, tap. All other repairs - joint work, butt caps, etc...1 week

 

[rhncue]

I must be one of the few who provide "same day" service...often, most work is done while you wait. My customers appreciate this and I feel it important...I'd hate for someone to miss action or the ability to make money because they were waiting for repairs.

Same here. I open at noon everyday and all repair work, other than refinishing, can be done while you wait. It takes an hour and a half or two hours to make a shaft so often people go out and get lunch and then come back to pick up.

Dick

 

[Michael Webb]

I must be one of the few who provide "same day" service...often, most work is done while you wait. My customers appreciate this and I feel it important...I'd hate for someone to miss action or the ability to make money because they were waiting for repairs.

Tap, Tap. Same here also.

 

[Cuedog]

Great, if you can do it.

Do most of you that do same day/while you wait services, work other jobs?

I know it would be nearly impossible for me to operate my 21 table pool room and do while you wait repairs too. I understand the importance of customer service as well as most. After implementing my work schedule and then refining it over the years, I think that same day service is more of a luxury than a mandatory way of doing this business.

I find that the amount times that players are under the gun to get their cue repaired is only less than 5%. Most times I can accomodate those players.

I guess what also helps is that I am one of only two that does repairs in my area. If one of you guys were here, I'd probably have to make some adjustments to be competitive. Which brings me to ask, do most of you have some sort of competition close to you?

This is great stuff. The reason I started this thread was to check what other policies were and to take a closer look at my way of doing things to see if there is a need for adjustment.

Gene

 

[BLACKHEARTCUES]

Same here. I open at noon everyday and all repair work, other than refinishing, can be done while you wait. It takes an hour and a half or two hours to make a shaft so often people go out and get lunch and then come back to pick up.

Dick

HI Dick;If you do same day NEW shaft work, what kind of clear coat do you put on the joint end of the new shaft?...JER

 

[manwon]

HI Dick;If you do same day NEW shaft work, what kind of clear coat do you put on the joint end of the new shaft?...JER

I use Super Glue with Accelerator, it is fast and looks good!!!!!

 

[rhncue]

HI Dick;If you do same day NEW shaft work, what kind of clear coat do you put on the joint end of the new shaft?...JER

I normally use super glue. I bought a U.V. outfit exspressly for repairs but to do a good job it takes much longer than the super glue. I don't like super glue on larger ares but it seems to work nicely on small areas as shafts. The problem with the U.V. in doing repairs is that the U.V. finish won't stick to phenelics without a good sealer. I had a number of shafts come back where the U.V. peeled off of the phenelic deco-rings.

Dick

 

[Mase]

Also, what is your average turnaround time for repairs and services such as replacing butt caps, refinishing, joint work, etc.
[Gene

I work out of my house so providing my customers call first the majority of minor work is while they wait. Ferrules, butt caps, wraps, etc are usually within 48 hours.

 

[sliprock]

do most of you have some sort of competition close to you?

This is great stuff. The reason I started this thread was to check what other policies were and to take a closer look at my way of doing things to see if there is a need for adjustment.

Gene

I get most of my work from the poolroom. Take it home and then return it to the poolroom. If someone needs something right now, They can get it for the same price if they bring it to me. As far as competetion. I was the only guy around for a year or so, I had a couple of guys that would give me a pop quiz on certain types of repairs every once in a while. Now they both have lathes and have undercut my prices. My repair business dried up for a while. Since I started making cues, More people are starting to come back to me. I also started putting a guarantee on my tip and ferrule jobs. A guarantee that is void as soon as my customer lets anyone else work on their cue.

 

[Cuedog]

Turn around time

Sliprock...what is your turn around time for work from the pool room? Do you allow customers to wait when they bring work to you?

As far as competition is concerned, just learn and be true to your craft, have fair pricing, and let the chips fall where they may.

Gene

 

[sliprock]

Sliprock...what is your turn around time for work from the pool room? Do you allow customers to wait when they bring work to you?

As far as competition is concerned, just learn and be true to your craft, have fair pricing, and let the chips fall where they may.

Gene

I try and give next day service to the poolroom crowd. As far as drop off work, most that know where I live are welcome to watch if they call ahead of time. Unannounced visits usually get next day action.

 

[Chris' Cues]

I have a real job that I work at on midnight shift. I prefer to have customers call to make an appointment and will do their repairs while they wait, since some of them drive a ways to bring me their work, I don't want to make them drive back to pick it up. This also cuts down on work that takes forever for someone to pick up.
Chris

 

[Cuedog]

Understandable

I have a real job that I work at on midnight shift. I prefer to have customers call to make an appointment and will do their repairs while they wait, since some of them drive a ways to bring me their work, I don't want to make them drive back to pick it up. This also cuts down on work that takes forever for someone to pick up.
Chris

This is the reason for this thread...to get an insight into how others run their business regarding servicing the customer.

I like how Chris has managed his schedule in a way that both he and the customer are comfortable. Customers need work done and we have lives to live. If an arrangement can be made for both, then that's the way to go.

As far as work either taking a while to be picked up, or not being picked up at all is concerned, there's a way that I have handled that as well. When customers leave work to be done, we require a half down deposit. This works very well for both parties. The deposit is good for the customer as well as your shop because it makes the balance more manageable when it's time to pick work up. I don't know many people that will give you money and then not come to pick up their merchandise when it is done.

Years ago, prior to requiring a deposit, too many times in the past I have had customers bring in old cues to be worked on, and then never pick them up.

Once again, this has not caused any customer stress or relations problems. Of course there are situations that don't require a deposit.

Gene

 

[CrownCityCorey]

All of us that do cue repairs have a comfort zone for customer repair turnaround time. I know this can be a touchy subject, but give your average turnaround time for average type repairs/services. (Tips, ferrules, cleanings, wraps)

I have found that my customers are okay with a 48 hour pickup on the minor repairs/services and up to two weeks on the more involved ones.

Also, what is your average turnaround time for repairs and services such as replacing butt caps, refinishing, joint work, etc.

I have a first in, first out policy with the minor services. For those that absolutely have to have it the next day, or even the same day, we have what we call a "Speed Fee". The next day speed fee is $10.00 over the cost of the service and the same day speed fee is $20.00 over the cost of the service.

Let me just say that this is not to make more money, but to discourage the last minute habit and possible disappointment of not getting it done more than anything else.

Curious to hear what your policy is.

Gene

If a customer takes the time to come to our shop, we will do Tips, Shaft Cleaning and wraps while they wait (they should call 1st).

If the item is shipped in, turnaround is 2-3 days.

Ferrule replacements we can have done next day. On the rare occasion that we refinish a cue, it is about a week.