No excuses
Ben, Ben ,Ben.......when will you learn?
You know, we've all seen this same situation in the past. Customers asking why you don't reply to e-mails or return phone calls and you always have an excuse. Customers getting 6 different delivery dates and still waiting.
e-mail got lost
the phones in Arkansas are on the blinks
You did respond
Its always the same song and dance.
I have personally sent e-mails and made phone calls too.
I didn't get hear anything back either.
When you gonna learn? You can't treat customers like that.
Word of mouth spreads fast and your company should do a better job than you are.
Yes....we all know how busy you are...so are all the OWB companies. Its not just you that's busy
Do yourself a favor and just be honest with people. The way you are doing business, your company will soon gain a bad reputation.
Its starting already!!!
Hi!
Yes, I realize that customer service is a big real issue. I am personally 100% honest. I have zero control of what the factory or anyone else does.
If you had read my real long post of the e-mail I sent out, you would know the problems we face and what we are doing about them.
I personally make NO EXCUSES. I state FACT even if you don't like the answers.
The phones HAVE been on the blink for over a month despite MANY, MANY service calls and they finally rewired the whole building, starting at the service poles back (and added another phone line).
In regards to the fellow who claims I never answered. I answered THREE TIMES. Many ISPs block ANYTHING that looks remotely like spam and that can't be my fault. I didn't see his post about the private message.
You would not believe how many people have e-mails that bounce mailboxes that are full, blocked e-mails, etc. You wouldn't believe how many people send an e-mail with NO NAME and NO PHONE NUMBER! Incredible!!
I certainly can't control what the factory does. I am not the owner, I have my own business in NC - 700 miles away - and handle setting up the dealer network and Internet sales only.
They are making BIG strides towards meeting their goals. They have recently added personnel and are trying to catch up.
They just purchased the manufacturing building next door. We expect to double production in short order.
When everything is done on paper (for 36 years) instead of by computer, things get in a real big mess - fast. They didn't even know how many stoves were on order - thus the broken promises!
A new computer system to track all of the orders was ordered many months ago and I just got word this past weekend that it was up and running and could be used. This doesn't help with old orders until they are all entered into the system.
I am here to help - not get hit over the head. I relay as much information as possible; answer hundreds of e-mails, forward every single e-mail to the factory, give them a list of who to call, usually daily.
I strive to answer EVERY SINGLE RE-MAIL, every day. But hey, sometimes I am out of the office for 2 or 3 days! I have another life too.
Best regards,
Ben
