I'm trying to get a roll-bar made up, so I've got a PDF and EMailed it to a number of people who have websites that say "EMail for a
quote", including GTS and MK. So far, despite being sent three times to each over the last two weeks no one has bothered to reply.
Thats four suppliers, no reply. I've phoned as well, all you get is an answerphone saying "leave a message and we'll get back to
you" - but they never do.
I really don't understand why people put "EMail for a quote" on their website and then ignore it.
Maybe business is so brisk in pipe-bending they don't need the extra business? Personally I think its service that sucks and I won't be
dealing with any of the four companies - if they won't answer phone or Email sod 'em.
There are a couple of kit carshows coming up so they may be busy there.
I say if you don't like the service, walk. I do that but you need to keep in mind how few people have the equipment.
MK Sportscars's website currently has an email address that doesn't go anywhere advertised on it??? So that's probably why they
didn't respond.
Give Martin at MK Engineering a call:
http://www.mkengineering.co.uk/
He did a great job of my custom roll bar.
Marc at MNR did my roll bars excellent service and they did call me back...
http://www.mnrltd.co.uk/
HTH
Mark
Same thing happens over here. CMC the largest supplier in the states does not answer the phone, message actually says email them, then they never
answer emails. Seems like a tough way to do business. If you are busy, let the customer base know that. We, the consumer can accept slow service
if we are told there is a good reason for it, but just ignoring communication is hard to accept.
sorry, I kind of got on a soapbox there...
David.
Don't forget that these companies are generally one/two man outfits, GTS where on holiday over half term, one man on holiday is the hole business
off for a week.
When I've phoned before people are half way through doing some brazing so its not surprising that they don't pick up.
Personal experiance from being in small business is that messages can get ritten down, the piece of paper is lost and surfaces a week to a fortnight
later. Just be percistant with them.
quote:
Originally posted by clbarclay
Don't forget that these companies are generally one/two man outfits.........
You often find with some of these companies that they are ran by engineers. This is fantastic for good solutions and first class jobs but generally
they are hands on people who are not so hot on the customer service or the softer sides of business development. I too get infinitely frustrated by
this. I would advise giving Marc N a call, he is one of those good guys that extends a bit of courtesy. I would have also advised trying Mac#1 but im
not sure what the tube bending capability is, they will however advise someone.
If you send data by email i would say call them within 24hours to chase the enquiry up. I bet they get plagued sometimes with enquiries that lead
nowhere, the conversation may move you up the list and add some weight to your inquiry.
But when I go out of town or am otherwise unavailable I state it on my phone message and post it on the website. But I do understand as a result of
hundreds of long phone converstaion that result in $0 sales that it does get frustrating. I have caller ID. If your phone number comes up blocked or
out of area or otherwise blank, you had better leave a message cuz I won't answer the phone as these are mostly telemarketers. Also customers on
cell phones with bad connections fail to leave a phone number that is understandable. I guess my point is; the businessman is not always at fault,
Still on a soapbox,
David.
You are right mate - I'm Self Employed myself so I see were you are coming from.
HOWEVER it seems to be a recurring theme with the car companies.
I think there's a significant element of "tyre kickers" in the kit car world who call these companies and waste time - no wonder the
proprietors get fed up.
But, as Alan says, it's no excuse if you put ads everywhere and then fail to respond.
David
I have just dealt with MNR and the service was nothing short of exceptional. If they achieve what they claim with in my deadline I'll have to
find some way of getting them a medal or something. I have no reason to think they will live up to their claims. I will be dealling with them again
I'm sure.
As for GTS I was just about to give up too but then I found Darren had been away on holiday and had loads of problems with the mobile too I tried
again. When I did get through to him he proved to be helpful and friendly so he will be getting some of my hard-earned too.
In short I think you have to cut these people a bit of slack as they have to do some work sometime and they can't do that if they are sitting on
the phone all day. The margins are too tight in this game to be employing people just to answer the phone.
MNR and GTS seem to be good companies doing good products.
Your right Roger. We all need to be tolerant etc.
As a customer i can honestly say that customer demands are getting stronger and stronger over the years. We all expect rock bottom prices and gold
plated service. Im pleased im not a small company or one man band - it must be hell for them at times. How can they decide who is serious from the
pipe dreamers?? I have no idea, especially when the telemarketeers from Delhi etc are always on the lug.
Its not easy, thats why i say if you want something, by all means use the email but follow up with a call soon after to discuss it. At least the
companies will then know you are serious and attend to the enquiry and then at least you know that they are looking at it.
I bet the MNR's, GTS's. MK's Mac#1's etc o fthe world could spend all of their time on the phone dealing with enquiries rather
than getting some work done and making some hard earned. Its a tough balance.
If you dont take the calls theres no work to do!!!
Both GTS and MK have been good with me and Ihaven't spent a penny with either of them.
Luego have been extremely helpful with me! And I have bought an accelerator padel off them