Eric Gorr
- Thread starter grichards
- Start date
The shop is running 16 hours or more a day pretty much 7 days a week. Morning is defintely the best time to call.
Eric Gorr
Engine Builder
- Jun 29, 1999
- 384
- 12
Just to let you guys know whats going on, if you’ve been trying to call and the phone just rings its due to a number of reasons. First of all my phone system doesn’t have the ability to Hold calls. However the phone system is programmed to defer any calls identified as unavailable, blocked, private, area code 405, and calls labeled out of area. At this time of year I receive an average of 300 incoming calls a day. On Mondays, the phone rings every 30 seconds between 7am and 11pm. Most of these calls are people looking for free technical information because apparently I’ve developed some type of Internet reputation of spending endless time walking people through difficult mechanical tasks over the phone with no hope of compensation for my time and efforts. The sad fact is, very few people respect my time and empathy at helping people deal with mechanical problems. Right now I’m averaging 100 hours of work per week, that’s seven 16 hour days. So I really couldn’t care less if I answer the telephone, or email because right now I have enough work for the next six weeks. And quite frankly, if any of you guys have waited until February to deal with the motorcycle you broke at the end of last season, you deserve to wait in line because poor preparation on your part does not constitute and emergency on my part.
In my opinion the off-road motorcycle industry has some serious deficiencies that are both chronic and hopeless, and these are problems that are never considered by the motorcycle magazines. The biggest problem is the scale of the supply chain of goods and services in relation to the total market and seasonality. Dirt bikers wait until the last minute to fix their bikes so most of the business occurs in February through April. Manufacturers and distributors with even the largest scale have great difficulties handling the orders for an industry that exists for three months a year. And when I talk to people on the phone they seem so pissed-off that they can’t get what they want when they want it. But then I hear the other side, the supply chain side of managers who are frustrated with trying to allocate resources for three months a year. This industry is very specialized and if people want good quality then they have to spread the season over twelve months so as to encourage companies to hire people of high caliber. Otherwise all you have is a “migrant economy”. Building racing engines and suspension systems is not akin to picking apples, taking 3 months off then getting hired by the juice plant to crush apples and make juice for three months, then spend another 6 months hanging around waiting for the picking season to begin. High quality people work 12 months a year just like everybody else.
But the motorcycle industry is screwed because of this problem. I order parts from Parts Unlimited, Wiseco and Cometic. None of these companies can handle orders in 24hrs. like they do most of the year. Many parts are back-ordered for as long as 6 weeks. I work at US Chrome on Fridays processing my own cylinders in hopes of reducing the load on their staff. They have 2,000 cylinders in progress. If they stopped taking in work today they wouldn’t catch up for a month. Same goes for my business, and a lot of others. The problem is, very few companies tell you guys the truth on turnaround time.
Realistically motorcycle companies like mine should charge a premium price during the rush season. After all the airlines, hotels, casinos, and department stores as well as hundreds of other businesses working in a seasonal economy do it. But we don’t. We try to keep it consistent and fair. And what happens? Every year about this time somebody starts a thread wondering if I’m still in business because they can’t get through on the phone or they complain that I wouldn’t spend an hour on the phone telling them how to rebuild their engine step-by-step using supplies they have in their kitchen cabinets. You know what happens then? The incoming work drops off sharply and I can’t keep the people that I spent the winter training because everything on the Internet grows like cancer. Out of control and in a negative direction. This is the primary reason why mainstream off-road motorcycle companies won’t get involved with providing free information on Internet forums or shifting more advertising dollars to online content. When Rich and I talk to our friends in the motorcycle industry at the annual Indy Motorcycle show and we ask them to contribute to forums like DRN, they’re terrified to deal with the Internet because they feel like one bad thread can destroy everything they worked for. Recently I was involved in a thread on Thumper Talk were a guy who unfairly beat me up for $1,000 worth of free parts that he didn’t deserve because he threatened to post threads on TT discrediting my business. I confronted him when he posted his lie after he received the merchandise anyways. Once the thread was posted I learned from other people in the industry that he pulled the same shenanigans on them. Do you guys wonder why you can’t get enough technical information about your dirt bikes? Motorcycle industry guys are scared of the power you have. Imagine if your job and livelihood, the sanctity of your family life could be suddenly threatened and disrupted by someone typing on a keyboard in a far away place?
Last year about this time somebody posted a question wondering if I was still in business because they called and couldn’t get through. The thread quickly degenerated into me being branded as the “Soup Nazi” from a Sienfeld rerun, which was unfortunate because it caused a huge drop in business. I just want you guys to know that:
I’m alive.
I’m still in business.
I’m working my a$$ off.
I haven’t taken a vacation in 4 years.
I’m trying to answer 300 telephone calls a day.
I spent a lot of money and time to build a web site with an engine to search 250,000 words of FAQs and tech articles, as well as all the posts on DRN so you could quickly access through a Google search engine virtually ever answer to every possible question.
I couldn’t care less if you can’t call me on the phone 24/7.
In my opinion the off-road motorcycle industry has some serious deficiencies that are both chronic and hopeless, and these are problems that are never considered by the motorcycle magazines. The biggest problem is the scale of the supply chain of goods and services in relation to the total market and seasonality. Dirt bikers wait until the last minute to fix their bikes so most of the business occurs in February through April. Manufacturers and distributors with even the largest scale have great difficulties handling the orders for an industry that exists for three months a year. And when I talk to people on the phone they seem so pissed-off that they can’t get what they want when they want it. But then I hear the other side, the supply chain side of managers who are frustrated with trying to allocate resources for three months a year. This industry is very specialized and if people want good quality then they have to spread the season over twelve months so as to encourage companies to hire people of high caliber. Otherwise all you have is a “migrant economy”. Building racing engines and suspension systems is not akin to picking apples, taking 3 months off then getting hired by the juice plant to crush apples and make juice for three months, then spend another 6 months hanging around waiting for the picking season to begin. High quality people work 12 months a year just like everybody else.
But the motorcycle industry is screwed because of this problem. I order parts from Parts Unlimited, Wiseco and Cometic. None of these companies can handle orders in 24hrs. like they do most of the year. Many parts are back-ordered for as long as 6 weeks. I work at US Chrome on Fridays processing my own cylinders in hopes of reducing the load on their staff. They have 2,000 cylinders in progress. If they stopped taking in work today they wouldn’t catch up for a month. Same goes for my business, and a lot of others. The problem is, very few companies tell you guys the truth on turnaround time.
Realistically motorcycle companies like mine should charge a premium price during the rush season. After all the airlines, hotels, casinos, and department stores as well as hundreds of other businesses working in a seasonal economy do it. But we don’t. We try to keep it consistent and fair. And what happens? Every year about this time somebody starts a thread wondering if I’m still in business because they can’t get through on the phone or they complain that I wouldn’t spend an hour on the phone telling them how to rebuild their engine step-by-step using supplies they have in their kitchen cabinets. You know what happens then? The incoming work drops off sharply and I can’t keep the people that I spent the winter training because everything on the Internet grows like cancer. Out of control and in a negative direction. This is the primary reason why mainstream off-road motorcycle companies won’t get involved with providing free information on Internet forums or shifting more advertising dollars to online content. When Rich and I talk to our friends in the motorcycle industry at the annual Indy Motorcycle show and we ask them to contribute to forums like DRN, they’re terrified to deal with the Internet because they feel like one bad thread can destroy everything they worked for. Recently I was involved in a thread on Thumper Talk were a guy who unfairly beat me up for $1,000 worth of free parts that he didn’t deserve because he threatened to post threads on TT discrediting my business. I confronted him when he posted his lie after he received the merchandise anyways. Once the thread was posted I learned from other people in the industry that he pulled the same shenanigans on them. Do you guys wonder why you can’t get enough technical information about your dirt bikes? Motorcycle industry guys are scared of the power you have. Imagine if your job and livelihood, the sanctity of your family life could be suddenly threatened and disrupted by someone typing on a keyboard in a far away place?
Last year about this time somebody posted a question wondering if I was still in business because they called and couldn’t get through. The thread quickly degenerated into me being branded as the “Soup Nazi” from a Sienfeld rerun, which was unfortunate because it caused a huge drop in business. I just want you guys to know that:
I’m alive.
I’m still in business.
I’m working my a$$ off.
I haven’t taken a vacation in 4 years.
I’m trying to answer 300 telephone calls a day.
I spent a lot of money and time to build a web site with an engine to search 250,000 words of FAQs and tech articles, as well as all the posts on DRN so you could quickly access through a Google search engine virtually ever answer to every possible question.
I couldn’t care less if you can’t call me on the phone 24/7.
- Thread starter
- #8
Attitude
I just wanted to order some items and modification. I did not know I was supposed to work around your schedule for contacting you. You should post your letter on your website or in this forum.
I think I'm better off going with another company.
I own a pretty large design comany, if I handled customers this way I would be out of business in no time flat.
Greg Richards
Matrixwebs.com
I just wanted to order some items and modification. I did not know I was supposed to work around your schedule for contacting you. You should post your letter on your website or in this forum.
I think I'm better off going with another company.
I own a pretty large design comany, if I handled customers this way I would be out of business in no time flat.
Greg Richards
Matrixwebs.com
- Jun 9, 2002
- 9,535
- 0
Thanks Eric for the heads up on your situation and the struggles you are facing.
Every business has to face the reality of defining its position in the marketplace. There will always be a line at the door of firms like yours that place quality above quantity.
I am struggling with a similar reality.
Every business has to face the reality of defining its position in the marketplace. There will always be a line at the door of firms like yours that place quality above quantity.
I am struggling with a similar reality.
I confess to being one of the offending wait-til-February riders, but my experience with EG’s customer service has been nothing but positive. Anybody who’s ever had to work 16 hours a day, seven days a week ,with too much caffeine and too little sleep understands where Eric’s post is coming from.
I had my big bore kit done a couple of years ago and Eric was very up front about the workload and turnaround time as well as very helpful with some follow up questions after I got the cylinder back. Based on the quality of work, excellent performance, and good customer service - I’ll be going back to Forward Motion when it’s time to do my new bike.
I had my big bore kit done a couple of years ago and Eric was very up front about the workload and turnaround time as well as very helpful with some follow up questions after I got the cylinder back. Based on the quality of work, excellent performance, and good customer service - I’ll be going back to Forward Motion when it’s time to do my new bike.
eric
1. your points are taken
2. go take a vacation...........there will always be time to work
3. thank you for what you are able to contribute to DRN
4. rethink your business. phones are to be answered by someone.....thats just the way it is. a polite "he is busy for the next X weeks" is all most people need to know. a phone number is just that a phone. we as customers think of it as a connection between us and a business. we cant see what is going on in your shop or possibly know the stress and situation you are dealing with. i know most people consider the phone an "open" sign. that would be like walking into any business that has a door and nobody there to wait on them.......very annoying. customers assume that you want that phone to ring. your current phone filter, while effective, is not helping your situation. every call is someone seeking information and they are not getting it. you try calling the IRS right about now with a question and you will realize what you are doing to your customer. if its a customer that has paid you money, your shop is the only one to provide the information they are seeking. that includes status of work being performed.
just suggestions
1. do the tech for a specified amount of time per day. when you reach that time, stop. if you cant do it certain times of the year, then just say so.
2.website to post backlog and expected time of delivery for each customer. i know some businesses will take on more business than they know they can handle for fear of losing business but ill bet more business is lost on long wait times or perceived unorganization.
3.you are in demand........price your stuff to reflect it. you cant be everything to everybody.
4.to get us off our butts maybe discount certain services in off seasons.
ive dealt with customers for 25yrs. the people who pay our way come in all forms with a certain percentage being clueless. as the leader in my business i can do everything the fastest and most accurate, but i long ago realized to delegate. it is the only way to maintain sanity.
your post was enlightning to your situation. as one drn member to another hang in there and best of luck.
1. your points are taken
2. go take a vacation...........there will always be time to work
3. thank you for what you are able to contribute to DRN
4. rethink your business. phones are to be answered by someone.....thats just the way it is. a polite "he is busy for the next X weeks" is all most people need to know. a phone number is just that a phone. we as customers think of it as a connection between us and a business. we cant see what is going on in your shop or possibly know the stress and situation you are dealing with. i know most people consider the phone an "open" sign. that would be like walking into any business that has a door and nobody there to wait on them.......very annoying. customers assume that you want that phone to ring. your current phone filter, while effective, is not helping your situation. every call is someone seeking information and they are not getting it. you try calling the IRS right about now with a question and you will realize what you are doing to your customer. if its a customer that has paid you money, your shop is the only one to provide the information they are seeking. that includes status of work being performed.
just suggestions
1. do the tech for a specified amount of time per day. when you reach that time, stop. if you cant do it certain times of the year, then just say so.
2.website to post backlog and expected time of delivery for each customer. i know some businesses will take on more business than they know they can handle for fear of losing business but ill bet more business is lost on long wait times or perceived unorganization.
3.you are in demand........price your stuff to reflect it. you cant be everything to everybody.
4.to get us off our butts maybe discount certain services in off seasons.
ive dealt with customers for 25yrs. the people who pay our way come in all forms with a certain percentage being clueless. as the leader in my business i can do everything the fastest and most accurate, but i long ago realized to delegate. it is the only way to maintain sanity.
your post was enlightning to your situation. as one drn member to another hang in there and best of luck.
Wow this bloody!!! I have my topend at his business right now and I know he's busy because of the time of year. For me, this is my slack time and time to work on my bike so I know that I have to wait in line.
I would like say that my past experience with Eric has been great. Early January I sent him a crank to be reworked. I sent it on Monday and had it back by Thursday of the same week.
Currently, he's got a special going on porting for donating to a special fund to put people that donate to the front of the line but as you know if 200 people take advantage of this the front of the line is much longer.
I do understand that the phone deal is a pain in our butts but at 300 calls a day I wouldn't answer either. I do appreciate Eric taking the time to let us know what's going on in his shop but I think some of the other posters have made good points too. A status line would be an excellent idea but putting it in place would take more of his precious time.
The outstanding service he provides for the price he charges makes me look the other way on issues such as not answering the phone.
I would like say that my past experience with Eric has been great. Early January I sent him a crank to be reworked. I sent it on Monday and had it back by Thursday of the same week.
Currently, he's got a special going on porting for donating to a special fund to put people that donate to the front of the line but as you know if 200 people take advantage of this the front of the line is much longer.
I do understand that the phone deal is a pain in our butts but at 300 calls a day I wouldn't answer either. I do appreciate Eric taking the time to let us know what's going on in his shop but I think some of the other posters have made good points too. A status line would be an excellent idea but putting it in place would take more of his precious time.
The outstanding service he provides for the price he charges makes me look the other way on issues such as not answering the phone.
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We were in the shop at 6:30 tonight and the phone was still ringing. It's hard not to chuckle when you think about who on earth would be calling a performance shop at 6:30 on a Sunday night expecting to talk to someone. The phone got answered and the person got to ask a question that was answered here and on Eric's website any number of times. That person didn't buy anything (he shops on ebay) and probably never will. But he got a civil answer to his question. We chalked it up to the cost of doing business in a way most shops never will. Blow a call into PC next Sunday and let me know if you get to talk to Mitch. :cool:
It's unfortunate that in an effort to do more than most shops would ever dream of for the customer Eric gets beat up now and then for not doing more. It's human nature I guess, but it's still pretty sad to see. The simple fact is that the phone can be the best asset of a business like this or the biggest liability. If Eric puts up an answering machine people who just want to ask free tech questions fill it up expecting him to call back long distance on his dime. The real customers who deserve his time get lost in the shuffle with this approach. If he delegates the job of answering the phone, people are unhappy because they called wanting to talk to him. That's understandable given the fact that his customers have been able to talk to him for years. So he opts for the remaining option of trying to answer the phone himself while still trying to hammer out work. Some days it works better than others, but after 20+ years the real customers sure seem to appreciate the personal touch. Sometimes they can't get through when they'd like but most have come to realize and appreciate that it's worth the effort to get to talk to the MAN instead of some bored 18 year old skate punk reading from a script. It gets down to this, you try your best to please everyone, but it doesn't always work out. Someone always feels slighted, that part seems inevitable. We try and spend as much time on DRN as possible in the hopes of making things more convienient for customers and anyone else who just wants a straight answer to a question.
The upside is, the good people far out number the bad ones. It's still fun to bust your ass to make sure these folks get taken care of. We appreciate them more than they might realize. :worship:
I hope it works out to your satisfaction. :thumb:
It's unfortunate that in an effort to do more than most shops would ever dream of for the customer Eric gets beat up now and then for not doing more. It's human nature I guess, but it's still pretty sad to see. The simple fact is that the phone can be the best asset of a business like this or the biggest liability. If Eric puts up an answering machine people who just want to ask free tech questions fill it up expecting him to call back long distance on his dime. The real customers who deserve his time get lost in the shuffle with this approach. If he delegates the job of answering the phone, people are unhappy because they called wanting to talk to him. That's understandable given the fact that his customers have been able to talk to him for years. So he opts for the remaining option of trying to answer the phone himself while still trying to hammer out work. Some days it works better than others, but after 20+ years the real customers sure seem to appreciate the personal touch. Sometimes they can't get through when they'd like but most have come to realize and appreciate that it's worth the effort to get to talk to the MAN instead of some bored 18 year old skate punk reading from a script. It gets down to this, you try your best to please everyone, but it doesn't always work out. Someone always feels slighted, that part seems inevitable. We try and spend as much time on DRN as possible in the hopes of making things more convienient for customers and anyone else who just wants a straight answer to a question.
The upside is, the good people far out number the bad ones. It's still fun to bust your ass to make sure these folks get taken care of. We appreciate them more than they might realize. :worship:
grichards said:
I hope it works out to your satisfaction. :thumb:
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- Thread starter
- #16
Rich Rohrich said:
It's not what I really wanted, and I did not want to start a war. I just want to buy some work. If your are too busy cool. But I emailed also, and in that email I stated my intention to buy. I never heard back, so I called all week, all hours. Crap the motor is ready to ship anytime to anyone who wants to do the work. I just could not even get an answer to if I was buying the right items.
And I agree with paying a higher rate for rush work.
grichards said:
If I can answer a question for you here I'll be happy to. :thumb:
Maybe I'm being ignorant here...but you know its gonna need a top-end at the end of the season...why not keep 2 cylinders and just have one done early fall so it'd be ready to go in your winter downtime? Sounds like Christmas Eve shoppers to me...pissed that there isn't anything left to buy.
I give personal attention to between 1200-1500 people a day...half the time the stuff they ask for is ludicrous, but I do what I can to accomodate them. I understand wanting to throw up your hands and tell someone what you think of them, but you can't...and that makes things even more stressful. Stupid questions from someone who is 'just curious' or is using you for free information are a waste of your precious time, especially when you have no time to spare in the first place.
I am new to the 2stroke thing and Eric's site has been most helpful to me in learning about these things. He's got stuff on there that is solid, reliable info that most people would keep to themselves and sell. His prices are outstanding, the work top-notch, so ya know what...sounds like he's got enough business already...forget those who don't like the way ya do things. Keep doin what you're doin, and those that appreciate good work at a fair price will always keep comin.
I give personal attention to between 1200-1500 people a day...half the time the stuff they ask for is ludicrous, but I do what I can to accomodate them. I understand wanting to throw up your hands and tell someone what you think of them, but you can't...and that makes things even more stressful. Stupid questions from someone who is 'just curious' or is using you for free information are a waste of your precious time, especially when you have no time to spare in the first place.
I am new to the 2stroke thing and Eric's site has been most helpful to me in learning about these things. He's got stuff on there that is solid, reliable info that most people would keep to themselves and sell. His prices are outstanding, the work top-notch, so ya know what...sounds like he's got enough business already...forget those who don't like the way ya do things. Keep doin what you're doin, and those that appreciate good work at a fair price will always keep comin.
the exchanged posts above are EXACTLY what the "customer" wants and what Eric/Rich want to provide...........INFORMATION. now Forward Motion needs to find a way to consistently make that information available to paying customers. as a side note, info on the gorr site is extremely helpful if people will just read it. ditto with info on DRN. rich, i know if i want info, i dont mind accepting a collect call. eric shouldnt mind making collect calls if its for information.
i know how hairy things can get in a seasonal shop. i used to help a friend in his lawn equipment shop. he had 5 full time mechanics and during peak season we could be backed up to 3 weeks. we saved ourselves a lot of pressure by having someone on the phone just to answer basic questions/order parts ect. we also let the customer know what to expect as far as completion time. some werent happy and chose to go elsewhere but most knew the work done would be worth it and waited but we always had someone to interact with the customer during business hours(face to face or phone). it might not of been tommy the business owner but it was someone who could explain what was going on with their stuff.
when we took in a piece of equipment everything was written on that invoice as worked was being performed. when mr. smith called about his chainsaw, the front could come back to the shop and pull his invoice and see if/when/what parts needed to be ordered and when the job was going to be complete. this kept 90%of the questions from ever making it to the shop phone. i realize that lots of your business has customer installation as a problem and that personal chat with eric or you is needed. it just seems like yall need a way to divide the "real" calls that need attention from the "freebies" that are cutting into your workday.
i know how hairy things can get in a seasonal shop. i used to help a friend in his lawn equipment shop. he had 5 full time mechanics and during peak season we could be backed up to 3 weeks. we saved ourselves a lot of pressure by having someone on the phone just to answer basic questions/order parts ect. we also let the customer know what to expect as far as completion time. some werent happy and chose to go elsewhere but most knew the work done would be worth it and waited but we always had someone to interact with the customer during business hours(face to face or phone). it might not of been tommy the business owner but it was someone who could explain what was going on with their stuff.
when we took in a piece of equipment everything was written on that invoice as worked was being performed. when mr. smith called about his chainsaw, the front could come back to the shop and pull his invoice and see if/when/what parts needed to be ordered and when the job was going to be complete. this kept 90%of the questions from ever making it to the shop phone. i realize that lots of your business has customer installation as a problem and that personal chat with eric or you is needed. it just seems like yall need a way to divide the "real" calls that need attention from the "freebies" that are cutting into your workday.
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Having no time to answer the phone is a good sign! Good work and a good name brings more work! I didn't have any trouble contacting Eric last week.
Who wants a mechanic who has time to put his feet up on a desk and answer the phone. Perhaps a few new job positions to answer the "Repair work wanted HOTLINE"
Busy is good!!!!
Who wants a mechanic who has time to put his feet up on a desk and answer the phone. Perhaps a few new job positions to answer the "Repair work wanted HOTLINE"
Busy is good!!!!
When my kids were still racing 50´s,I stumbled over Erics site,and later DRN,and signed up....Ive always wanted to try out some of Erics stuff on a bike,the urge to do this has grown more and more,after reading things in here.....
The reason why I havent done it before is A: We are racing on a very tight budget,and B:I live in Denmark,Europe...
6 weeks ago I forgot all about economy,and ordered a cylinder from Eric + some parts. Because of the time difference,and the language barrier e-mail was very much preferred by me.Now,I know a guy like Eric is very busy,so I did what his site suggests,and used his drn.mail.Again,the language barrier probably dont make me the best guy to ask as precise questions as possible,but I tried to keep it short..A couple of mails back and forth,and we were done.....10 days later the box shows up,it was even cheaper than the extremely competitive price he told me,and there was more in the box than I had ordered! On top of that ,he had marked up the box in a way that made it travel through customs without trouble,you would be amazed if you knew how many BIG us companies screw these things up in a hopeless,incompetent way....... Advice: You can learn about almost ANY modification in here,and reading through old posts has learned me a lot,if you order from Eric like I did,he will answer the few remaining questions in a few days.....
BIG thumbs up from Denmark to Forward Motion!
The reason why I havent done it before is A: We are racing on a very tight budget,and B:I live in Denmark,Europe...
6 weeks ago I forgot all about economy,and ordered a cylinder from Eric + some parts. Because of the time difference,and the language barrier e-mail was very much preferred by me.Now,I know a guy like Eric is very busy,so I did what his site suggests,and used his drn.mail.Again,the language barrier probably dont make me the best guy to ask as precise questions as possible,but I tried to keep it short..A couple of mails back and forth,and we were done.....10 days later the box shows up,it was even cheaper than the extremely competitive price he told me,and there was more in the box than I had ordered! On top of that ,he had marked up the box in a way that made it travel through customs without trouble,you would be amazed if you knew how many BIG us companies screw these things up in a hopeless,incompetent way....... Advice: You can learn about almost ANY modification in here,and reading through old posts has learned me a lot,if you order from Eric like I did,he will answer the few remaining questions in a few days.....
BIG thumbs up from Denmark to Forward Motion!
Eric Gorr
Engine Builder
- Jun 29, 1999
- 384
- 12
GRichards, I didn't reply directly to you, just a general response to put out a potential firestorm. You see the title of your post is going to get scanned by a lot of people. And this morning I'm going to have a handfull of irrate people call me who assume that I'm going out of business. Then they're going to scream and threaten about having their work returned immediately. So because they only read a portion of this thread and emmotionally react, I'm going to have to do some hand-holding today which is going to take precious time away from my work.
The same exact thing happened a year ago right in this forum. It was a nightmare. You cannot relate your business to mine. You have no idea how emmotional and reactive mail-order motorcycle customers can be. Its nothing like the design business. Right now I'm at my computer at 6:30am on a Monday morning and I've been answering telephone calls for 45 minutes.
Maybe instead of going to a popular web site and posing a question to thousands of people regarding where I am with my business, you should've just called a few more times until you got through so I could give you an accurate time quote on the work. Maybe you are better off going to some other company, but don't expect fast service at this time of the year.
To you other guys who have posted some good suggestions at handling huge influx of phone calls, thanks but I've tried everything except only listing a 900 toll number and giving people coupons for time spent on the phone good towards future orders. But I don't want to chase away my good customers to purge out the people who just call to get free technical information.
The same exact thing happened a year ago right in this forum. It was a nightmare. You cannot relate your business to mine. You have no idea how emmotional and reactive mail-order motorcycle customers can be. Its nothing like the design business. Right now I'm at my computer at 6:30am on a Monday morning and I've been answering telephone calls for 45 minutes.
Maybe instead of going to a popular web site and posing a question to thousands of people regarding where I am with my business, you should've just called a few more times until you got through so I could give you an accurate time quote on the work. Maybe you are better off going to some other company, but don't expect fast service at this time of the year.
To you other guys who have posted some good suggestions at handling huge influx of phone calls, thanks but I've tried everything except only listing a 900 toll number and giving people coupons for time spent on the phone good towards future orders. But I don't want to chase away my good customers to purge out the people who just call to get free technical information.
SuzookKING
~SPONSOR~
- Aug 31, 2002
- 82
- 0
Quick question
Does this mean if I live in Oklahoma my call is blocked automatically? if so , why?
Does this mean if I live in Oklahoma my call is blocked automatically? if so , why?
