Whatsup From Slowboy??!!!

[SBR Joe]

Originally Posted by slowdsm2

It would be easier if there weren't so many people with "bad" experiences.

SBR has no one to blame but themselves for the "bad" press.

Remember, a happy customer might tell 10 people but an unhappy customer will tell EVERYONE.

The percentage of "unhappy" customers may be small in comparison to the total number of customers but it's not how many issues you have... it's how most of those with "issues" have been treated.

The motto of the day... "friends don't let friends buy from SBR".

Maybe you guys should follow the well proven path of recovery... close the doors and open up under a new name.

ok well heres some food for thought...going by wht you said, if we had 3 customers that had a bad experience and told EVERYONE...for arguments sake well say 20 ppl each, thats 60 ppl that dont like SBR, but only 3 actually did business with...if there were 5 ppl that bought and had a good experience and told the 10 each, thats 50 ppl that heard good. You have a bad experience with 2 less ppl and 10 more hear bad than good....what are we supposed to do? Ya we mess up, and noone out there is perfect. Especialy when a company has changed employees and changed so many things in such a short period of time, things arent going to be as consistent. A company cant really get into a rythym when everythings being changed so much. As of right now, were dealing with things from the past...granite we are trying to make things right for the future but when ppl wont stop living in the past we cant really change their perceptions.


Joe
SBR

[slowdsm2]

Originally Posted by SBR Joe

ok well heres some food for thought...going by wht you said, if we had 3 customers that had a bad experience and told EVERYONE...for arguments sake well say 20 ppl each, thats 60 ppl that dont like SBR, but only 3 actually did business with...if there were 5 ppl that bought and had a good experience and told the 10 each, thats 50 ppl that heard good. You have a bad experience with 2 less ppl and 10 more hear bad than good....what are we supposed to do? Ya we mess up, and noone out there is perfect. Especialy when a company has changed employees and changed so many things in such a short period of time, things arent going to be as consistent. A company cant really get into a rythym when everythings being changed so much. As of right now, were dealing with things from the past...granite we are trying to make things right for the future but when ppl wont stop living in the past we cant really change their perceptions.


Joe
SBR

What are you supposed to do?

Well, let's see... you could start by evaluating the "cost" of an unhappy customer. Instead of saying something like "tough, we shipped it" when someone calls about a missing part... perhaps you might consider just sending a replacement part.

Own up to your mistakes and stop charging people "Fees" when they want to return the part because what you shipped was not what was ordered.

People don't accept passing the buck to former/new employees for mistakes.

The management of SBR is the same as it always has been, and attitudes towards customer service come from the top down.

[SBR Joe]

Originally Posted by slowdsm2

What are you supposed to do?

Well, let's see... you could start by evaluating the "cost" of an unhappy customer. Instead of saying something like "tough, we shipped it" when someone calls about a missing part... perhaps you might consider just sending a replacement part.

Own up to your mistakes and stop charging people "Fees" when they want to return the part because what you shipped was not what was ordered.

People don't accept passing the buck to former/new employees for mistakes.

The management of SBR is the same as it always has been, and attitudes towards customer service come from the top down.

There is no "fee" that incurs when it was a mistake on our part, if a customer is online and orders teh wrong part and sends it back then yes, because the customer is the one that chose the wrong thing, there is a fee unless they want to exchange it for teh correct one. But it has happed quite a few times, if a customer wants one thing and we send him the wrong thing, WE issue a call tag and pick it up on our dime and send them the correct one. If the customer either ordered teh wrong thing online or ordered something and cancelled it, theres gonna be a fee because if we have to order it from a vendor and we cancel it due to teh customer cancelling, we have to pay a fee, thus the cancellation fee. And if im not mistaken it says that online. Were not the only company out there that does this in case you didnt know.

Joe
SBR

[slowdsm2]

Originally Posted by SBR Joe

There is no "fee" that incurs when it was a mistake on our part

There are threads on multiple forums that say otherwise.

[SBR Joe]

Originally Posted by slowdsm2

There are threads on multiple forums that say otherwise.

If you dont mind....dig a few of these up so i can physically see. Im not calling you a liar by any means, i just want to see.


Joe
SBR