>Needless to say, the review will not see
>print because there was no conclusion.)
>
>Dick Karnes
Dick,
Publish away. I know our moderators, for example, and I'm assuming
various publishers are against any form of negativity against s scale
manufacturers or dealers but this is the 21st Century and any dealer
or manufacturer that doesn't expect their actions and their products
to be widely discussed - for better or for worse - in print, on the
web, in groups, tweets, on Facebook, etc. is just crazy. I find this
a difficult concept for some of my clients to understand. In the
past, you produced a bad product or treated a customer poorly and
maybe a handful of their friends heard all about it next time they got
together. Now, you treat a customer poorly or produce a bad product
and someone jumps on Facebook or tweets all about it. The potential
for that one local event to become world wide knowledge is much
greater. Some find this overly harsh or overly punishing to the
offender as it can seriously damage their business. Others, like me,
simply say don't treat your customers that way in the first place or
recover well after a negative event. I often use Orvis and LL Bean as
examples. A customer post a negative review of a product on their
websites and both companies customer service people are right there to
post a replay apologizing, reminding the customer of their
satisfaction guarantee, thanking them for their feedback and asking if
they can assist in any way to make the situation right. They then
leave that negative post out there for all to see (along with their
well handled response.) Silence or burying your head in the sand
never works. So publish away and please tell us what kit your talking
about so I don't waste my hard earned dollars on the dang thing.
Maybe the manufacturer will finally get the message and get with the
program.
And, just to demonstrate that people don't just post negative comments
about manufacturers or dealers on social networking sites and that
positive actions can be rewarded I'll say I've had excellent
experiences with both Des Plaines Hobbies in S and Westerfield Kits in
HO recently. Both had issues with their online sales systems
overcharging me and in both cases they emailed me within hours to
alert me they were aware of the overcharge, apologized and would
correct the issue ASAP. Both very proactive and very professional.
Cost them a few bucks they probably could have gotten away with but it
made me a loyal customer and now I'm telling all you they are good
people. Shop with them.
Chris Borgmeyer
Westfield Center, OH
[Non-text portions of this message have been removed]
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