Vendor experience
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Heel & Toe
Joined: Jul 2004
Posts: 19
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From: carnate
Vendor experience
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I would like to know the opinion/experience of some others member of this comunity : many time I have sent emails to Vette Tuner/parts Suppliers (classified as Vendors)etc asking for technical info withou receiving any reply...it's this the the use?
I'm really surprise mainly for two reasons,:
1) I own a company and our priorities are customers satisfaction (we are GMP-ISO9000-HACCP),and continous customers relationships:a team is just charged to take care of any possible request
2)I was leaving in USA years ago and I remember custumers relation were considered as a must....It's so change in the last 5 years
As usual there are exception and I would like to thanks Fitchner Chevrolet(Bob Wendorff),Stoptech and MTI for the complete different approach.
My opinion is Price is a relevant issue but service/customer care/customers satisfaction are not less important and in many case it makes the difference.
Thanks and regards
Chevyc5ls1
I would like to know the opinion/experience of some others member of this comunity : many time I have sent emails to Vette Tuner/parts Suppliers (classified as Vendors)etc asking for technical info withou receiving any reply...it's this the the use?
I'm really surprise mainly for two reasons,:
1) I own a company and our priorities are customers satisfaction (we are GMP-ISO9000-HACCP),and continous customers relationships:a team is just charged to take care of any possible request
2)I was leaving in USA years ago and I remember custumers relation were considered as a must....It's so change in the last 5 years
As usual there are exception and I would like to thanks Fitchner Chevrolet(Bob Wendorff),Stoptech and MTI for the complete different approach.
My opinion is Price is a relevant issue but service/customer care/customers satisfaction are not less important and in many case it makes the difference.
Thanks and regards
Chevyc5ls1
Race Director
Joined: Jun 2004
Posts: 19,459
Likes: 48
From: Schaumburg IL
CI 7-8-9-11 Veteran
St. Jude Donor '06-'10, '13
I agree with most of your comments about customer service.
My 1st thought is that sometimes e-mail gets over-used, you might want to try calling the vendor/tuners, you could also get no answer, but at least you did some follow up.
I think some, not all, of the vendors and tuners here are not really large huge companies, but rather small to midsize because the specialize in Vette tuning or high performance..so they are not going to have the ISO Certs and big corporate quality policies etc.... I am not excusing them for not replying to you, but I think they are probably just swamped and are trying to keep up with what they are currently working on. Just my .02
My 1st thought is that sometimes e-mail gets over-used, you might want to try calling the vendor/tuners, you could also get no answer, but at least you did some follow up.
I think some, not all, of the vendors and tuners here are not really large huge companies, but rather small to midsize because the specialize in Vette tuning or high performance..so they are not going to have the ISO Certs and big corporate quality policies etc.... I am not excusing them for not replying to you, but I think they are probably just swamped and are trying to keep up with what they are currently working on. Just my .02
Race Director
Joined: Jun 2004
Posts: 19,459
Likes: 48
From: Schaumburg IL
CI 7-8-9-11 Veteran
St. Jude Donor '06-'10, '13
oh and here is a thread I started that ended positively with Mid-America. Granted it was only a small product, but to your point good customer service. IMHO they have very good customer service...they are also a fairly good size vendor.
http://forums.corvetteforum.com/showthread.php?t=866267
http://forums.corvetteforum.com/showthread.php?t=866267
Le Mans Master
Joined: Sep 2003
Posts: 5,374
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From: Jacksonville Florida
It might also be that tuners make their living off knowing technical information so they are logically not prone to just giving it out just as doctors and lawyers don't give out professional advice when asked.
Retailers, on the other hand often simply don't know the answers. Those manning phones/PCs are just selling what is in catalogs or on websites as items. Few are mechanically inclined. I'd agree that more informed sales people would be a great help in that area.
Over all, I'd have to agree with you. Customer service in general seems to be a passing thing. It seems to be a sad bye-product of short term thinking in many cases.
30+ years ago I worked in Sears hardware part-time while in college. We had to go through a week long school before we could even sell a screwdriver. Now you can hardly find anyone even working in a Sears store.
Sad...
Retailers, on the other hand often simply don't know the answers. Those manning phones/PCs are just selling what is in catalogs or on websites as items. Few are mechanically inclined. I'd agree that more informed sales people would be a great help in that area.
Over all, I'd have to agree with you. Customer service in general seems to be a passing thing. It seems to be a sad bye-product of short term thinking in many cases.
30+ years ago I worked in Sears hardware part-time while in college. We had to go through a week long school before we could even sell a screwdriver. Now you can hardly find anyone even working in a Sears store.
Sad...
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I've had pretty good luck when I either call or e-mail the vendors for specific info before buying products. They usually take the time to fully answer my questions and most times offer up more info that I had not thought about. There are exceptions to this, but I have been pleased so far.
