Thread: Dissatisfaction.

This attitude--serving the customer, providing good value--is one thing I love about our little mini-economy here. Value should come before profits. And if people are treated right, profits follow.

I think the SRP vendor community works the way things used to work 100 years ago. When the provider of a service is directly connected with those using the service, everyone is happier. It keeps vendors accountable--no hiding behind a "Great Wall of Lawyers" and avoiding responsibility.

Josh

I agree with all that was said before. I think most of us here not only appreciate but also expect old-style customer service, and are willing to support that with our money.

You are saying you didn't even notice the problem, which makes me think you intended for it to be perfectly(within 1/32"?, 1/64") parallel, but it didn't matter when it wasn't, as long as it was shaving great. And since the customer expected differently there was a problem. It was clearly a misunderstanding of the initial specifications which is easy to understand, as customers cannot provide the exact specifications of everything, especially if they also want an artistic element. Personally I'd considered it part of the made-by hand process, but clearly your customer thought differently. In the end though you've learned one more thing that you should communicate with the customers and which will improve your future commissions.

Originally Posted by karkarta

I know it is a bad situation, and you may have to swallow several hundred dollars as a loss

I don't think you need to take that much (or any) loss. If you list it for sale as it is I am sure that for somebody else this shape will be a plus, not a minus. All I am saying is that you didn't view the razor as imperfect and many others will share your view, so do not hesitate to offer it for sale.

So.

Um.

Does this mean that razor is back on the market?
(Where does this line start for possible buyers?)


C utz

Considering Joe's enormous talent, I can only say that any 5/8, 6/8 or 7/8 or whatever width that he would make would have to be that same width across the blade and done beautifully. I wouldn't care if it was a Maestro, Zowada or a Robert or even a store bought, I would expect the same. If the blade was visably wider at one end, I know neither the maker or the customer would be satisified and keeping a razor like that would only be a sore over time. I definitely think Joe is doing the right thing. My hat goes off to the artist. Looks like it's sold to Chris in any case.......

Lynn

Guys, all I can say is thank you. I didn't post this to elicit sympathy. Really, I guess I posted it to both warn about what can happen when making razors, and to state my philosophy of customer service. Not everything always goes to plan. I'm just really grateful for the patience of the buyer. After talking to him in greater detail, he was pleased with the razor, except for that one thing, and I think I can fix it anyway. The positive comments and reassurance just makes me love this hobby and this group more than ever, and makes me more determined than ever to live up to expectations (my own, more than anyone elses')

I'm just going to chip in here with a thumbs up. I've been in similar situations- albeit in IT consulting- where the client didn't get exactly what they wanted or perhaps I made a mistake in estimates. It usually ended up with huge losses, but I built a reputation that couldn't be bought. As a result, I have not had one dissatisfied client in quite a few years.

It makes me all warm and fuzzy inside to know that I rub elbows with like-minded businessmen.

Originally Posted by Quick Orange

I'm just going to chip in here with a thumbs up. I've been in similar situations- albeit in IT consulting- where the client didn't get exactly what they wanted or perhaps I made a mistake in estimates. It usually ended up with huge losses, but I built a reputation that couldn't be bought. As a result, I have not had one dissatisfied client in quite a few years.

It makes me all warm and fuzzy inside to know that I rub elbows with like-minded businessmen.

Agreed 100%

It really is about reputation....and as Quick noted regarding IT...there may be some losses involved, but when a client turns to you over their own employees and asks if they are doing the right thing, it is a great feeling and that kind of trust cannot be purchased. It is customer service. Not happy, not right, not what you wanted? Let's make it right!

My hat's off to Joe...he understands what customer service is about...and that is something severely lacking in the US today. I remember good customer service and tell everyone I know...and I remember bad customer service and do the same.



Greg