Customer Service Failing and Response

Andy, you are a class act. I've ordered from you, changed my mind, had email conversations with you, bought your knives off the exchange and one thing keeps coming to the fore: you give a damn. About your customers, your family, your products, and your apprentices. THANK YOU!
 
Ok, I've responded to this thread once and something has been eating at me ever since. At first I couldn't figure out what it was, but just came to the realization and feel compelled to share.

To date, I have purchased 5 or 6 knives from Andy. All were smooth transactions, just like the ones that had come before. I know, as most of the rest of you do, that Fiddleck Friday comes around with the frenzy of a catfish farm on feeding day. We jump on what we can, forking out a fair price for a great knife! We do this, knowing that Andy ships late the following week and check the mailbox, dutifully, each day until the box with the brown paper and jute twine comes in.

Now the ONLY issue that I have ever had, and it was miniscule enough to take a couple of days to remember, was an incorrect sheath. I had jumped on a knife, I believe that it was a KE Bushie or Ladyfinger, and had the option of the older Bandito sheath, or a Heber bent piece for $10.00 more. I opted for the Heber sheath, as he was just getting on the forum as a maker and thought I would like to give it a shot. I actuall received one of the older sheaths. I contacted Andy, who apologized for the error and said that he would be more than happy to swap out and apologized again. Well, truthfully, I never got around to sending the other sheath in and didn't concern myself as I do leatherwork also, and am just lazy about clothing my own knives that already have leather.

My point, my only customer service based experience with Andy was handled as well as anyone could have asked for, and I have bought knives since! One of which was a piece that was available, then promised, then available again. Andy worked with me (by phone from, I believe, his daughters softball game) until I had this knife in hand!

While this original complaint may have it's own validity, my experiences have been nothing but great! KEEP IT UP ANDY!!!

DD
 
Yea, it sucks that I can't order the knife of my dreams from Andy and get it in a week or two!!

If you don't like what people do, step away! "Jedem das seine"

Now let's go back to work Andy and the rest of us let's go back to admire his work and snatch a dream knife eventually!
 
Andy,

First off, you were not wrong in turning this customer's request away.

Bravo to you for sharing this. A lot of business people would try their darndest to sweep something like this under the rug. The fact that you shared it with us is a true testament to your character as a person and a business operator.

In addition, let me tell you that I am a professional with 17 years in customer service, and oftentimes, I've found myself in situations where I have to say NO to a customer if it means the best interests for the business.

Please read post #22 on this thread. I cannot explain it better myself. But please know, Andy, that your business model is sound, and if you said yes to every request that came in your door, none of us would have any of your knives, and you wouldn't have the support or business that you do now. What you are doing WORKS. Don't change a thing.

http://www.bladeforums.com/forums/showthread.php/600293-Custom-Knife-Orders-Some-Thoughts/page2

JGON
 
All of my "customer service" dealings with Andy have been nothing but a sheer pleasure. I think it's a tough thing...making everyone happy with everything in todays society can sometimes just be an outright pickle. Either way, Andy is a top notch craftsman and person. We live and we learn through our experiences.
 
You must log in or register to reply here.
Back
Top