Ease of communicating with custom makers?

A note - email is not 100% reliable - I have had it happen too often that either I did not receive an email or vice versa - when I return an email if I don't receive an answer back within the week I try to either send another or call (usually call as then I know for sure)........

And communication works both ways - I answer many emails every week to prospective clients (usually within 48 hours, but at times it may take a week which IMO is within reason, especially for smaller concerns which may not have others helping out with such things), all of which take precious time away from my shop time, and at least 80% of the time I NEVER receive a return reply - many of these requests only give their email address so I'm never really sure if they got my answer even after sending a second time - so IMO it's also a good idea that when you don't receive a timely answer double check, best is by phone, again just to make sure...and PLEASE even if you're not interested in going further with an order drop a quick line back and let the maker know thanks but no thanks, etc.

FWIW - I spent 17 years in small business mgmt and IT work (one company did $6 mil a year in revenue so not so small) along with running my own business for the last 15 years (8 of those full time).........
 
Oh so true........

when I came back from Blade I had a big problem with my email

finally figured out the Norton Antivirus was stripping all my outgoing emails!!!:(

I would suggest emailing anyone who doesnt answer in a day a least once more to make sure they are getting it.

I have had emails show up in my INBOX that were dated weeks earlier

and I have noticed, posted below, that the Brazilian website has been down due to a lightning strike..............:o

and Holger........I have a flag next to your order..........honest!!!!!! :)
 
tom mayo said:
....and Holger........I have a flag next to your order..........honest!!!!!! :)
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ROFLMAO! :D

No problem, Tom! I could send you another one of those 'special' SAK's as encouragement. ;) Actually, YOU are one of the first makers I thought of when I started that rant. EVERY email I have sent you over the years (right from the first one) has received an immediate response. :thumbup:
 
I check my email at least 3 times per day (unless I am gone for a couple of days to a show or hammer-in).

While email is not a perfect communications solution, it is probably the best we have in today's "Electronic Age". Email has the potential of being so much more precise in effective communications. If a potential customer contacts me about a certain style knife, he/she can email me a written description, a sketch, or even a photo of a knife that is similar to their wants. Can't do that well with a phone (even the photo phones are limited in their current capabilities).

It is very important to me to communicate effectively with my customers/potential customers. Phone calls can be effective to a point by getting to know your customers on a somewhat personal level by talking "shop".

We must take advantage of all communication venues and utilize it to the utmost.

I realize that it takes time away from production, but without talking to our prospective customers, I think that our sales would suffer greatly.

Now you have my 2 1/2 cents worth.

Robert
 
Great topic, Holger!

1. Communication between maker and collector/client/customer is absolutely essential to a good and happy outcome, and needs to be clear.

I would say it is best for the customer to have an idea of what to expect from the overall experience by asking a lot of questions, via e-mail or the telephone, with a written backup, either e-mail or an old fashioned letter.

Pertinent questions would be:

a. Are you interested in this project?
b. What materials have you worked with/would you like to work with?
c. How much will my knife cost(roughly) with the options that we have discussed?
d. When do you think it will be ready?
e. What is the best way to communicate with you?
f. What is your guarantee/warranty?

By asking b) you open up the door to some unexpected results, such as Keith Montgomery's experience with Bruce Bump forging S30v.

2. IF the expected date for the knife(ALWAYS let the maker say when it will be ready unless it is for a special event, and if it is, then say it, write it and repeat it!) is over 6 months, stay loose!

Stuff happens, we all know. Be patient but persistent. IF someone just died or got born that is close to the maker, leave some space, but if 6 months rolls into a year, unless the maker is in traction or serving in the Sandbox, it would be prudent to step up the communication to a regular routine (once a month?).

3. Pricing can be a sticky issue when you are dealing with far off delivery dates. I request a price range from a maker. I expect to get tagged for the high end of the range, but am usually charged around the middle. A range is fair to both maker and customer, allowing for the vagaries of cost in the various supply chains.

4. Never, ever pay for a knife in full before it is completed, and if a deposit is requested,(I don't like any more than $100.00) what is it for? It is a reasonable question.

5. When you send final payment for the knife, include a note thanking the maker, confirming your address, and any special instructions. When you get the knife, call the maker, and tell them what you think, even if you have some questions. If you use the knife, and make some observations, share them with the maker via e-mail, or a follow up telephone call. Makers like feedback, and they FOR SURE like to know that their knives are being used.

Since I developed this thought process around commissioning knives, I have been told "not interested" by one maker, have had great luck with most makers, and had to wait 3 years for one, when I was told it would be 18 months. This was due to 2 serious hurricanes, maker lives in Florida. I HAD to have a knife from this maker, so the wait time, from my end, was "however long it takes". This is with a steady rate of about 10 custom orders per year for the last 6 years.

Best Regards,

STeven Garsson
 
tom mayo said:
I would suggest emailing anyone who doesnt answer in a day a least once more to make sure they are getting it.

I have had emails show up in my INBOX that were dated weeks earlier
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I've not only had emails show up late, but also have had my emails come back weeks later as not deliverable.
Before writing anyone off try a second email or if possible pick up the phone. I have had great conversations with people while running the mill or doing filework. Just a suggestion.
 
I agree with E-Mail being slightly less than perfect. In fact Roosko just experienced it with me. He sent me a note with pictures of a new knife for my approval and I never recieved it. I will normally follow-up an E-Mail that goes unanswered for more than a week, by presuming it got lost in the ether. Steven
 
If you are into Gene Ingrams knives, he is a great guy to communicate with ,
returns e-mails no loger than next day and super patient to boot !!!
 
Ive had same day responses from Strider, Busse, Graham brothers, Jefferson Spivey and Daniel Prentice, all of them very courteous and quick. I would expect this from somone you are going to fork over good money too, but the above mentioned people go out of their way to assist you.
 
There are without a doubt hundreds of makers that will respond as quickly as possible to emails. This is as it should be, as far as I am concerned. What I find hard to understand are those that advertise an email address and don't respond when you email them. Even if the maker gets back to me a month later, that's okay with me.

When I email someone I don't want to appear impatient so I will not send them a second email for a couple of weeks. However, I always send that second email. At that point I do not try to make further contact.
 
I gotta say THANKS!!!! to darkestthicket..... I appreciate the comment. What can I say.... even my wife says I can talk to a tree... but when someone says KNIFE.... it really gets me started.....

Besides, one of the things I like about knifemaking is the people.... Doesn't matter who and what..... but we all have the same problem ........ like an AA convention.... We All Love Knives.....

I seldom take more than a day to get back to someone, unless the Army has me all tied up..... and they slow my knifemaking and drinking down...

Daniel Prentice
 
Due to a short time period in the custom knifemaking arena, my pool of makers I have worked with is small. But, if my experiences with John White, Adam DesRosiers, Terry Primos and Don Hanson III are any indication, communication is not a problem at all. All were on top of things at all times. John White doesn't even have e-mail. He is proof we can still communicate without it.
 
I have been a member here for aprox. 2 weeks enjoying the site.

I have bought production knives in the past and for some reason started looking to buy custom made knives instead.

I sent out emails to many of the big names in the past year and never got a reply from the vast majority of them. If you look at there websites, most of them say they are not accepting any work for a year they are so booked up. The few that reply said it would take a year for them to make a knife for me. I find it very hard to be excited about a knife purchase that is going to take a year to arrive at my house. I choose to move on.

That's what I did! I found several custom knife makers of possibly lesser known status that answer email inquires and are will to make a knife from there gallery or adapt a knife to your interests. Also, congrats to the knifemakers on this BF site! The BF site and custom knifemakers on site has introduced me to many knifemakers I did not find in the past, nearly all of them have replied to an email and have time to make a knife now or within several months.

I have found great sheaths knifes in the last 2 weeks but having trouble finding custom made folding knives. I like Rick Hinderer, Mike Irie, Brad Duncan and Patrick Nihiser style of folder, please let me know if you have any links to good folders?

Cheers!
 
Spearz......

My good buddy makes some rocking folders.... Kim Breed..... yell at him....
btw... if you talk to him tell him to go pick up my medicine in the country !!!!!

You can find him at WWW.BWBLADEWORKS.COM or yell at me and I will pass his number along.

Daniel Prentice
 
orderd 2 customs aboot at the same time from 2 different guys-

guy (a) has had great comunication and kept me informed and recently sent pics of the progress-only bummer is i get the impression he likes it too much and wants it for himself-lol

guy(b) takes days and days to return email(sent 2 or 3 in 3 months) ,no contact about progress what so ever-but its a known thing and i did ask for some extra's-

guy (b) has a big name- guy (a) doesnt yet-he will though

i hope to have one in a few weeks at most-the other i have no idea-
 
I just had an issue with a potential customer......

spent days looking at blades through emails for them to explore what knife they wanted. He had a budget of a lower figure and was looking at a higher cost of blades. Even though they were more labor intensive I decided to let this guy have a shot at one of my blades by taking a little reduction.

I sent this guy a pic of a blade that I offered him in cable damascus of just over 6 inches long and he was "interested" but sent me pics of other knives. So after a portion of the day I decided to post it up on my notify list and in under 10 minutes it was sold. Now this original guy doesn't want anything from me when I told him I have a two month wait list on blades I do not have ready because of a wait list that I have.....

So what I am saying..... customers and makers both have problems. The most important thing is developing patience and have practical reasoning. You cannot please everyone..... but you can say thank you for your time and smile......

This is just what happened to me today
Daniel Prentice
 
spyken said:
Does Mr Emerson respond to emails via the info@emersonknives.com addy, any one know?
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It's certainly worth a try but somehow I doubt it, as several years ago I called Emerson Knives (I think in San Diego) and I spoke with one of several people operating his phone orders. As you know, he's gotten huge. Good luck!
 
Daniel Prentice said:
...So what I am saying..... customers and makers both have problems...
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Absolutely! I should have mentioned earlier that customers/collectors certainly are not exempt when it comes to lack of communication or manners. I have heard collectors at shows "negotiating" with makers over pricing that was downright insulting!
 
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