Emerson on Emails

E

Ernest Emerson

Joined
Apr 5, 1999
Messages
460
Dear Members,

I have recently read a post here from a gentleman concerning my lack of response to his emails. First of all as some of you have already concluded, we get a lot of emails. Honestly, several hundred a week, and I'm not including the spam and Viagra specials.

Answering the emails is a full time job for one of our staff just regarding orders and related business inquiries.

We also get a lot of general email that are thank yous, testimonials, greetings, anecdotes, media interviews and yes, questions about our products.

A lot of the latter are directed at me. Now, bear in mind that I run several aspects of our several businesses, make and build all the custom knives, write for various media, give lectures to schools, businesses and various groups, teach hand to hand combat, train every day, coach my son's little league team, and discharge all the other duties that a husband and a father are responsible for. I start at 0430 hrs and hit the rack at 1100 hrs. And yes, I still answer emails.

However, some of the emails don't get answered because I work on a triage principle. Some of the emails are huge, spanning several pages and asking sometimes dozens of questions. Guess where that email ends up? Sorry but that's the way it is.

Some of the emails are short and maybe ask just one question. "Why did you start making knives?" Or, "Why do you use a chisel grind? Even though it's only one question, it still would take too much for me to address. Now before everyone starts telling me it's my duty to answer these "legitimate" questions let's look at how this can go;

"There's rust on my knife. Why is my knife rusting?" My actual, reality answer is this; I don't know. But, I can't be so short or I'm just an asshole. The reality is though, I don't know. I don't know what you use your knife for. I don't know what your personal PH is. I don't know if you expose the knife to acidic environments. I don't know if you bother to clean your knife. So I have to write an email back asking a lot of these questions. Then I get another email back with more info and more questions. So I need to respond to those also since I'm now engaged in a dialogue etc. etc. etc. back and forth. And then, sometimes after all the discourse, I find out that it's a fourteen year old kid on the other end. I'm not down on fourteen year olds, mind you, it's just that he's got a lot more time for email conversations than I do. And yes he's also a customer, but most of the time when it comes to these young knife enthusiasts the $200+ knives were purchased for them and not by them.

But I digress.

I could spend several hours a day answering the various emails that are addressed to me but that's not going to happen. Especially when a lot of those same questions are covered in our FAQ section, which we are expanding.

We are still a family run business. We are fighting a hard battle everyday to keep our product 100% made right here in California and the USA. That alone would be an all consuming endeavor for most. Those of you who have your own businesses know of what I speak. We are not one of those other companies where you think you're talking to the president or owner and you're really not.

And before any of the business "experts" out there start chastising me about how to run a business and that it's my responsibility to hire staff to discharge the necessities of addressing each and every email inquiry about me, my business or my products I will say this. We are doing just fine, our business is growing, and our demand is growing. And, in spite of my lack of business acumen I am still at times invited to talk at the business schools of a few universities, and there are some good ones here in Southern California. I have been approached recently about writing a book about the business of successful Entrepreneurship and the ingredients for success in the American business environment. So maybe we're doing something right.

In regard to the emails I answer and the emails that I don't, it's my call, right or wrong. Don't take it personal. But, I might add, if you do get an answer that has my name on it, I wrote it and it's from me, not some staffer who just signs my name on the emails that he is answering on my behalf.

My Best Regards,

Ernest R. Emerson
 
Relative noob here, got my first Commander about 8 years ago, now own several more of your knives. I appreciate that the owner of the company takes the time to post here and let us know the ins and outs of your business.

I work at a local gunshop, mom & pop owned, with 13 employees, and we all do whatever it takes to keep the place going and customers happy. Ain't always easy, but nothing rewarding is.

Thanks for all you do for your customers.
 
Ernest Emerson said:
And before any of the business "experts" out there start chastising me about how to run a business and that it's my responsibility to hire staff to discharge the necessities of addressing each and every email inquiry about me, my business or my products I will say this. We are doing just fine, our business is growing, and our demand is growing. And, in spite of my lack of business acumen I am still at times invited to talk at the business schools of a few universities, and there are some good ones here in Southern California. I have been approached recently about writing a book about the business of successful Entrepreneurship and the ingredients for success in the American business environment. So maybe we're doing something right.
Click to expand...
Just curious, which particular SoCal schools have approached you for talks?
 
You might have your staff member who handles emails copy paste a set response with a link to the FAQ. At least it would be a response. I worked in a fairly small insurance office. I handled all the emails and phone calls; there were 2 phone lines. I also had to help people who came in. I spent probably half of my day answering emails and phone calls, listening to voice mail and trying to respond to people who left messages. I can imagine that a larger business with a much, much larger client base would be even worse for your poor employee. Having worked in a situation like that I know that the bottom line is without additional help there's no possible way every email and phone call can get answered. A "form letter" email with a link to the FAQ would save your employee time when s/he gets a question that's already addressed in the FAQ.
 
Ernest Emerson said:
Dear Members,

I have recently read a post here from a gentleman concerning my lack of response to his emails. First of all as some of you have already concluded, we get a lot of emails. Honestly, several hundred a week, and I'm not including the spam and Viagra specials.

Answering the emails is a full time job for one of our staff just regarding orders and related business inquiries.

We also get a lot of general email that are thank yous, testimonials, greetings, anecdotes, media interviews and yes, questions about our products.

A lot of the latter are directed at me. Now, bear in mind that I run several aspects of our several businesses, make and build all the custom knives, write for various media, give lectures to schools, businesses and various groups, teach hand to hand combat, train every day, coach my son's little league team, and discharge all the other duties that a husband and a father are responsible for. I start at 0430 hrs and hit the rack at 1100 hrs. And yes, I still answer emails.

However, some of the emails don't get answered because I work on a triage principle. Some of the emails are huge, spanning several pages and asking sometimes dozens of questions. Guess where that email ends up? Sorry but that's the way it is.

Some of the emails are short and maybe ask just one question. "Why did you start making knives?" Or, "Why do you use a chisel grind? Even though it's only one question, it still would take too much for me to address. Now before everyone starts telling me it's my duty to answer these "legitimate" questions let's look at how this can go;

"There's rust on my knife. Why is my knife rusting?" My actual, reality answer is this; I don't know. But, I can't be so short or I'm just an asshole. The reality is though, I don't know. I don't know what you use your knife for. I don't know what your personal PH is. I don't know if you expose the knife to acidic environments. I don't know if you bother to clean your knife. So I have to write an email back asking a lot of these questions. Then I get another email back with more info and more questions. So I need to respond to those also since I'm now engaged in a dialogue etc. etc. etc. back and forth. And then, sometimes after all the discourse, I find out that it's a fourteen year old kid on the other end. I'm not down on fourteen year olds, mind you, it's just that he's got a lot more time for email conversations than I do. And yes he's also a customer, but most of the time when it comes to these young knife enthusiasts the $200+ knives were purchased for them and not by them.

But I digress.

I could spend several hours a day answering the various emails that are addressed to me but that's not going to happen. Especially when a lot of those same questions are covered in our FAQ section, which we are expanding.

We are still a family run business. We are fighting a hard battle everyday to keep our product 100% made right here in California and the USA. That alone would be an all consuming endeavor for most. Those of you who have your own businesses know of what I speak. We are not one of those other companies where you think you're talking to the president or owner and you're really not.

And before any of the business "experts" out there start chastising me about how to run a business and that it's my responsibility to hire staff to discharge the necessities of addressing each and every email inquiry about me, my business or my products I will say this. We are doing just fine, our business is growing, and our demand is growing. And, in spite of my lack of business acumen I am still at times invited to talk at the business schools of a few universities, and there are some good ones here in Southern California. I have been approached recently about writing a book about the business of successful Entrepreneurship and the ingredients for success in the American business environment. So maybe we're doing something right.

In regard to the emails I answer and the emails that I don't, it's my call, right or wrong. Don't take it personal. But, I might add, if you do get an answer that has my name on it, I wrote it and it's from me, not some staffer who just signs my name on the emails that he is answering on my behalf.

My Best Regards,

Ernest R. Emerson
Click to expand...

Two thumbs up on this one from me.
 
I applaud Ernie-- he really didn't have to respond to this one. The guy's message was simply a long suggestion/complaint. There is nothing to be answered in getting back to him; you simply read the message take note and move on.

(I think this is also the reason why the guy didn't want to call-- it's not something you say over the phone.)
 
I'm glad you took some of your time to come and answer this here Ernest - I can understand as regard the full time job that answering emails really is. Overall I hear you. I would've liked to get some responses, but that's ok if you don't address them.

Thanks
 
Ernest, if you happen to have time to, I'd like for you to answer this :

What happens when a liner lock has moved all the way across the blade tang on anyone one of your knives ? Does it develop vertical blade play ? I'm in Canada and sending any of my EKI in for maintenance can be problematic for a few reasons and somewhat costly - my point is, at the price point, I shouldn't have to worry about any maintenance.

Thank you.
 
It's a mechanical device, it will need maintenance sooner or later (unless I'm missing something).
 
chipdouglas said:
Ernest, if you happen to have time to, I'd like for you to answer this :

What happens when a liner lock has moved all the way across the blade tang on anyone one of your knives ? Does it develop vertical blade play ? I'm in Canada and sending any of my EKI in for maintenance can be problematic for a few reasons and somewhat costly - my point is, at the price point, I shouldn't have to worry about any maintenance.

Thank you.
Click to expand...

You send it in. The premium you pay for these knives is the lifetime no question warranty work. You can pay $500 on a liner lock and still face the same question; the answer is the same. You send it in.
 
IGotStabbed said:
You send it in. The premium you pay for these knives is the lifetime no question warranty work. You can pay $500 on a liner lock and still face the same question; the answer is the same. You send it in.
Click to expand...

I understand what you're saying, but I have yet to hear of someone complaining about the lock bar on a Spyderco military having traveled all the way across the blade tang - that's the point I want to make - perhaps, I'm mistaken ?
 
As always,thanks to the Emerson clan for taking care of us. You've saved more of us than you know. For every printed testimonial, there are more that haven't been written. Sometimes it just a quick thank you that you had an Emerson on you. Don't worry about my emails, just do what you do best. Thank you
 
chipdouglas said:
I understand what you're saying, but I have yet to hear of someone complaining about the lock bar on a Spyderco military having traveled all the way across the blade tang - that's the point I want to make - perhaps, I'm mistaken ?
Click to expand...

Here we go! This is the Emerson sub-forum, not Spyderco. I don't wanna come across as a dbag but Spyderco's warranty isn't as liberal as Emerson's. If your lock bar traveled all they way over, send it in. Or, take it apart, and look at it yourself, do that to your Spyderco Military... and they void your warranty.
 
Anyways, Emerson really is a stand up guy, and he backs his knives 100%. The mini horseman I EDC has been in my pocket longer than any knife in my rotation, and will be there for a while.
 
Emerson knives are doing something right. Keep up the great work Ernie.

chipdouglas said:
I understand what you're saying, but I have yet to hear of someone complaining about the lock bar on a Spyderco military having traveled all the way across the blade tang - that's the point I want to make - perhaps, I'm mistaken ?
Click to expand...

How about you sell your knife then and get a Spyderco Military.
 
Linerlocks can travel eventually all the way over and hit the opposite liner. At that point, they need to be adjusted. Do it yourself or send it in.

There is no other answer.
Same situation for any company.
 
chipdouglas said:
I understand what you're saying, but I have yet to hear of someone complaining about the lock bar on a Spyderco military having traveled all the way across the blade tang - that's the point I want to make - perhaps, I'm mistaken ?
Click to expand...

You can't possibly know how many people that own a Spyderco Military have/have had a problem with the lock bar in that knife. Hence your phrase is just pure speculation based on zero facts. By the way, go to the Spyderco section of this forum and see if there are any threads about issues with Spyderco knives. Well, I can save you some time here: yes there are. And that's absolutely normal, I can't imagine any manufacturer never ever having any problem with their knives (do note that my collection is made up of about 50% Spyderco knives. I am not biased against them AT ALL. Yes, I do own a Military too, a black coated blade w/ camo handles. It's a great knife, imo).

Then, what are you trying to achieve when you bring in the conversation a knife from another competitor in the EMERSON forum? 1) It's completely irrelevant + not related to the problem with your knife 2) I hope you are not hoping to receive any comment from someone from Emerson about Spyderco knives + the quality of their liner locks and/or how it relates to Emerson products? Never gonna happen (and rightfully so, might I add).

Writing walls of text (like you did in the other thread you started about this) won't help the lock bar of your knife: sending it in for repair will. If that's something that you don't want to do, just sell it and get yourself something else (yes, like a Spyderco Military for example or splurge and get yourself a Sebenza). Problem solved.
 
chipdouglas said:
Ernest, if you happen to have time to, I'd like for you to answer this :

What happens when a liner lock has moved all the way across the blade tang on anyone one of your knives ? Does it develop vertical blade play ? I'm in Canada and sending any of my EKI in for maintenance can be problematic for a few reasons and somewhat costly - my point is, at the price point, I shouldn't have to worry about any maintenance.

Thank you.
Click to expand...

Pleasse don't embarras canadian Emerson customers. No matter which folding knife you buy, eventually you're going to have to send it in for manufacturer's servicing. If you're not comfortable sending your USA made knives across the border, why not just buy a canadian made knife?

Looks like it's your lucky day: http://www.ckg.org/2012/01/25/2012-guildshow-dates/

Lots of canadians own Emerson knives and have been satisfied with Emerson's service.
 
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