Is the Customer Always Right?

[Kevin Jones]

David, the thread topic revolves around customer service.

Hi David.
After reading my post of last night, I realized I may have been a little abrupt with you. However I have noticed lately where some threads with very interesting and informative discussions were side-tracked never to return to subject by a few here going off on tangents unrelated to topic at hand.

 

[Kevin Jones]

In my 40 years experience in filling roles as customer, business owner and working for a major retailer, I have seen far too many instances of customers abusing and taking advantage of "the customer is always right" policies many companies have implemented. Among the most extreme being customers buying big screen TVs the week of the Super Bowl only to return them on Monday after their parties. These abuses ultimately end up raising the price all consumers pay for goods and services. So generally speaking I don’t believe “the customer is always right”.

Fortunately, knifemakers don’t have to implement and manage chain wide “customer service guarantee policies” the way big business has to, but have the advantage of working with their collectors/customers one on one to insure both maker and collector needs are met.

IMO, it’s not that either business or customer is always right, but that they find the middle ground where both are pleased with the transaction.

 

[bandaidman]

while the "customer is not always right" , and it is the perogative of any producer to refuse an order, it is the customer who has the resources (ie money) to complete a transaction.

only makers who do not need the income will be able to refuse orders

 

[bandaidman]

i would add the caveat that my comments apply to artistic or aesthetic matters

matters of conscience...ie using banned materials (like post ban ivory) or subjects that violate personal beliefs are a completely separate issue.

 

[Tim-Gabz]

As a buyer I have ideas that I take to a cutler. I enjoy feed back and learning from my mistakes. However I go to the cutler because of his reputation. If he has a mucked up pshyco-punk knife done for another client, I would not go near.

I now make knives and have made some humungous mistakes. Hard lessons should not need repeating for anyone.

 

[severedthumbs]

I have found through experiences in my profession that the customer is rarely, if ever, right.

 

[Kevin Jones]

I have found through experiences in my profession that the customer is rarely, if ever, right.

But can you consider patients customers?

 

[nikoknife48]

No the customer is not always right especially when they don't know what thier talking about and 2. You can't please people all of the time.

 

[ddd]

I'll keep it on track for a change, Kevin.

Here is part of what one collector wrote about his first contact
many years ago with Tim Hancock:

"....I noticed several points that spoke highly of this man, his
character, and his work ethic.
First, he would not accept a down payment. He had a return
policy. He guaranteed his work, if not abused, for his lifetime.
He guaranteed the knife would perform to my and his expectations.
What impressed me most was his providing a list of five or so
knifemakers whom, he felt, would be able to fill my needs should
I not choose him to do so...."

This was the beginning of a great relationship between the two,
and in Tim's book I displayed among others, 50 of this
collector's knives ALL of course MADE by Tim Hancock!!!

All the best,
David Darom (ddd)

 

[JParanee]

The customer is always right is, in fact, a retail based slogan.....but in our business the customer THINKS he or she knows what they want, many times has no idea it is impossible or at the very least impractical. None the less they believe they are right unitl they are convinced through dialog that an alternative would best suit them.

My personal take on this is simply, if there is any way in the world to accomplish what my customer wants...and at the same time NOT compromise my standards for what the item should turn out to be both funtionally and asthetically.

I just finished a commission and I was able to address six points my customer wanted, but I had to make a second attempt in order to meet those goals AND my personal standards. I would have ordinarily put the example knife pictured below in a blade sheath, and I did and I was not pleased with the outcome because of an ugly looking belt loop attachment so in the trash with it and then came a new design and plan B. My customer is pleased with plan B, having never seen the original. As far as I'm concerned out came out win-win.

Paul

Paul if everyone treated there customers like you the world would be a better place . You are to good to us and one of these days I am going to talk you into doing one of my dumb Ideas

 

[severedthumbs]

But can you consider patients customers?

I don't think they should be considered customers. But with the way healthcare is being run today, with insurance companies and politicians, its hard to not feel that way at times.

Sorry, back on topic now.

 

[Kevin Jones]

I'll keep it on track for a change, Kevin.

Here is part of what one collector wrote about his first contact
many years ago with Tim Hancock:

"....I noticed several points that spoke highly of this man, his
character, and his work ethic.
First, he would not accept a down payment. He had a return
policy. He guaranteed his work, if not abused, for his lifetime.
He guaranteed the knife would perform to my and his expectations.
What impressed me most was his providing a list of five or so
knifemakers whom, he felt, would be able to fill my needs should
I not choose him to do so...."

This was the beginning of a great relationship between the two,
and in Tim's book I displayed among others, 50 of this
collector's knives ALL of course MADE by Tim Hancock!!!

All the best,
David Darom (ddd)

Tim offers the definition of fine customer service in my opinion.

I don't think they should be considered customers. But with the way healthcare is being run today, with insurance companies and politicians, its hard to not feel that way at times.

Sorry, back on topic now.

You make a very good point severed. :thumbup:

 

[thombrogan]

The customer is always right, but occasionally may be misinformed. Or alternatively, the customer is always right, but not always right for you.

I like that one, Joe. When the customer is not right, he or she is not your customer. Maybe that means the customer should be doing business with someone more tolerant and understanding, maybe that means the customer should be doing business with someone whose skills are better suited for his or needs, and maybe that means the customer should be behind bars for trying to scam people, but that person is no longer your customer.

If he was still your customer, he'd be right.

 

[teacher]

I think the customer has every "right" to tell the custom maker exactly what he wants. [BUT, he lives with it happily when it is delivered..... IF indeed the maker agrees to make it exactly as requested.]

I also think the maker has every right to give the customer any and all suggestions pertaining to the knife he feels he should.

IF, they cannot come to agreement...... the maker has every right to refuse to make the knife.

 

[mmmotorcycle]

The customer is always right is, in fact, a retail based slogan.....but in our business the customer THINKS he or she knows what they want, many times has no idea it is impossible or at the very least impractical. None the less they believe they are right unitl they are convinced through dialog that an alternative would best suit them.

My personal take on this is simply, if there is any way in the world to accomplish what my customer wants...and at the same time NOT compromise my standards for what the item should turn out to be both funtionally and asthetically.

I just finished a commission and I was able to address six points my customer wanted, but I had to make a second attempt in order to meet those goals AND my personal standards. I would have ordinarily put the example knife pictured below in a blade sheath, and I did and I was not pleased with the outcome because of an ugly looking belt loop attachment so in the trash with it and then came a new design and plan B. My customer is pleased with plan B, having never seen the original. As far as I'm concerned out came out win-win.

Paul

As a collector who is just starting to really understand what sort of knives I love, I agree with your thoughts. Whenever I have asked a maker to make me a knife that was of my design I would only request they stay within certain dimensions. My philosophy is to give a knife maker a simple design such as a rendition of a Randall Model 5 and letting them work their magic anyway they see fit. Constantly I hear that they enjoyed having lots of wiggle room. This way, I get a knife I will love and the maker puts their soul into the knife and is not forced outside their comfort zone.

I also like thinking about it from the point of an architect (since I hope to become one). A collector is a client that may or may not understand what it is that they want. It is up to the architect (knifemaker) to figure out exactly what the client wants. I enjoy being a client; I look forward seeing what knifemakers will churn up for me in the future.

 

[tntbegg]

The customer has a right to think and want whatever they want. If it goes against Todd's idea of aesthetics then via communication and an exchange of ideas, the design can be altered to satisfy them both. If its a matter of a design flaw or construction fubar then Todd will dig his heels in and do his best to reeducate the customer. IMHO, ultimately, it doesn't matter if the customer is right or not in our line of work, because the final decision lies with the maker whether or not to accept the commission. If a maker accepts a commission for a knife he is not sold on himself 100%, then the fault lies with the maker...not the customer. There have been times we have had to decline an order due to an inability to reach an understanding both parties were satisfied with....in all of the cases, we referred the customer to three or four other makers who were better suited to deliver them what they wanted.

and finally....I am always right, as Todd well knows.

Tanya Begg