It goes both ways folks

Mark Knapp

Mark Knapp

Joined
Dec 20, 2009
Messages
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I am writing this with some hesitation because it will likely cause me more negativity than anything positive that could come from it. It has to do with communication from the knife-makers and vendors point of view.

Many times we hear people complain on here that they contacted a knifemaker for a quote and the guy never returned a call or email. I always answer calls and emails that I get within a day or two. If I don't it's because there was a glitch in the system.

If you inquire with a maker for a quote, and he, or she takes time to answer all your questions, I urge you to at least let him know that you received the email. If his time frame, price, or ideas were not to your liking you could let him know but don't just blow it off. We don't know you got the email unless you tell us.

I'm not talking about anyone in particular here, this sort of thing happens all the time.

In my handle material business when I send out materials (usually the same or next day) I usually let people know when it ships, if some people don't receive their material in what they think is a timely manor I am sure to hear about it.

I don't expect it but a few of my favorite customers let me know when things arrive fast, in good shape and if they are happy.

I was going to relate a few of my "Customers From Hell" stories but I will spare you the agony.

It's a long way from Fairbanks to Hoboken and things don't get there in three days.

I'm just saying, a little bit of courtesy for the makers and vendors please.
 
Thanks, Mark. Glad you put it in words.
I've been asked countless times to describe a knife's details and pricing and how it was made, etc., for not so much as a "thank you" for my time.
Overall, things and people are fairly decent.
But there is that small minority that can wear a person pretty thin.
Simple everyday politeness, courtesy and manners go a long way.
And then, there are those who never learned, or think it doesn't apply to them.
 
Hey Mark, Great post. It occurs to me that I am one of your customers that does not let you know when handle material arrives. Sorry about that, buddy. all of our transactions have been so smooth (at least from my point of view) that it all seems almost automatic. It's really quite simple from my side: you post gorgous handle material, I break open the piggy bank and put Paypal to work and about a week later same beautiful material mysteriously arrives. With any luck, I get the mail and don't have to answer the "don't you have enought handle material" question. We all know there is no such thing as enough handle material, that would be as silly as too many knives! Anyway, I will do better at letting you know so ya don't worry yourself sick. See ya in Atlanta. Kevin
 
I am a bad one about remembering to say thank you.
I used to be a lot worse but I have gotten better about it in the last couple of years.
I have found that being grateful and saying thank you has a side effect.
Not only does it make the person that you say thanks to feel better and appreciated, it makes you feel better as well.
 
kdcknives said:
Hey Mark, Great post. It occurs to me that I am one of your customers that does not let you know when handle material arrives. Sorry about that, buddy. all of our transactions have been so smooth (at least from my point of view) that it all seems almost automatic. It's really quite simple from my side: you post gorgous handle material, I break open the piggy bank and put Paypal to work and about a week later same beautiful material mysteriously arrives. With any luck, I get the mail and don't have to answer the "don't you have enought handle material" question. We all know there is no such thing as enough handle material, that would be as silly as too many knives! Anyway, I will do better at letting you know so ya don't worry yourself sick. See ya in Atlanta. Kevin
Click to expand...

I appreciate the guys that do but I don't have any heart ache if you don't. We're good.

I was talking more about the real bad customers, the ones I wouldn't even wish on Chuck or Larry :D:D Boy do I have some stories.
 
Thank you for posting this Mark. I hate not getting any kind of response via email for a very practical reason... I have a helluva time with emails getting sent to other folk's SPAM folders so I never know if the person thinks my prices are nuts or if they simply didn't get the email. I remember the days when I never used to question where an email was going, but these days it's sometimes like throwing dice. Especially if I have a picture attached.
 
Thanks Mark. I am in an internet-required business as well, and I understand how often a simple communique can tarnish or confuse things.

In almost every communication with a client or a dialog with a potential client, I add these four words: "Let me know, please."

That is my query back to them to fulfill the closure of our conversation. It's incredible that I have to follow up, but how often I do.

Many clients 'get it' and come right back to me and we both move along to the next bullet point on our to-do lists. Others, not so much.

(I had a potential new photographer ask me start up questions and tech things. I wrote a detailed page with links and tips. After three weeks I emailed back asking if they got my note? Only then did I get a "Oh, I've been so busy I forgot to respond. Yes, I did. Thanks.) Oooohhhh kayyy.

Yes, it's a faced paced world, but a short, REALLY short acknowledgment, goes a million miles.

Coop
 
Any supplier who has spent time acquiring an online persona and reputation puts a very high value on same.

Negative feedback of any kind can be injurious to that reputation, whether it is warranted or not. I spend at least two hours daily online processing questions and answering e-mail. It is time well spent; it can either add to or subtract from your reputation.

When an order comes in I respond, thanking them for their order, and sending them an order confirmation and note on how I'll ship and when; which is next day unless its Sunday. When the order is shipped the customer gets a follow up e-mail letting them know their order is in the mail.
The last line of this e-mail states: "If you have any questions or comments please e-mail me or you can reach me by phone @ 866-325-xxxx.

Even if a supplier or service provider does everything in his power to make a transaction a positive experience; things do and will go wrong. When this happens the best possible avenue to take comes about through communication.

Fred
 
Amen. Common courtesy. It shouldn't just be about complaints. And one shouldn't assume that your email(s) were seen, much less read. We should give each other the benefit of the doubt ... or maybe even more, i.e. assume the best of each other unless proven otherwise. I've had very positive experiences from the knife-makers I've dealt with. We should remember to post the good ... not just the "bad."
 
Yep, Mark, you're right, it goes both ways. I sure am glad you started this thread because it just made me remember an order I placed that has not been acknowledged, that the payment I made has not been acknowledged and the delivery that was stated has not been acccomplished.

I'm not going to name any names and will never say what this is all about, but it's a perfect example (I would bet money on it) of how none of us is perfect. I know in my heart that he forgot something along the line - or I did, so we are probably both to blame for lack of communication. We are both knife people, so I know it will resolve simply. Also a good example, probably, of a situation that may have snowballed. Who knows?

In any case, this thread made me remember I am waiting on something. My lips are sealed, he's one of the good guys!

Best,

Bob
 
betzner said:
Yep, Mark, you're right, it goes both ways. I sure am glad you started this thread because it just made me remember an order I placed that has not been acknowledged, that the payment I made has not been acknowledged and the delivery that was stated has not been acccomplished.

I'm not going to name any names and will never say what this is all about, but it's a perfect example (I would bet money on it) of how none of us is perfect. I know in my heart that he forgot something along the line - or I did, so we are probably both to blame for lack of communication. We are both knife people, so I know it will resolve simply. Also a good example, probably, of a situation that may have snowballed. Who knows?

In any case, this thread made me remember I am waiting on something. My lips are sealed, he's one of the good guys!

Best,

Bob
Click to expand...

OH my gosh, it wasn't me was it. I remember you contacting me for something but I thought I took care of it. I'm pretty sure I did.:D
 
Mark Knapp said:
OH my gosh, it wasn't me was it. I remember you contacting me for something but I thought I took care of it. I'm pretty sure I did.:D
Click to expand...

Hahaha, no Mark, absolutely not you! But I thought this rather fit into the thread quite nicely. It's just someone who has more than likely forgotten about the order, and I am not worrried one little bit about it. It almost assuredly falls into the category of a simple, "I forgot", a trap only the 'perfect" of us don't fall into now and then.

So from a customer's perspective, it's always important to also give the benefit of the doubt and, as someone said before, exercising common courtesy no matter what. An easy formula. And no way would I say who this was, because if I were on the other end of it, I wouldn't want someone putting my name out there either.

Best,

Bob
 
My favorites are the emails that go like this.


First: No introduction

Second. I have this knife....

Can you tell me who made it

How many were made.

What are the materials.

How much is this knife worth.

Do you know someone who will buy it.

Third: No thank you...no nothing.

Im sure they think I a jerk because I didn't answer their questions.

I did get one guy who sent a follow up email. He asked "Did you get my email". I responded "Yes". :D
 
Thanks everyone for backing me up. I knew I wasn't the only one getting the "falling off the face of the earth" emails
 
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