Mistakes.

Bill Martino

Bill Martino

Joined
Mar 5, 1999
Messages
34,096
We seem to be making our share of mistakes as of late and although I cannot justify any of them I can share some reasons with you for why they may be happening. The kamis have made us two inferior tangs in the past four months and being accustomed to no failures this has me very concerned and working hard on a fix. We lost a shipment that was sent May 14. Now another has disappeared which contained some special orders that customers have been waiting for too long. I am almost certain these have been lost, too, and we will have to start all over on these. We have been forced to resort to the highest priced method of shipping from Nepal -- UPS express air. Yangdu and I have shipped the wrong knife to two different customers and this caused a problem for everybody. I lost some of my email by accident so could not answer it.

Here is part of the problem. We are all trying to hurry and this is probably the biggest reason for the mistakes. Hurry leads to error. You know the adage, haste makes waste.

Additionally, I figured out that I have been at this screen everyday for the past 417 days without a single day off. I lost a very dear Nepali friend a couple of weeks back and this has taken its toll but it is not something that is appropriate to post so I keep it inside. I get maybe 200 telephone calls per week and about an equal number of email messages. I try to answer all the same day. Yangdu does not drive so I must run every errand that is to be run, both business and personal. I am nearly 66 years of age and take pain medication sometimes for spondylolisthesis which knocks me crazy and adds to my ulcers. I am not making excuses but rather sharing with you what I feel to be the reason for the mistakes. I try not to make any but I am imperfect. I will continue to do my very best and I hope that all of you will bear with me.

Uncle Bill
 
Uncle Bill I`m not a regular poster but I`ve been reading this forum and the one on KF before it daily since day one and I`ve enjoyed them very much. You strike me as being an honorable man who gives 110% all the time,you don`t need to make any excuses. I`m patiently waiting for the next shippment of villagers (hopefully there`ll be some big ones in there!
smile.gif
) and I for one certainly wouldn`t mind waiting a few days longer to get if if it means you don`t have to run yourself ragged. I suspect the other here probably feel the same. You sell a great product at a very reasonable price and your service is second to none. IMHO you don`t have to knock yourself out,just do things at your own pace. Marcus
 
Thanks Marcus. This is what Yangdu and a lot of others tell me but I feel a great resonsibility to our customers and to the folks back in Nepal, too.

Another old saying which by now you know I am fond of quoting, "a job worth doing is worth doing well." I try.

Uncle Bill
 
Bill, my friend, you are overworked and need a much deserved vacation away from work of any kind. I hope you can do this.

You have been making an extraordinary effort. This forum show clear evidence of your hard work.

I hope you can find some way to get away from the stress and get some R & R.
 
What I could use, Bob, is some help but there is none around qualified to answer all the questions about khukuris that come this way.
But thanks for good advice and kind words.

Uncle Bill
 
Everybody makes mistakes, what is done about them is more important.

As far as I can see every effort has been made to rectify the recent tang failures and shipping errors.

H.I. is still outstanding.

Will
 
Bill,

I second what Wll said. I also think it's not a bad idea to take time off here and there. I was up in Maine when I heard a bakery announced to it's "dear customers" that it will be closed for two weeks to give the employees a rest. My sense is that they probably bust their chops providing a good service to their customers the rest of the year. Why not take time and retreat, rejuvenate. Post in advance, leave a message on a machine. Both of you deserve it.

sing
 
:
Everyone needs a vacation now and then.
I had the pleasure of working in a shop in So.Cal. that closed down for two weeks every year for the first two weeks of July. For the ones that had been there ten years or longer,they had the option of another weeks pay or a week off when they wanted it.

They had done that long enough for all thier vendors and customers to make arrangements to prepare for it.
I didn't like it at first,but it had its advantages. You always knew when your vacation was going to be. You always knew that you would be getting your yearly raise at that time and before the vacation started so that you would have a litte extra money.
It was the best shop I have ever worked at.

Perhaps you could do the same thing.
At least take a week off at the same time every year.Even a weekend now and then.

I know all about the pain meds and trying to do things. Barb has had to take over the paper work.

You need a break Uncle Bill even if it is shutting off the computer for a few days. Yep,you would be missed,but it may keep you hanging around here with us for a while longer and I think everyone would like that.
As far as I am concerned H.I. and you are the place to get Kuhkuris and Kuhkuri information from. When you are gone I doubt that I will buy anymore.


------------------


>>>>---¥vsa---->®
The civilized man sleeps behind locked doors in the city while the naked savage sleeps (with a knife) in a open hut in the jungle.
 
HI Bill,

I would like to extend my condolences on the passing of your friend.
Kindly send my regards to Yangdu and take care of yourself. Evidently, business is booming at Himalayan Imports Central and rightly so, as fine khukuris and the Martino "personal touch", both on our Forum and in your business dealings are keeping you and the better half busy.
Pop an icy cold Heineken and realize we all appreciate your efforts.

Stay safe and all the best, Phil <----<
 
Uncle Bill, You need time off,Take it! You have mentioned more than once that you worry not only about your own health but that of the kamis as well.If you work nonstop for another 400 plus days you can't honestly think things are going to improve. You owe it to your self,your wife and your customers. I've very little contact with you but I like what I see and I'd hate to lose you because you thouhgt responsiblity came ahead of your health. I'm being a little selfish here because there are so many of your blades I want to get. Take some time off and get a fresh start.

------------------
Bill P
 
I am sincerely and deeply appreciateive of all the kindness shown here. I know you are all correct. I should take some time off but then I remember those back in Nepal who might well starve if I got lazy and I keep going.

Many thanks to all for your concern and consideration.

Uncle Bill
 
Hey, Unlce Bill...I don't even own an HI product, but the week I've spent on this forum I know that you are a good man and care a lot for your customers. Hell, you offered me a reject khukuri for nothing just because I can't afford a real one! Anyone who is that generous is doing the right thing. I know what it's like to have everything go wrong right at once, too. Believe me, I do. I'm going through that right now, in fact. There is a lot of truth to the old adage that "when it rains it pours". Luckily you have a support system that cares about you, and that's what matters. If you take timeoff or slow things down I highly doubt you will lose any business. Everyone is human, and sometimes the best thing is to take a step back, breathe in a deep cleansing breath, and drop off the face of the earth for a few days. Whatever your choice, we have a lot of folks here who will support it, so do what is right for yourself. Peace, Uncle.

------------------
My Custom Kydex Sheath pagehttp://www.geocities.com/CollegePark/Lab/1298/knifehome.html
Palmer College of Chiropractic
On Two Wheels
 
Bill,

Please take at least a week off. I am sure that we can all wait for your return. Also there are some folks out there who do know a fair amount. Maybe no one person knows all the answers but I am sure as a group many questions could be answered in you absence. Please do your health a favour and take some time off.

Regards,

Tom Carey
 
Uncle, I think you should take Tom's suggestion to take some time off. I just came back from a business trip in Arizona and surprised to find so much "happenings". With my short time in the forum, I am amazed already by the time and effort you spent on answering email, forum threads, and all the other business details with shipping, Nepal . . . . . etc. My first time shopping experience with you was very pleasant and have a feeling that you are someone who does what you love with integrity. Want to show my two cents of support.


------------------
Ron
 
Bill,

The path you are on is not an easy one, and the way is not always clear. I remember an anecdote, possibly apocryphal, about Mother Theresa. When a wealthy man came to see her to make a large contribution to her work, she told him not to worry about that, but to come and help her wash a poor man’s wounds. I may not be wise enough to understand why she gave up the money, but I suspect that in her clarity and focus she could see some things that many of us can not. The path is not clear, and the detritus of a clouded mind can make it difficult to find the way.

There is a lot of wisdom and excellent information in the forum posts of this last week. Some of it is in the most unexpected places.

I too think it would be profitable for you to take a vacation. But I do not think your vacation will be an easy one. You have some difficult questions to answer. I suspect that the answers may come from within. Kami also, on his side of the pond, may seek guidance in meditation and solitude. It is apparent that right livelihood is important for you, Yangdu, and Kami. Your goals are noble. Now it is a matter of using skillful means to achieve them.

Some starting points I am certain you have already considered.
Why the recent decline in the quality of some blades?
Why the mix-ups in distribution?
How does an old half-blind lama painting a thangka relate to this?
How does income balance against pride and honor for HI and for its workers? Which is more beneficial for the poor of Nepal?
Are the HI products priced appropriately?

Namaste, my friend.
 
Uncle,

Please take some rest. The forum will be ok for a while. With Rusty, Cliff, Will, and other regulars, most questions will be answered and the ones that cannot be, you can address up on your return.

Everyone appreciates all your efforts. I am sure I am not the first to ask "How does he do it?"

With higher levels of customer service, there are more opportunities for mistakes. You ship knives to people AT YOUR COST for them to examine and send back if it is not for them. This makes for more shipping and, I am sure confusion. If accidentally getting the wrong knife once in a while is the cost of this level of customer service, I have no problem with it.

Still, you need a break.

Thanks, Uncle, for all the great knives, all the great service, and for being such a friend to all us khukuri nuts.



------------------
Clay Fleischer
clay_fleischer@yahoo.com


 
You must log in or register to reply here.
Back
Top