Question for Sal

[fudo]

Hi Sal;
My question is this, I have noticed that the questions asked of Spyderco on this forum are much more technical and detail oriented than questions asked on other forums.
It seems that Spyderco fans hold Spyderco to a higher standard of quality of construction and materials than do fans of other brands (who shall remain nameless), who will buy anything put out by that other brand(s) just because of the name on the side.
Does this ever bother you, and what do you think about this?

 

[fudo]

bttt......

 

[Sal Glesser]

Hi Fudo,

Interesting question. Spyderco does seem to attract a "different" type of customer. A great deal of thought goes into each Spyderco design, build standards and subsequent improvement. Often, more thought is required to understand and appreciate what we do and why.

I would guess that the greater thought also provokes more detailed observation and questions. I think that Spyderco customers expect more?

Criticism, if listened to, often spurs improvement. We appreciate that our customers bother to take the time to let us know what they think.

It is sometimes "challenging", but better to be "challenged" than "bored". I would also guess that our honest response to customer Q's invites tougher Q's.

The majority of the general customer base, IMO, select their purchases by "eye". It "looks" good, it "looks" cool, I like the way it "looks". Clothing, cars, even mates. Selection done that way is simple. I "like" the way it "looks" or I don't.

Spyderco product designs are formed by function. Ergos and performance command more attention than "eye appeal". This also opens the door for greater scrutiny.

I believe that Spyderco customers are harder to satisfy. This has its "ups & downs" as well. But, it is the direction we have chosen to go, so I imagine we'll have to live with it.

Other brands have their "offerings". Each brand trying to "win" the customer that responds to their "offerings". The product or service provided is usually the results of the "culture" of the company.

Hope that helps.

sal

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

"We are all teachers and we are all students"

 

[Muppet]

I recently wrote to Spyderco about an idea I posted here for tweaking the Sharpmaker so it's less prone to eat knife points if you're a klutz...

A little time passed, and I got a nice email from Sal (thanks Sal!) explaining why it wouldn't work. Here's the thing - it sounded like they'd tried it, either now or at some point in the past, or at least taken a damn close look at the idea and figured out that it wouldn't work.

As a customer with ideas, that feels great! Thank you! Somebody actually put some thought, some technical thought, what's more, into looking at what I was saying. A company where random suggestions from unknown customers are worth thinking about.

I think that kind of dialog really encourages a community of people who don't just like to collect knives, or use knives, but who also like to think about knives, and that's basically what I've seen a lot of on this board. People working on design ideas, querying design decisions, and generally being a "community of practice" as they call these things in my day job ;-)

Good stuff,

Mup.

 

[fudo]

Thanks for the response, Sal.
I do believe that Spyderco customers hold Spyderco to a higher standard than do customers of many other companies. I think it would be somewhat aggravating to get my feet held to the fire on every detail while others get a constant free ride on the same issues.
I agree that your impressive level of interaction with your ELU's make a better product. Also, when customers feel like "part of the family" they build up emotional investment in the company and deep brand loyalty.

 

[redhawk44p]

Sals work to meet or exceed the ELUs expectations is appreciated. I went to a new Dicks Sporting Goods Store yesterday and they didn't carry Spydies. I protested the absence to a clerk. He said several other customers had requested Spydercos and he would make this known to the buyers.