What's up with makers who don't respond to e-mails?

I've had the same experience with a couple makers. I just look at it as a bad sign and it shows me the person is inconsiderate. There are too many great makers that actually return emails to deal with A-Holes that don't have the decency to reply. Even if there's a backlog I appreciate the reply telling me.
 
on_the_edge said:
Like knives, you should use the right tool for the right job. Not that you would know this, but I can tell you e-mails are NOT the right way to get a hold of the Busse crew. The telephone is, and it has proven itself to me on several occasions. Did you have a "Plan B"?
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While I agree with you, I still see lots of internet tools (ordering, sites, info, forums, et al) being used successfully by Busse and their sister companies, so I doubt my email was accidentally missed 6+ times. I harbor no ill will, just relating my solution...move along, find someone who wants to engage, and give them my money instead.
 
I agree with Larrin. Span filters keep me from getting e mails, and I know of at least one custom maker that had my e mails end up in a spam folder. I just call him and get a friendly response every time. I think the phone is the way to go with most custom makers, though obviously there are some that have no issues with their e mails. If you get blown off on an e mail and a call then maybe you should be worried, but sometimes even makers go on vacation and may take a few days to get back to you.

Mike
 
Email is not always reliable. I always answer my email but I have had some get caught in the spam filters. I have probably accidentally deleted a couple too along with the dozen or so notices that I have inhertited millions that I get every day. I recently had a computer meltdown that wiped out ALL of my email correspondence and my address book. Things do happen.

If you don't get a repsonse try again or call.
 
Although the title of this thread is about makers responding (or not) to emails, I believe the communication issues with some makers goes beyond not responding to emails. Some simply fail at even basic communication. I have a couple of knives from makers here that I love but I'll never order a knife from again. There are too many good makers around here looking for customers for me to put myself in a position where I'll have to chase someone around for info. There are some makers here that can be difficult to get in touch with and being patient is a must but I feel this is different than making repeated attempts to contact a maker with no returned emails or phone calls.
 
lots of things can happen to cause problems with internet communications. The list is endless. Knife makers are people, some with other jobs and families.

Some may be talented makers and great people who are ignorant or incompetent when it comes to business. Not saying that is an excuse, just the way it is.


Call, check references, ask if they are full time or part time, ask about their backlog, send another email, and/or buy from someone else. It's called capitalism and eventually it all gets sorted out.
 
I've had similar experiences as the OP, and assumed there was likely a glitch of some sort in the email. BUT, I'm a little less than pleased to read about the exploits of one maker whom I'd love to own a knife from. He seems to have plenty of time to do lots of other things, but then is always posting how back-logged he is. And I do mean regularly posting these reasons why he's behind. To me, that's time management and while it bothers me to not get my
emails responded to, I'd be downright angry if I was actually on his waiting list. This has bothered me for the better part of a couple years, but I always felt if I approached the maker about it, or posted my issue on his forum, at the very least, there'd be zero chance of getting a knife from him and I'd likely be flamed. To me there is a difference between getting behind due to demand and just being a poor manager of time. I don't think knifemakers have to spend every waking moment in the shop, but there can't always be another reason not to be working.
 
flipe8 said:
I always felt if I approached the maker about it, or posted my issue on his forum, at the very least, there'd be zero chance of getting a knife from him and I'd likely be flamed. To me there is a difference between getting behind due to demand and just being a poor manager of time.
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Too bad your not running a "guess the maker" contest. ;) This one is easy. :barf:
 
I have a very simple rule: if they don't communicate, they don't get my business. If communication is too much for them, then other requests that I have of them will also likely be met with the same indifference. Interestingly, of the makers that have not replied, quite a few have subsequently gone out of business and/or have received bad feedback. Coincidence? I don't think so. I consider lack of reply to be an initial "red flag." YMMV

- Mark
 
I can think of a few reasons:


1 - the email came "blank"....devoid of info. I get emails on at least a weekly basis (sometimes daily!) that all they have are "Hey, where's my knife?". No name, not even a bladeforums name. Or worse...since I have 15 customers with the name "John"....they sign their email as "John".

2 - I don't answer emails that I don't have answers to. I hate saying "I'll get back to you as soon as I figure it out". I also hate saying "I don't know when it will be done". And I sometimes get some baffling requests....or repeat changes in orders that make my head swirl....sometimes I just gotta let the dust settle.

3 - I'm in the shop MWF for 8-10 hours each day. That may sound like a nice long day.....but by the time I set stuff out, set up machinery, chase down materials, etc....my actual "working" time is cut down by a fourth, and I could easily spend another fourth of my day answering emails. It may not seem like a big deal to someone who has a desk job and is at their computer most of the day to reply to an email...but I can't just sit down and reply randomly to emails. It has to be done in 'bursts'. When you're making knives you get into a 'groove'. If you constantly interrupt yourself, your work suffers. You need time to 'settle in' and the more time you can spend at the grinder continuously, the better work you do. It's a cumulative effect. I'm sure everybody here knows what it's like to start something over and over again. It's exhausting. On the flipside....starting something and then being able to finish it brings tremendous satisfaction.


I would worry less about a maker that doesn't respond, than I would a knifemaker that is unhappy at what he does.


Regarding phone calls....sometimes it is quite noisy in the shop, and I use 'earplugs' (to be honest, they are sound-isolating earbuds that allow me to listen to audiobooks). So, I don't always answer the phone. Sometimes I am up to my elbows in epoxy and literally cannot pick up. Sometimes I am in the middle of a high-concentration task and don't want to be interrupted by anything/anybody. So, while I do pick up as often as I can, it's about the same as emails for reliability.

I actually prefer emails as I have a 'paper trail' of information that I can find later.



I am just sharing my personal experience....other makers will have their reasons, I'm sure. Some makers are great at it...but not many. Any time typing is time lost in the shop.

FWIW, my wife had to run to an appt this morning and I am 'babysitting' so I'm not losing shop time typing this....LOL

Dan
 
stabman said:
3 months and counting for one, week and a half on the other(after having tried about a month ago).
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Yeah that's a bit much , especially if it is someone who does quite a bit of their business online.

Some , not speaking only about in knifemaking , but in all facets of business , still suck at responding to emails.

I have friends who carry blackberrys or iphones , yet will not reply to a simple email ( let alone actually answer their phone ) , even if their reply needs only to be a simple YES or NO.

Phone is always better , though with long distance charges what they are , and different hours worked and such , I can see where a phone call is not always convenient for all involved.
A knifemaker who is doing this full time , and is their only source of income , if they have a website with an email addy listed should either use and check and reply at least every other day OR get someone that can. When it is your sole bread & butter , if you don't , you are not making max useage of your website.


If you can't reach them prior to the sale , what will it be like should you need assistance after the sale ? I have sent inquiries to folks based on the email address on their website ( not knife makers ) , that never got responded to. Once I called and asked in person , I was informed " Yes we got your email , we have been meaning to reply , but just haven't got around to it". ( this was something firearm related ).

At that point I decided to just move on , for worry of having to wait for them to get around to shipping the item when they got around to it. They lost a $500 sale.

However , looking at the other side of the coin , the more popular the maker is , the more emails they get , and the more bizarre the emails can get.
 
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BTW- if a knife maker can't get back with you, or wants a deposit...RUN!!!

To many good makers out there that isn't always needing excuse's.
 
I like getting mail and also respond in a timely fashion...If I dont then my wife kicks my butt....Communication is very important almost as much as pictures and deeds:)
I personally try my best to make friends and remain in steady contact with people who buy my blades. I feel that calling people back that have purchased mine and just simply seeing how they are doing and oh by the way how is the blade working out for you? I recently called a company and offered to do a collaboration to better thier product. I left two telephonic messages with no return. I then called to inquire of buying one and poof the call was responded to how many would you like....Hmmm...Just simple communication of a return call like the following: "Thanks for offering a collaboration with your ideas with our knives but we are not interested at this time with collaborations with our products". I just dont get what happened to my country and business like mindedness..."TAKE CARE OF THE CUSTOMER". Return mail and calls is really a great idea. One never knows who the customer could be. Just my 2 cents....Well, back to the shop and work I go....Peace....
 
I do not business with any person or firm, no matter how large or small, that publishes and email address and does not respond to their email, and I am not interested in hearing their excuses.
 
I emailed Strider a simple question a few weeks ago, and still haven't heard back from them. That really put me off of doing business with them, especially after all of the things I've heard about the owner.
 
Imagine you love to make knives and over the years you've gained a solid reputation as a knife maker. You've already got enough money to live comfortably.

Now, if you were in that situation, would you really want to respond to every email or would you be selective about it? What would feel better and give a greater sense of freedom and enjoyment in your work: having to make a knife for every single person who wants to buy one, or being selective and only making someone a knife when you feel like it?

The people who automatically expect an email are too used to dealing with giant chain stores and mainstream businesses. The reason mainstream companies like Wal-Mart and places are always there to answer your calls or emails is because they want your money so bad. A true artisan doesn't care about profits, a great knifemaker makes knives because that's what they love to do.
 
You've already got enough money to live comfortably.
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I would guess the # of those makers that exist is very low. Poor communication will lose you more than one customer , as that person will tell 10 , who will tell 10....etc.
 
I agree with many of these points. It is important to keep the lines of communication open if you require it to make money. Why do business with a maker who can't communicate when you can do business with one who can? Excuses are secondary. Everyone has delays, problems, issues. When there are isolated instances thats one thing, and should mean it is RARE. If you can't work your computer, don't list an email address. It would be like a phone that is never answered or a voicemail that is never returned.
 
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