Customer Service Expectations

[bubba]

Its my 60th birthday today, so there may be some, gasp, "non-MUG" gifts waiting too....

Happy birthday. Hope there's no "trousers" in the lot.

[Raphael]

Happy Birth Day, Riverkilt!!!

[Freelander Sporrano]

Happy Birthday River,

Did you get any kilts

[phil h]

on the UK, then my credit card company upped my limit so I emailed him to ask about a brown Rkilt, but no response in four days...

Robert is going on a road trip. He emailed me to see if he would be passing anywhere nearby where we could meet. He's going to Winnipeg and Chicago.

I think I was missquoted there, not my credit card!!!!

[phil h]

Thanks for the feedback on Robert's travels. Got an email from Michael at Amerikilt. He's been busy too. Says he triages his emails...that makes sense. Asking a question about something he doesn't normally stock fell to near the end of the list.

Guessing Robert triages too.

I think I've somehow made Sportkilt's "black list." Oh well, I'll live.

The mail's running again today and I have at least three packages waiting at the post office...hopefully some of them contain MUGs.

Its my 60th birthday today, so there may be some, gasp, "non-MUG" gifts waiting too....

happy birthday

[RockyR]

Indeed Happy Birthday- many more Kilted ones to come I hope!

[Mike1]

HAPPY BIRTHDAY!!!

Peace,
Mike

[Mychael Sporrano]

Got an email from Michael at Amerikilt. He's been busy too. Says he triages his emails...that makes sense. Asking a question about something he doesn't normally stock fell to near the end of the list.

NO, that DOESN'T make sense!!! In my opinion, that is a method of service that is bound to annoy customers, and annoying customers is never a good policy. If a business cannot answer ALL emails in a timely fashion, then that business should either post a note stating that response time may be slow or consider simply not offering an email address for inquiries.

When I haven't received an reply to an email after 24 hours, I do assume the answer to my question is a default,"No". Not having been given the courtesy of a proper answer, I move on and find another source while strongly considering not using that company in the future.

Mychael

[bubba]

In some cases the company is just 1 or a few people making kilts. Consider this before judging. Would you rather the guy was making kilts or answering emails as soon as they come in.

[Colin]

I am more concerned with the quality of the service, rather than the speed of the response. I have received outstanding customer service from both Bear and David McDonald at their respective companies. We sometimes forget that these people are working, and that emails often take a backseat to the actual kilt making. Take a local kiltmaker here for instance, he nows works in a shop without internet access, so after a full day for making kilts, he has to go home and review and respond to any inquiries. If any of those inquiries require something at the shop (ie do you have any of this tartan in?) that reply may take another day.

Judge companies by the level of service, not by how quickly they get back to you. They may not be busy for a reason.