Wow this was interesting. Guilty as Charged.. I am fully aware that I am not always available to answer questions, be it a new potential customer or a repeat customer that has spent thousands of dollars with us. I have many responsibilities, many of which are tied directly to making sure product gets shipped out the door in a timely manner and others that have nothing to do with CCR. I do not advertise/promote the idea that I (or CCR) can be reached at any time or place by customers. We try to do the best job we can to assist anyone, customer or not, with any issues or questions.
Sorry ! this company is not my life..it's a very large part of life that requires an enormous amount of effort and time that I mostly enjoy, but will never be all encompassing.
I guess some people view customer service as how soon someone calls them back or responds to an e-mail, and I guess that is important if that person thinks that is the benchmark. I tend to look at this from a more literal view, serving the customer. Designing parts that work as described, doing more than asked, offering insights that may save a new builder time and money or just getting them what they need (unless that actually is not what they need). Most of what we do requires very little follow up. I would agree that we need to improve a few communication issues and that gets difficult when things get real busy.
Ricks comments came from frustration, I understand that, it was just handled wrong. Most of his questions that have come up were answered by Diane and when she could not help, Rick would want to talk with me..right then.. even if I was not in the shop. He kept demanding that she give him my cell number and got increasingly more loud and angry with her to the point that she called me crying wondering what to do. I told her to just hang up on him if this continued, we have caller I.D so it made it pretty easy for her to avoid his rants..Thus, the not being able to get us on the phone.
As for us only caring about the customer untill we get "The Money".. Rick paid us the entire amount of his kit order when it was ordered. The car was delivered in the time frame quoted with no back orders one week ago (Saturday)..hmm, we had his money but still finished his car with no excuses.
I dont care if someone spends $2 or $50,000 with us, If they talk to us or our employees like he did, they can expect the same results.
This was just going to be let go as a bad day, but this will be on this forum long after Ricks car is done..My view is done. The past is the past although now it is in print.
