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03-19-2012, 09:18 PM | #1 |
Hollister Road Co.
Join Date: Apr 2005
Location: Houston
Posts: 6,134
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Re: CPP again....I'll never learn ;)
One thing that may help you resolve many of the complaints I read about CPP is to make use of an aging report. Each week at the minimum a back order aging report should be run and gone over with purchasing and shipping that way you know which customers are waiting and how long its been.
Second is a daily report on out of stock items and notify the customer in a few days rather than a few weeks and only when they call. |
03-20-2012, 10:13 AM | #2 | |
Account Suspended
Join Date: Jan 2010
Location: Anaheim California
Posts: 713
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Re: CPP again....I'll never learn ;)
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03-20-2012, 03:35 PM | #3 | |
The Niner
Join Date: Nov 2010
Location: Broad Brook, CT
Posts: 2,492
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Re: CPP again....I'll never learn ;)
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So you guys actually have some of the tools to minimize your issues but choose not to use them to save some hours that would need to be paid? *shakes head* Maybe if you guys were proactive instead of reactive and caught some of these problems before they happened you wouldn't have to worry about posts like this and the many others in this section and have more time to better service your customers that have the patience to put up with this nonsense.
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"A good racer is one whose head is in communication with his balls." - Richie Evans 1970 C/20 - 402/TH400/3.54s - 74K miles 2003 GMC Sierra 2500 - Wheatland Yellow Niner Progression Thread: http://67-72chevytrucks.com/vboard/s...d.php?t=697183 Classic Trucks article: https://www.motortrend.com/features/...et-c20-driven/ |
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03-20-2012, 04:11 PM | #4 | |
Account Suspended
Join Date: Jan 2010
Location: Anaheim California
Posts: 713
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Re: CPP again....I'll never learn ;)
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03-20-2012, 08:31 PM | #5 | |
Hollister Road Co.
Join Date: Apr 2005
Location: Houston
Posts: 6,134
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Re: CPP again....I'll never learn ;)
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Good service is not hard to do but it does need to be the company culture and staying late some times to get orders done or preventing customer problems it part of that culture. I sell a fan relay kit for Mark VIII and Taurus fans, its a niche market in side a niche market. I dominate this market and have to almost 3 years now for four reasons. 1). If a customer calls with a problem its fix to their satisfaction on the phone, they know what the remedy is and when to expect it. Yes I do make mistakes and they accept that. 2). I answer the phone up to 9 pm central for support because that's when most guys are installing my kits. If they need me on the phone while they diagnose an issue then that's what they get. You would not believe the word of mouth advertising from this alone. 3). I make sure the package going out is correct each time and if for some reason its not right when they get it I own the problem and fix it asap, that day or next day at the latest. In most cases I eat the extra shipping. 4). If there will be a back order when they make the purchase they get a call that day or next morning telling them when a parts is expected in and the option to refund the sale or wait. They have always waited. Customer service needs to be a product that is bundled with each sale for free. The customers only obligations to the sale stop once he makes the payment and many companies make the customer jump through hoops just to get the right part. |
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03-21-2012, 10:14 AM | #6 | |
Account Suspended
Join Date: Jan 2010
Location: Anaheim California
Posts: 713
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Re: CPP again....I'll never learn ;)
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Last edited by CPPJEFF; 03-21-2012 at 10:25 AM. |
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03-21-2012, 11:59 AM | #7 | |
Hollister Road Co.
Join Date: Apr 2005
Location: Houston
Posts: 6,134
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Re: CPP again....I'll never learn ;)
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My personal experience with your company was when I purchased a front sway bar kit for my 72 Chevy. It arrived as an open box resealed. The mounting hardware was for the front but the bar was for the rear sway bar kit. I called to get it resolved and was told I didn't know how to install it. After some conversation I convinced the sales man to go measure the front in a box in your inventory, turns out mine was 6 inches or so to narrow. In order for me to get a front sway bar I ended up having to order a rear with a front bar in the box. It took 4 weeks to get it straightened out. The thing that irritated me the most was blaming me and saying I didn't know how to install it even after I told them it was to short. I had been in the auto business at that point just over 40 years. It was not an experience I will repeat. The good part is I have not had any quality issues with the kits but its not enough to make me buy again. |
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03-21-2012, 10:53 AM | #8 | |
Happy to be here
Join Date: Mar 2000
Location: Cypress, TX
Posts: 39,023
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Re: CPP again....I'll never learn ;)
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I spent over an hour on the phone with him and found him to be a very intelligent man with a extremely successful business. Despite his obvious business intellect and passion for the industry, the feeling I left with was he felt the customer dissatisfaction ratio was so small that it was not an issue. I am in the service industry and know that no matter how hard I try, there will be unsatisfied customers. I know this from years of experience, but I never find it acceptable. I strive daily to find proactive ways to improve my customer satisfaction even though I know 100% will never be achieved. My point Jeff is that until the owner of CPP becomes more proactive in his customer satisfaction ratio, you will always be putting out fires. Good luck with it my friend.
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Follow me on Facebook and Instagram @N2trux.com Articles- "Jake" the 84 to 74 crewcab "Elwood" the77_Remix 85 GMC Sierra "Scarlett" "Refining Sierra" |
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03-21-2012, 11:02 AM | #9 | |
PITbut
Join Date: Sep 2007
Location: monroe washington
Posts: 3,041
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Re: CPP again....I'll never learn ;)
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I have never ordered from them. But being in customer service myself. They lack what every big new company lacks. Communication. Communication fixes all. If they communicated correctly with VA72 he would of had his part returned correctly the second time and we probably wouldnt of seen the post. Hopefully they work out their issues.
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New project. 1971 Twin Turbo blazer http://67-72chevytrucks.com/vboard/s...d.php?t=676047 My new YOUTUBE channel.. Videos of my truck and a current walk around. Lyrikz74 Youtube channel DONE! SOLD! My 1971 stepside build thread My Build Thread UPDATED 6/11. DONE and sold. |
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03-21-2012, 11:26 AM | #10 | |
Account Suspended
Join Date: Jan 2010
Location: Anaheim California
Posts: 713
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Re: CPP again....I'll never learn ;)
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03-21-2012, 11:25 AM | #11 | |
Account Suspended
Join Date: Jan 2010
Location: Anaheim California
Posts: 713
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Re: CPP again....I'll never learn ;)
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03-21-2012, 11:48 AM | #12 | |
Happy to be here
Join Date: Mar 2000
Location: Cypress, TX
Posts: 39,023
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Re: CPP again....I'll never learn ;)
Quote:
Although its not my place to speak for Josh, I can tell you why the requests were ignored. It was simply because of the bad reputation that CPP has acquired on this forum.
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Follow me on Facebook and Instagram @N2trux.com Articles- "Jake" the 84 to 74 crewcab "Elwood" the77_Remix 85 GMC Sierra "Scarlett" "Refining Sierra" |
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03-21-2012, 01:05 PM | #13 | |
Catchy title goes here..
Join Date: Mar 2002
Location: Rockwell, NC
Posts: 39,733
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Re: CPP again....I'll never learn ;)
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Aside from that, Josh could better tell what where when.. but it comes across as ya'll tried to contact and were ignored, and that is simply not true. I myself emailed Jim about some issues last year and still have never gotten a reply whatsoever. I know some contacts with you were left open. That was due to it being on a higher level (ie Jim) whom Josh has dealt with off and on over the years. The mud slinging fest that supposedly followed (as per members whom txt, called etc going wtf is up with cpp talking crap about you guys when we call) probably did not help with the communications either. If it happened or not, I can not say.. but it is what kept coming back to us. I also do want to apologize to you personally for semi blowing you off in the fall. As you know, I was put in the hospital with high blood pressure during the pregnancy. I was on medicine that seriously screwed with my thought process, and I was not allowed to be in stressful situations at all. That left Josh to play Momma and Daddy to our kids, as well as run the site and deal with all the loose ends I left. Ken and Dave stepped up and did everything they could to help out. I did reply and let you know somewhat that I was not around, but did want to let you know here why I could not tend to issues and questions you had. That is at the same time Josh and Jim were playing contact tag. I do appreciate you helping and working on things as well. It is very frustrating for all involved. Believe it or not, I worked retail and owned a parts business for years, so I do understand the idiots, nice folks, clowns, good customers and everything between. The problem may be a small one in the ratio of customer satisfaction to customer complaint, but it is still going on. Hopefully you guys can get it worked out and maybe talk Jim into getting you some more folk to help out |
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