Date: Sat, 6 Jan 2001 19:49:19 -0600
Reply-To: John Rodgers <jhrodgers@CHARTER.NET>
Sender: Vanagon Mailing List <vanagon@gerry.vanagon.com>
From: John Rodgers <jhrodgers@CHARTER.NET>
Subject: Re: Vendors and shipping
Content-Type: text/plain; charset=us-ascii
Regards the US Postal Service.....I ran a porcelain studio in Alaska for over
ten years and after a few bad experiences with UPS and RPS I went to the USPS
exclusively. 97% of the time my deliveries were made intact. And consider that I
was shipping fine porcelain figurines. I've got a lot of respect for the folks
at the USPS.
John Rodgers
88 GL Driver
Steve Sandlin wrote:
> It seems that no matter what we do as vendors, sometimes the shipper is
> going to mess up what we send out. Several weeks ago, I sent some steel
> keys to a chap in England for his Bentley, and he emailed me a few days
> later. One of the keys was bent. These were packed in a paper envelope, in
> a padded envelope about 4x4x6 inches with an additional wrapping of small
> bubble wrap inside. There was no damage to the outer envelope that he saw,
> though the inner envelope was torn.
>
> My solution as a vendor was to re-cut the key, second-day air it to him, and
> make it right. Yes, I lost a few bucks on that order, but he will send me
> more business for my efforts, and continue to recommend me to his friends.
>
> I am a one-man operation. When there is a problem, I (the owner) is the
> person who will solve the problem. In the case of Bus Depot, I think Ron is
> who should be contacted, though I understand he is out of town. No matter
> how good a business is, the people working for that enterprise will not
> necessarily make the same decisions in the same manner as the owner. Don't
> bash the business, though, until you've given them ample opportunity to
> rectify the problem. Yes, I've screwed up orders, too; if I do it too
> frequently, word will justifiably be spread and it will hurt me. Just give
> me (or any vendor) the opportunity to solve the problem. We are all human
> and most of us know that customer service is the biggest thing we have to
> sell. In my case, most any competent locksmith could do what I do, but few
> are willing to go to the trouble to stock 75 different key blanks for cars
> that can be as much as 50 years old, and they might sell only 1 a year. My
> customers come to me because they will be treated right. I think most all
> the vendors on this site feel this way.
>
> Nothing, however is 100% perfect. Just tell us when we make a mistake and
> let us try to correct it. I understand the need to vent at times. I did it
> recently with Camelback VW when the screwed up an order for me. I called
> and got no help, and posted so to the list. I called back after I had
> cooled off, spoke to someone with authority, and the problem was rectified
> to my satisfaction. Yes, they lost some money due to their mistake, but
> THEY SOLVED THE PROBLEM. I'll remember that.
>
> Just my take on the whole problem. Have a great weekend, everybody.
>
> Steve Sandlin
> Steve's Lock Shoppe
> '84 Wolfsburg Westy
> '79 Transporter
> '00 New Beetle
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