Date:         Fri, 17 Dec 2004 16:41:01 -0800
Reply-To:     mark drillock <drillock@EARTHLINK.NET>
Sender:       Vanagon Mailing List <vanagon@gerry.vanagon.com>
From:         mark drillock <drillock@EARTHLINK.NET>
Subject:      Re: List Vendors ignoring people
In-Reply-To:  <41C35A60.8010106@verizon.net>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

I think you assume too much and are over simplifying. Some people have
such busy work days that they don't get to spend much time on email
during what they consider their work hours. For them, reading Vanagon
list mail is quite likely done during a break from whatever madness a
retail guy has to deal with most days. Been there, done that, never
again. Many salesmen are smoozers who like to chat and that is often a
key to their sales success. Email just does not allow for the one on one
feedback that they are good at and enjoy.

Not that this applies to anyone on either end of this discussion but it
is a recognized fact of retail business that some customers cost so much
in time to deal with that you just can't afford to satisfy all their
requests for product information. Add to this that some vendors may type
slowly and it just takes them too much time to properly answer some
questions using email. Before responding they may want a little more
info to narrow down the question so they don't have to type a novel.  I
order from auto parts vendors all the time and many of them just don't
give priority to out of the blue email inquiries. I know that when I
need something fast or have a question about a product I better call.
Half the time I won't get through and leaving a voice mail will just
fool me into thinking I have done something but won't help me get parts.
There are 3 parts places in SoCal that I order from and nothing but a
personal call reliably gets a satisfactory response. When I stop in to
see them the reason is clear. They are so busy talking to and taking
orders from live humans that something has to give. Until you have
actually spent some money with them you should expect to take a back
seat to those who have.

Lastly, some customers make a habit of asking questions that can't or
shouldn't be answered. These types of questions are red flags to the
vendor and asking them gets you ignored. I sure each vendor has his own
list of these. Any care to speak up?

Mark



LOREN BUSCH wrote:

> .........not to mention, if you really want to talk, call. dont email.
> email is a lazy form of communication.....
> I have to disagree with the above statement.  Email allows both parties
> to communicate when it is convenient.  Having run a small retail store
> for five plus years, the interruptions of phone calls requiring detailed
> responses always come at the wrong time.  The ability to sit down and
> review and answer email at a time that won't be interrupted is a real
> blessing, not lazy.
>