joyce on thu 28 feb 08
I too, like Tony C., feel sad that Geil is being so berated about
the poor service
he offers his customers.
Only........ wait a minute...... his service
is and was poor. Customer service is his company's weakest
point as far as I can tell. So what's wrong in saying so???
I completely agree with those who say that the Geil kiln is a
marvel and a joy to fire. I have two and feel that the incredibly
long wait to receive delivery of each of my kilns was, in fact,
worth it. (The first one was 7 months past the time that Geil
had said I could expect delivery At The Latest.) Truth is I believe
that I might still be waiting for the
second kiln to arrive if Tony C. hadn't intervened by speaking to
Geil personally and telling Geil that Tony would not accept
delivery of his own much larger kiln UNLESS Paul first had
mine delivered and installed. The next time I called (one of some 60
plus calls I made. I WANTED that kiln, drat it.), Paul
himself returned my call to ask me if I knew a Tony Clennell
in Canada. This was asked with such amazement in his
voice that I lost my determination to remain On Target after I
finally reached him by phone.... and started laughing.
Upshot
was that within two weeks (but again, months past the time he
said I could expect delivery) Paul drove into my driveway with one
of his employees, unloaded my kiln, installed it, did an elaborate
and thorough explanation of the kiln's workings,....charmed everybody
within earshot.... male and female.... sat at my dining room table and
made us all
forget what a total jerk he had seemed.
That was some years ago. During that time I've had a dozen or
so potters find their way to my scrub acreage so they could see
my kilns. I fired for those who had time to wait. When they asked
about his customer service (for they had heard "things"), I just
said that he was a very busy man, but to persist in trying to contact
him when needed...... and that it was best to call early, early
morning and catch his mom on the job...... that she was very
influential in getting his attention. (At least that was MY experience.)
Wish I'd thought to tell them to contact Tony C. when all else failed.
Since I am neither a mouse nor a man I KNOW Tony C. was NOT talking
about ME.
Joyce
In the Mojave desert of California feeling very sad for those who waited
for their shelves, after paying top dollar, and were treated so
unprofessionally.
Thank goodness, I bought my advancers from Bailey! That's another
post, but let it be known that mistakes were made....... and they were ALL
MINE..... and that I was treated as if there was No Problem in my taking
up so much of their time .... and their energies .... trying to find out just
what my concern was. Even when I was discovered to be the culprit, Bailey's
last words were (in answer to my abject apologies) that they wished
everybody would call them back to tell them what I had learned.......
They added that too often an issue was resolved on the customer's end,
and they never knew exactly what had happened. I know it's very
unclassy to say that someone has class, but indeed Baileys are a
class act.
tony clennell on fri 29 feb 08
Joyce: One of my proudest moments of service to Clayart was when I
phoned Paul Geil about your kiln and it wasn't only to expedit it! It
was to warn him of a potential law suit and save your butt and his!
You remember at that time a certain refractory coating was being toted
as everything from a hair growth product to an excellent dessert
topping on ice cream. You had ordered from Geil a soft brick kiln to
be sprayed with this product and you were going to fire salt/soda.
Your enthusiasm was understandable as there was a complete chapter in
Nils Lou's book Art of Firing on the procedure and many on this list
were raving about it. I am listed in this book as a contact. I knew
the product did not work as described since I nearly ruined a
perfectly good Bailey kiln in the process. A huge loss of $$$$$.and
repairs with fiber. I panicked when I heard you were about to do the
same. I still get calls some dozen years later about the product and
it's use in salt/soda. Like Amy Winehouse I say no, no, no! It has
stuck with me like a bad haircut. I haven't been to a Nceca that Tom
Coleman hasn't pulled me aside to tell me about a ruined kiln and a
student that lost a ton of money.
So that's my admission of guilt and for being enthusiastic just like
you. It's why I luv ya!
That said I do remember phoning Geil twice a week for months to get my
kiln. I phoned Mondays and Sheila phoned Fridays week in , week out. I
tell people when they ask about ordering a Geil to give him a year. He
will tell ya 6 months but plan on a year. If you're in a hurry buy the
floor model at Necca.
I am saying if I got this kind of bad press on Clayart I'd be sick. If
my post "The Sign on Your Lawn" is accurate the messages are piled on
Paul's desk. The point of my post of Mice and men was that you have
the perfect opportunity in Pittsburgh to talk to the boss himself.
I still think ya owe me a stiff drink.
All the best,
Tony
On Fri, Feb 29, 2008 at 12:16 AM, joyce wrote:
> I too, like Tony C., feel sad that Geil is being so berated about
> the poor service
> he offers his customers.
>
> Only........ wait a minute...... his service
> is and was poor. Customer service is his company's weakest
> point as far as I can tell. So what's wrong in saying so???
>
> I completely agree with those who say that the Geil kiln is a
> marvel and a joy to fire. I have two and feel that the incredibly
> long wait to receive delivery of each of my kilns was, in fact,
> worth it. (The first one was 7 months past the time that Geil
> had said I could expect delivery At The Latest.) Truth is I believe
> that I might still be waiting for the
> second kiln to arrive if Tony C. hadn't intervened by speaking to
> Geil personally and telling Geil that Tony would not accept
> delivery of his own much larger kiln UNLESS Paul first had
> mine delivered and installed. The next time I called (one of some 60
> plus calls I made. I WANTED that kiln, drat it.), Paul
> himself returned my call to ask me if I knew a Tony Clennell
> in Canada. This was asked with such amazement in his
> voice that I lost my determination to remain On Target after I
> finally reached him by phone.... and started laughing.
>
> Upshot
> was that within two weeks (but again, months past the time he
> said I could expect delivery) Paul drove into my driveway with one
> of his employees, unloaded my kiln, installed it, did an elaborate
> and thorough explanation of the kiln's workings,....charmed everybody
> within earshot.... male and female.... sat at my dining room table and
> made us all
> forget what a total jerk he had seemed.
>
> That was some years ago. During that time I've had a dozen or
> so potters find their way to my scrub acreage so they could see
> my kilns. I fired for those who had time to wait. When they asked
> about his customer service (for they had heard "things"), I just
> said that he was a very busy man, but to persist in trying to contact
> him when needed...... and that it was best to call early, early
> morning and catch his mom on the job...... that she was very
> influential in getting his attention. (At least that was MY experience.)
> Wish I'd thought to tell them to contact Tony C. when all else failed.
>
> Since I am neither a mouse nor a man I KNOW Tony C. was NOT talking
> about ME.
>
> Joyce
> In the Mojave desert of California feeling very sad for those who waited
> for their shelves, after paying top dollar, and were treated so
> unprofessionally.
> Thank goodness, I bought my advancers from Bailey! That's another
> post, but let it be known that mistakes were made....... and they were ALL
> MINE..... and that I was treated as if there was No Problem in my taking
> up so much of their time .... and their energies .... trying to find out just
> what my concern was. Even when I was discovered to be the culprit, Bailey's
> last words were (in answer to my abject apologies) that they wished
> everybody would call them back to tell them what I had learned.......
> They added that too often an issue was resolved on the customer's end,
> and they never knew exactly what had happened. I know it's very
> unclassy to say that someone has class, but indeed Baileys are a
> class act.
>
> ______________________________________________________________________________
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--
http://sourcherrypottery.com
http://smokieclennell.blogspot.com
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