Jim V Brooks on thu 8 nov 01
I have used the email address for several companies that advertise in CM
requesting information about their products, or how i could order or get
repair parts.. I sent emails to Creative Industries, Paragon Kilns, Scott
Creek Pottery, and a few more.. The only one that responded to me was
Paragon Kilns..
Why do they bother.???. I don't need Scott Creek anymore.. we ordered a
Bailey!!! . I still need info from Creative Industries.. but it has been so
long that i know they are not going to answer.
Don' t these people know that ignoring an email only loses business for them
now and in the future? Have the rest of you had this same experience? Would
like to know.... Jim in Denton
P.S. Thank you Paragon..................
Tony Ferguson on thu 8 nov 01
Jim,
Did you see that Weber Anagama Workshop in Denton?
Fergy
.
_________________________________________________________
Do You Yahoo!?
Get your free @yahoo.com address at http://mail.yahoo.com
Steve Mills on fri 9 nov 01
I think it may have something to do with the person whose job it is to
answer them, after all if they're disinterested they won't bother;
because it is easier to open a letter and chuck it in a tray and leave
somebody else to deal with it!
Because it is our business, Mike and I are conscientious about checking
emails; we know communication is vital.
It is all down to the quality of the employees!
Steve
Bath
UK
In message , Jim V Brooks writes
>I have used the email address for several companies that advertise in CM
>requesting information about their products, or how i could order or get
>repair parts.. I sent emails to Creative Industries, Paragon Kilns, Scot=
>t
>Creek Pottery, and a few more.. The only one that responded to me was
>Paragon Kilns..
>
>Why do they bother.???. I don't need Scott Creek anymore.. we ordered a
>Bailey!!! . I still need info from Creative Industries.. but it has been =
>so
>long that i know they are not going to answer.
>
>Don' t these people know that ignoring an email only loses business for =
>them
>now and in the future? Have the rest of you had this same experience? W=
>ould
>like to know.... Jim in Denton
>
>P.S. Thank you Paragon..................
--
Steve Mills
Bath
UK
Brant Palley NMCLAY.com on fri 9 nov 01
The companies you listed are manufacturers, not distributors or dealers.
They will sell to you at retail. If you e-mail a dealer whose livelyhood
depends on sales you will get a better response.
Brant Palley
1-800-781-2529
brant@nmclay.com
http://www.nmclay.com
http://www.duncanpaintstore.com
http://www.Silver-Clay.com
CINDI ANDERSON on fri 9 nov 01
Two answers.
1. These companies are really dumb for doing it, but it is extremely common.
Studies show that upwards of 90% of companies don't answer their email. We know a
guy who works at a company that makes web pages. He said many (or most) companies
have him set up an email address for support, and send all those emails directly to
the garbage can. They figure it takes too long to answer questions, so they will
just deal with the customers who know what they want and don't have any.
Our business is on the web, and we answer tons of email. Many, many people write
back and say they were completely shocked that we actually answer. It is hard for
me to comprehend.
2. I think there are two reasons. One is that some people still completely
underestimate the web. They hear that only 10% of the people use the web, so they
don't think it is important. They don't use email themselves, so they don't relate
to people that do. But another, I think, is that this is just another example of
service suffering in the current economy. For so many years we have been pushing
companies to deliver higher and higher profits, so stocks could continue to grow at
record pace, and service seems to have been the main area to suffer. I find this
in everything, not just email. It is true with phone calls, going in person,
everything. Some companies understand that in the long term you can't survive
without service, but others care only about short term profits and the truth is
they probably only upset a few people and it doesn't hurt their profits. Now of
course the market has soured and the problem is companies trying to stay afloat,
but the scenerio is the same.
Cindi
Jim V Brooks wrote:
> I have used the email address for several companies that advertise in CM
> requesting information about their products, or how i could order or get
> repair parts.. I sent emails to Creative Industries, Paragon Kilns, Scott
> Creek Pottery, and a few more.. The only one that responded to me was
> Paragon Kilns..
>
> Why do they bother.???. I don't need Scott Creek anymore.. we ordered a
> Bailey!!! . I still need info from Creative Industries.. but it has been so
> long that i know they are not going to answer.
>
> Don' t these people know that ignoring an email only loses business for them
> now and in the future? Have the rest of you had this same experience? Would
> like to know.... Jim in Denton
>
> P.S. Thank you Paragon..................
Richard Jeffery on fri 9 nov 01
saw a sign in a gemstone shop several years ago - "the secret to good
customer care is employing nice people...."
-----Original Message-----
From: Ceramic Arts Discussion List [mailto:CLAYART@LSV.CERAMICS.ORG]On
Behalf Of Steve Mills
Sent: 09 November 2001 10:37
To: CLAYART@LSV.CERAMICS.ORG
Subject: Re: Ceramic Supply Companies..why do they have email addresses?
I think it may have something to do with the person whose job it is to
answer them, after all if they're disinterested they won't bother;
because it is easier to open a letter and chuck it in a tray and leave
somebody else to deal with it!
Because it is our business, Mike and I are conscientious about checking
emails; we know communication is vital.
It is all down to the quality of the employees!
Steve
Bath
UK
In message , Jim V Brooks writes
>I have used the email address for several companies that advertise in CM
>requesting information about their products, or how i could order or get
>repair parts.. I sent emails to Creative Industries, Paragon Kilns, Scot=
>t
>Creek Pottery, and a few more.. The only one that responded to me was
>Paragon Kilns..
>
>Why do they bother.???. I don't need Scott Creek anymore.. we ordered a
>Bailey!!! . I still need info from Creative Industries.. but it has been =
>so
>long that i know they are not going to answer.
>
>Don' t these people know that ignoring an email only loses business for =
>them
>now and in the future? Have the rest of you had this same experience? W=
>ould
>like to know.... Jim in Denton
>
>P.S. Thank you Paragon..................
--
Steve Mills
Bath
UK
____________________________________________________________________________
__
Send postings to clayart@lsv.ceramics.org
You may look at the archives for the list or change your subscription
settings from http://www.ceramics.org/clayart/
Moderator of the list is Mel Jacobson who may be reached at
melpots@pclink.com.
Wade Blocker on fri 9 nov 01
I personally have nothing but good to say about ceramic suppliers. When I
lived in California I first deal with Westwood ceramics which later became
Laguna. The company was always ready to help me with any problem I had, and
the nicest part of all was that I had no delivery charges to pay since I
lived close to CSUN (Cal State Northridge) one of their customers.
In ABQ I found the same great service with Porcelain and Stoneware
(Martin Butt) until that became part of NMClay.
Recently I purchased some cone 4to 6 stoneware clay which had too much
shrinkage. .That was exchanged for a rough version of the same stoneware
body. Now I am able to return the latter for a mix of the two clay bodies
which ought to fit my work. If that is not exceptional service by a
ceramic supplier, I wonder what is.
I make the usual disclaimer that I hold no interest in any of the above
mentioned companies. Mia in ABQ
Martin Howard on sat 10 nov 01
Its the same over here in the UK.
There are several companies that I will not now deal with, because they seem
to insist that you phone them.
As one who is hard of hearing, phoning is the last means of communication
that I want to use.
There are firms which have web sites but no e-mail. Can you understand that?
Others insist that we use FAX because they only look at their e-mails once a
week.
And these are big established companies. Established too long in my opinion.
Martin Howard
Webbs Cottage Pottery
Woolpits Road, Great Saling
BRAINTREE, Essex CM7 5DZ
01371 850 423
martin@webbscottage.co.uk
http://www.webbscottage.co.uk
This web-site is being updated NOW!
L. P. Skeen on sat 10 nov 01
Martin, I have to agree with you on this. I hate sitting on hold. In this
day and age, I don't understand and hate dealing with anyone who won't use
email; it's quicker, easier, cheaper, and anthrax free. ;)
L
----- Original Message -----
From: Martin Howard
Subject: Ceramic Supply Companies..why do they have email addresses?
> There are several companies that I will not now deal with, because they
seem
> to insist that you phone them.
> As one who is hard of hearing, phoning is the last means of communication
> that I want to use.
Steve Mills on sun 11 nov 01
There are basically two choices when putting up a business website: you
either have an all singing all dancing buy on line setup, or you use it
purely as an information source. The latter is what we have chosen to
do, preferring the customer to contact us and discuss their needs in the
light of what they've seen in our on-line catalogue. We feel this gives
a more personal approach, it also means we can take credit card numbers
over the phone as we do not have a secure site, and sending numbers by
email is not a good idea. The other alternative is to send the number by
fax, which is really very easy; if you have a modem on your computer you
can send a fax it's that simple.
Steve
Bath
UK
In message , Martin Howard writes
>Its the same over here in the UK.
>There are several companies that I will not now deal with, because they s=
>eem
>to insist that you phone them.
>
>As one who is hard of hearing, phoning is the last means of communication
>that I want to use.
>
>There are firms which have web sites but no e-mail. Can you understand th=
>at?
>
>Others insist that we use FAX because they only look at their e-mails onc=
>e a
>week.
>And these are big established companies. Established too long in my opini=
>on.
>
>Martin Howard
>Webbs Cottage Pottery
>Woolpits Road, Great Saling
>BRAINTREE, Essex CM7 5DZ
>01371 850 423
>martin@webbscottage.co.uk
>http://www.webbscottage.co.uk
>This web-site is being updated NOW!
--
Steve Mills
Bath
UK
| |
|
