odd phone call to a supplier

[mrs maggot]

called a supplier i use yesterday for a colour sample for some vinyl and the call went like this

them: Goodafternoon sales at XXXX

me: Hi its laura from fat maggot can i order a colour sample of(stopped there by)

them:you need to email sales@xxx for that

me: oh ok then

them: nothing they had already hung up

So i emailed the sales department and mentioned to them the abover conversation because it annyoyed me, i was left feeling like i had done something wrong for disturbing them just to ask for a colour sample - we all know printed swatches are not a good guide, and this needs to match as close as to a particular colour thread on some embroidery.

Had a nice email back, saying that there was a staff shortage yesterday, but that the issue would be addressed

In these tough times no one can afford to talk to people like that surely ?

so hopefully lesson learnt, i always think its better to let a company know they have P8ssed you off, then just leave and use someone else.

[Ian M]

I couldn't agree with you anymore Laura.

Yesterday I went to the small Trade Only Show in Doncaster & had a lovely chat with Charlie from Listerwood who asked if I bought anything from them. I told her that I used to when I first started but, had a problem with a young lady who was very rude & off hand with me whilst placing an order. I told Charlie that I then called back & cancelled my order & told them the reason why. I then got a call from one of their directors who told me he wasn't really interested in small businesses like mine but just the bigger players. I was told yesterday that Listerwood now want the smaller businesses such as mine to buy from them. I have to admit because Charlie was so nice & friendly I might give Listerwood another go to see if things have changed for the better but, I just can't forget what that director of their's said to me that day.

[mrs maggot]

oh Ian i am glad you went, i thought the dates would be helpful to people. i nearly told the company to stick it yesterday i can tell you. funny how the tables turn, they learn in the end

[Renniwano]

See this is where I would end up losing my suppliers lol.. as I would have emailed back a half worded sentenced email and said at the end, apologies, I have a staff shortage today !!

I just can't believe in this day and age where people are crying out for custom that people can still have customer service like that.. no matter who they are..

[Justin]

I have to say I had the same experience with Listawood a number of years back and turned my back on them. In the last couple of years I've seen a dramatic difference and what Ian has said would explain this. I've heard this from several different people recently, it's great that they've taken action to change how they work and this will be paying off for them.

[Ian M]

oh Ian i am glad you went, i thought the dates would be helpful to people. i nearly told the company to stick it yesterday i can tell you. funny how the tables turn, they learn in the end

To be honest Laura I found the small spring show much better in a way than the big national show in Coventry. Sure there isn't as many suppliers at the smaller shows but, I got chance to spend time with suppliers I wanted to talk to as there wasn't loads of people they had to deal with like at the big national show. In fact one company I was talking too we were sharing tips with each other which was just great. I came away with quite a few catalogues & had found just what I was looking for to add new products to my business. Well worth the trip in my opinion & I will go again next year. :biggrin:

[Ian M]

I have to say I had the same experience with Listawood a number of years back and turned my back on them. In the last couple of years I've seen a dramatic difference and what Ian has said would explain this. I've heard this from several different people recently, it's great that they've taken action to change how they work and this will be paying off for them.

Justin, I really did get the impression that they do really want us small businesses now which is good. Charlie was great as she listened & she really made me feel at ease very quickly. In fact if the other staff at Listerwood are like Charlie then I will start to buy from them again. She really does know what customer service is & that goes such a long way with me.

[Ian M]

See this is where I would end up losing my suppliers lol.. as I would have emailed back a half worded sentenced email and said at the end, apologies, I have a staff shortage today !!

I just can't believe in this day and age where people are crying out for custom that people can still have customer service like that.. no matter who they are..

Nikki, customer service should always be the best a company can give at all times. I used to train people in customer service whan I worked at RBS & from that I expect 100% at all times. I used to deal with customers who were titled. rich & famous etc & I also had to deal with customers who were low paid etc. I treated every customer I dealt with exactly the same because without them I wouldn't have had a job. I always used to say that every customer we dealt with should always be treated as the most important person in the world because that is what they were to our business.

[Earl Smith]

A good friend of mine works in Marketing. When I started my business she gave me a tip. Never, ever, make a customer feel small, always make them feel special. Why? Because these "small" customers will talk about you. In Marketing she calls them the Whisperers. They will recommend you to others and its from those others that the bigger customers come. Acorns and Oak trees come to mind. Say a bad word to a customer and you will loose a lot more than just that one customer.
And thats the philosophy by which I run my business. Bend over backwards for the little guy.

Listawoods made the classic mistake and now youve written about them on here.

[mrs maggot]

Listawoods made the classic mistake and now youve written about them on here.

can i point out, i was not referring to Listawood, and the comments Ian & Justin have made refer to a few years ago rather than recently, so hopefully they realised the error of their ways as they certainly are very different now.

Ian we went to the smaller shows last year, and will probably support the smaller ones again next year, the whole trade only set up for me makes it one of the best shows to attend