I think that's an excellent point, Scott; most happy customers never say a word, and the odds you came up with are pretty interesting!

90% of unhappy customers will respond, yet only 10% of happy customers will respond; what does that average out too? And don't be a smart a$$ and say it adds up to a perfect 100%, okay?

I think that 10% of all customers will always be unhappy, no matter what.

And that 90% of customers will be happy; now, how does this example fit to our Rennlist sponsors? Any deviation, for good or ill?

- Julie

 

IBM and HP did studies back in the late 70's and early 80's.

IBM's concluded they spent 90% of their advertising budget dollars winning back old customers whom that had offended in the past.

HP's concluded that they received feedback from less than 15% of it's customers.. out of 100% of the feedback they received, 80% of it was negative.

I use these numbers because I know they are true.

(Business thesis on customer service when I was doing ISO9000 and Business Process Reorganization studies in the early 90's for a multi-billion dollar aircraft company. YEP- I was the upper level mamagement guy that helped companies trim bottom lines, and in effect put a lot of people outta thier jobs.. sorry..I ended up being a victim as well. At least I got an MBA out of it.)

They also illustrate that customer service had to evolve if they were to STAY in business.

I think they both learned a valuable lesson.

The customer isnt always right. But a company has an option to make it right. Give a business the option to provide the customer satisfaction BOTH parties deserve.
perfection takes time. expectations must be met in order to satisfy all.

Kudo's to all- this has been a good read. Tempers flare and unkind things said. I hope we all learn from this.

 

Julie- you ought to deal with New Yorkers on customer service- they ARE the 10% that are unpleasable..

Wooo- That was offsides..

 

Chris, believe me, I have, I have...the one customer at my other job that I could never please had to deal with a guy in the UK, who ordered from us, and then claimed our price was wrong, and that it was less expensive there; there was unfortunately no give in he situation, and it was all over a friggin' island for some old TV show with puppets, Thunderbird Island. The cost of shipping back and forth was more than the toy cost!

A learning experience of which I hope I learned my lesson!

- Julie

 

Firstly, I believe the "chain of command" so to speak was not followed, and probably should have been, however in terms of packaging I'm glad this was brought to light, are there people that believe that if a complaint brought to the vendors attention concerning the packaging would have changed they're entire packaging process?
What would have happened is they would have packed the crap out of the replacement then reverted back to the cheaper way.
Secondly let me state that I'm a lowly peon non-member, and I've learned that thru this thread that I cannot expect any real support concerning....... well from what I've read much of anything. "However - for folks that are NOT a Rennlist Member - I don't know you, you don't support the site, so frankly - you "paddle your own canoe" Frankly this statement doesn't make me feel like much of an enthusiaist. Maybe it would if I were a paying member.
Oh I realize that you've got to keep the contributing sponsors happy or they'll pull precious funding. I've seen a new member get a question or 2 answered and immediately get the now you need to become a member reply...sickening.
So are we helping fellow owners because we're all enthusiasts or are we trying to get more monetary contributors? True I haven't the faintest idea what running this site entails and frankly don't care, I just thought this site was about helping fellow enthusiasts not just the paying members.
Regards, peon non-member, Picstr.

 

Well said, Picstr..!!!!

Thanks! Therefore:

In the future, should anyone who is not a Member - please contact PICSTR for any technical support issue, vendor issues, admin issues regarding Rennlist; including - but not limited to issues regarding transaction, Sponsor complaints, assistance with Avatars, Login issues, free classifieds - whatever.

When I quit my paying job, so I can both afford the time and costs associated with running Rennlist - or the costs are fully offset by the revenue - I'll see what I can do to to change my priorites to assist any of the 140,000+ site users at the same level I support Members. In the meantime - I'll continue to prioritize on supporting those who pay for the service (ummm - "customers"?) as my priority. I'm thrilled you are picking up support on the other 137,000+ folks.

Thanks PICSTR, for picking upthe support for folks like yourself !!! OH - for my ADMIN e-mail from those folks that I do get support issues from - should I just forward them all to your e-mail at: TPickard@Tampabay.rr.com, or do you want me to send it to another account? There should be only about 300-400 e-mails per day, OK......

 

Picstr- I believe early on in this thread the discussion was "about airing dirty laundry" and Rennlist support from a non-member.
This is bunk. The support we ALL receive is thru the generosity and expertise of others- Not Rennlist per se. Rennlist is a conduit for information sharing- not your wetnurse.
No one forces you to read or participate and absolutely no one FORCES you to become a member.
true, membership has it's privileges. but non-members get the same level of expertise when their question is answered FREE.

Most of us who ARE members, saw the VALUE of this and felt COMPELLED to help John and Jen defray the costs in bringing another "online tool" in our toolbox that we couldnt be without.
A virtual P9201 if you will. sure you can do without it, but what is your likelihood of doing it correctly?

I have met some great people and without Rennlist I would have sold my car years ago-I CHOSE to be the primary mechanic on my car and this list has helped me for years. Most recently I have taken on another project. Yes, I partcipate in other online lists as well, but THIS one has helped me the most. I support Rennlist, as do many many others.

Thats my .02

It's not free legal advice.

 

</font><blockquote><font size="1" face="Verdana,Tahoma,Helvetica">quote:</font><hr /><font size="2" face="Verdana,Tahoma,Helvetica">Originally posted by Picstr:
<strong>Firstly, I believe the "chain of command" so to speak was not followed...
</strong></font><hr /></blockquote><font size="2" face="Verdana,Tahoma,Helvetica">First of all, as a vendor in another arena, I do appreciate it when a customer lets me try to make a problem right before going public with the problem. However, I'm very clear on the fact that a customer has the right not to.

</font><blockquote><font size="1" face="Verdana,Tahoma,Helvetica">quote:</font><hr /><font size="2" face="Verdana,Tahoma,Helvetica">Originally posted by Picstr:
<strong>Secondly let me state that I'm a lowly peon non-member, and I've learned that thru this thread that I cannot expect any real support concerning....... well from what I've read much of anything.</strong></font><hr /></blockquote><font size="2" face="Verdana,Tahoma,Helvetica">So, you want the benefits of membership without paying to become a member?

As for the rest of your comments about membership and the money collected, that just seems kind of crass to me. John is gracious enough to make membership optional. I should think you would appreciate that. I certainly did before I became a member.

 

It seems we seem to view Porsche ownership a bit differently, some associate it with money some in comraderie and enthusiasm. I'm sorry some have and will be offended, nothing I can do about that, however I won't be posting here anymore.
Feel free to comment as you will, but my opinion on the whole Question=$=Answer type thing will not change.
Regards, Tim Pickard

 

"I think that 10% of all customers will always be unhappy, no matter what."

Kind of simplistic Julie. I am the single orneriest SOB there is. And yes I can get pissed off at the drop of a hat. However....

Does that mean I shouldn't have got upset last night when I sat down in an Outback and it was longer than 20 minutes before someone came to my table, and that after grabbing the waitstaff and saying something (And no it is not a one of occasion, has happened the last 4 times I've gone there)

OR that I shouldn't be upset with SMC because I've been trying to get a problem fixed for a month, and everytime I contact them they say re-load the software, and have said point blank to me, "If that doesn't work we can't do anything else"

Keeping in mind I've worked in customer service most of my adult life, and have recieved accolades from customers, and am even good friends with some customers 8 to 10 years later.

YEs the first call should have been to Huntley. But once it is identified that there is a problem and an unsatisfied customer, that now takes priority over everything else. Hell I'm in that situation with a Rennlist vendor right now on a smaller scale. And to be honest, they've been good enough to me that even if it doesn't turn out right it's unlikely I'm going to bad mouth them here.

But if you want to keep a customer you need to make it right quickly. There are many companies that i bad mouth to this day because of bad service I've had. I haven't talked to my father in 8 years, and then the only thing I said was "Ahhhh F*ck." Aint no-one can hold a grudge like me.

 

I've been silent on this whole thead...and make my own mind from reading some of the post on who I will deal with and who I won't.It doesn't take a rocket scientist to figure that out if you read on here much.

However...to those...and I mean ALL those non-members who care not to support this site for whatever reason is way beyond my comprehension.I realize there are those that feel their "contribution" is the knowledge they post on here however does nothing but only contribute to others not joining.I've heard all the excuses posted here in previous posting of membership drives.Point is though...whether you don't get a response on a question or not...if you have done ANY reading at all on this board it is well worth supporting it.A quick seach will find most of the answers anyway.If you can't afford to support this site maybe you should consider riding a bike instead.If you can't afford the membership you are in a world of hurt in trying to afford a 944.The knowledge in this forum goes far beyond anything you will find on the net...Lets keep it that way..and support it.It has saved me tons of money not to mention the the experience of helping my 16 year old son Mikey to be able to learn and maybe someday retire early as one of those dreaded Porsche mechanics!

Michael & Mikey

 

</font><blockquote><font size="1" face="Verdana,Tahoma,Helvetica">quote:</font><hr /><font size="2" face="Verdana,Tahoma,Helvetica">Originally posted by Picstr:
<strong>It seems we seem to view Porsche ownership a bit differently, some associate it with money some in comraderie and enthusiasm. I'm sorry some have and will be offended, nothing I can do about that, however I won't be posting here anymore.
Feel free to comment as you will, but my opinion on the whole Question=$=Answer type thing will not change.
Regards, Tim Pickard</strong></font><hr /></blockquote><font size="2" face="Verdana,Tahoma,Helvetica">I don't think so Tim.

Looks like you formed your opinion and made up your mind a long time ago. And furthermore, it appears you are the one associating Porsche ownership with money.

Oh.... bye-bye. <img border="0" alt="[bigbye]" title="" src="graemlins/xyxwave.gif" />

 

I personally am thankful for all the help from Rennlist, members and nonmembers.

If everything boiled down to lots of money, I couldn't be here;

Without all your help, I never could have afforded to become not only a member (won a two year membership), but also a Porsche Owner! Who cares if it was a salvage vehicle, there's nothing wrong with it, either structurally or mechanically.

My car has indeed turned into the "Car Rennlist built!" I have been mostly unemployed for two years, and I still can't believe I have another Porsche! I am tearfully thankful and pleased.

Sid, I think you have suffered more than enough with the instances you pointed out, with Outback and SMC...SMC should offer to pick up the item with a call tag, and give you back your money immediately!

Call tags are something I used in customer service, when things got really bad, as in your case; they can't fix it, so they need to ultimately do the right thing, and reimburse you. Probably a problem in the code in the software somewhere, an unknown bug, if you will.

Like I said, there is a way to deal business, ie, contact the vendor first; if not satisfied with results after your initial complaint after two weeks to a month, by all means, post!

But you have to let the Vendor know there's even a problem, or they can't fix it, you know!

I would still like to hear more good things about vendors, too.

- Julie