Re: Two mea culpas received from smokingpipes.com

It seems to me that communication is a two way street. We don't want
out e-tailers to be cold coprorate types but when the limitations of
being human rear their head the reaction is strong. Mistakes happen
and I judge a business not only on being efficient and accurate, but on
how they handle the inevitable mistake once it has occurred.

We are also dealing with at least one communication medium that is
imperfect, to say the least. Emails bounce all over the place. Folks
have plenty of spam filters that are working overtime. I know numerous
times I have had to ask customers to turn their filter off, or allow my
address, to get messages to them. I have also heard from customers who
have sent me emails that never got here. Luckily many have then called.
I have to wonder how many didn't. But unless they call me and let me
know I can't deal with the problem.

For the past two days my access to the internet has been sporadic at
best. The problem is now solved. At the same time my cell phone went
bad, and as I have an account in Cleveland I can get no service here in
Georgia. So, for some time there will be one blind spot in my
communications ability (soon to solved when I get my voicemail access
number). Shit happens and following Murphy's Law this is when someone
becomes disgruntled, right at the worst possible time. But then again
anyone can call me on my home phone as well. If you look on my site I
encourage calling. I almost beg for it. The phone is your friend.

Yes, there are a few businesses that treat their customers as if they
couldn't care less about them. Smokingpipes ain't one of them. In
fact, I know from experience that their efforts in trying to be
accessible are monumental. When Folloder stays at my house on his
drive home from Myrtle Beach he is constantly on email and taking
calls. It is 24/7. I also know Sykes and understand his committment
to service and keeping his customers as happy as possible. I'm sure
that this event with Desert has his stomach in knots with him hell bent
on correcting this single blind spot, one I would bet was caused by a
very temporary situation or combination of situations.

The folks on both ends of a transaction are only human. And while
service is first and foremost, mistakes will happen and situations will
arise. Intentional rudeness and disregarding customers is one thing,
but a genuine mistake by a reputable business, a situation that isn't
consistent with their reputation or past dealings, is quite another.

If an email isn't answered, send another. If there still is no
response pick up the phone and call. Or, just call in the first place,
especially if there is an 800 number provided. E-mails are just
slightly more reliable than smoke signals.

Art

.

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