Help with customer service

[Big Poppa]

Dear Knuckleheads,

You know I love you and spend way too much time here! I need your help as apparently most of the key staff posting here is not enough.....We just tracked the incoming telephone calls and emails and forumite specific calls and emails are 40% of our volume. THis is crippling our ability to take care of everything else we need to do especially sell to dealers and distributors.
Some call to just say HI....Some call to see whats new, and some call to offer advice. Most usually follow up the call with a pm or email that requires a response.

When a forumite sends their instrument to the factory there is the necessary first call (actually your dealer should be your conduit...but Im ok with it)...then there is the call "Hey Dan, Did you get it?" Then the email making sure that Dan ackowledged getting it......then the requested personal diagnosis from Dan/AJ. Then the call when it comes back.....

Please oh pretty please we are there for you. When you need us. We have no intention of cutting back on customer service....but please make sure that when you call/email/pm that you really have something that can only be handled by direct contact.....Its sort of like calling the air traffic controllers to chat....!!

 

[the24thfret]

Point taken, BP. Thanks for the post.

 

[roburado]

Thanks, BP.

 

[colinboy]

i see your point BP.thanks for that.

 

[pseudo1]

I called Customer Service to confirm what you said was true BP....




Kidding of course.

 

[GuitarHack]

I called Customer Service to confirm what you said was true BP....




Kidding of course.

That was good to me, thanks

 

[Dead-Eye]

Some call to just say HI....Some call to see whats new, and some call to offer advice.

Seriously?

 

[Big Poppa]

yes. Look its just familiarity...but really it is circumventing the dealer or distributor who is the first line of defense when you have a problem

 

[beej]

Sounds like a very reasonable request. Thanks pops, will definitely not abuse the CS guys.

 

[BigMESA]

lol I've never even thought to call a company to to chit chat unless I had a problem that was a warranty problem. Some people...

 

[SCman]

Nicely put BP.

I have an idea for you that may help cut back some CS questions. You have a great instrument website - great product photos and descriptions but there is not enough information on the setup/faq section.

Some of the information is ambiguos and a little confusing at times. I can just imagine how many calls your CS dept receives on the topic of the neck wax/oil. The faq page is not clear enough - ie is the oil applied to the entire neck and fretboard or just the back. It might help to post small individual "set-up" web pages specific to each model with a few basic drawings for trussrod adjustment, measuring relief, etc.

Just a thought and I mean no disrespect to your present product site.

 

[Mick]

Ok

I can´t cal the CS
I can´t pm you
I can´t be your facebook friend

So can I have your cell phone nr at least?

Mick

 

[Colin]

I'm joining BP's golf club

 

[Whymsical]

I'm joining BP's golf club

Is there a Music Man sponsored hole in 1, par 3? That would be worth the joining fee alone.

 

[NorM]

Wow that is a high percentage.
Please tell Dan he is the man.
Please tell AJ it was 108 degrees here in Tucson today.
Please tell Aziah I'll take care of the tomatoes.

Heck they already know that stuff already. Just smile and know that someone (even if it is just me) had positive thoughts about you and the family that is your company.

But could you pass on to the person sanding the fretboards that I touch their work everyday and love the work they do/did.

 

[Whymsical]

wow that is a high percentage.
Please tell dan he is the man.
Please tell aj it was 108 degrees here in tucson today.
Please tell aziah i'll take care of the tomatoes.

Heck they already know that stuff already. Just smile and know that someone (even if it is just me) had positive thoughts about you and the family that is your company.

But could you pass on to the person sanding the fretboards that i touch their work everyday and love the work they do/did.

+1, except maybe the tomatoes.

 

[Colin]

Is there a Music Man sponsored hole in 1, par 3? That would be worth the joining fee alone.

my brother has played at the course and trust me we couldn't afford the membership...

 

[Big Poppa]

I think this is just crazy.....I im asking is for the forum to be equal to the general publec in terms of contact.....Think about it...we expect calls from the public....but the forum feels part of the family and expects additional service.....No biggie but if you are less than 5% of the business you shouldnt have 4-% pof the contact.....

I started this by saying I love you all (some more than others...ok some I barely like! heheheeh) I think I have explained it a million times....just please make surer that you really have a problem and please go easy on Dan and AJ....

 

[bkrumme]

We crazy knuckleheads live by your request to call CS and we really push this same idea on new forum members, especially the ones who just want to join the forum so they can post about their problems. But I think it's hard to remember sometimes that an extra "thank you" call or e-mail just to catch up really takes away from the service we receive. The time we might spend making that extra call or sending that PM or e-mail takes away from those who really have an issue CS can help with.

*Mental note - only call or e-mail CS with a legitimate issue*

 

[PeteDuBaldo]

Hmmm, am I in the 60% group or the 40% group? Maybe I will call AJ and ask him.


JUST KIDDING!