Quote: Originally Posted by ptperformance
Damn, some very nice things said there. Thanks. If you look at the "About Us" on the site you will see that is where we stand, and that is with the customer. The speed parts industry has been beat up by everyone wanting to work out of there moms basement. But some very large and profitable companies started that way as well. We dont want to be "take a number and we will be with you in 3 minutes" type of deal. If I dont pick up the phone its because on I am on the other line with a customer. I will call you back in 24 to 48 hours most occations and PM's and emails get answered in that time frame as well. There is no reason to be another "Sumit, Jegs, or Howells" They all have the big money but have just poor customer realtions/service. I will make sure that as we grow I will keep that CS even if it mean I have to take a pay cut to make that happen. That will make us different and keep our customers coming back. Now if I could just get everyone of them to tell at least 3 people about how happy there were with us. Its to bad that most keep the good to themselfs and rant about the bad.
Very true...but most PTP customers on this site haven't been shy about representing for you guys. As for spreading the word to others, you could always introduce a referral program. A. Anyone who receives great customer service shouldn't have any issues telling someone about it, B. If they do, there'd be some incentive for them to take a few minutes, tell a friend and either fill out a short form or go by e-mail address, and C. It could be dependent on money spent. IE. You get so much store credit in return depending on how much the referral spends, etc. All kinds of ways to do it.
I know a lot of companies sacrifice things as they grow, just to be big or an industry leader...but 90% of them I won't and haven't bothered doing business with because of personal experience or reputation. It's really too bad. I know people have ZERO issues telling the entire world when they've had a bad experience...and when they have a good, it's not always the same. It's definitely difficult to maintain a spotless record as you get bigger, but if that's your primary focus and goal, I think you'll do fine and retain the business of a lot of people.
