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Some may say that the comment I'm about to voice is uncalled for but isn't this site about opinions? So here's mine:
H & H is a sponsor and as such has gone through (or at least we're told) some scutiny by the owners. H & H also had an excellent reputation insofar as its products, prices and customer service. The old owners made a public announcement by posting information about the sale. The new owner also announced through posting here on the bulletin board his dedication to continuing the same quality performance and reputation of the company but from another location.
Therefore, to dispell any of the problems this new owner was experiencing, why didn't he just post a broad announcement here on the board? He could have just said that the move was more involved and causing some unexpected situations that he did not anticipate and he was sorry for any delays or missed communications. If I were a customer awaiting a delivery this would have sufficed and at least given me some feeling that my order was appreciated, was being dealt with and I would have coinsidered any emails or phone calls I might have sent answered.
To paraphrase someone - You can do 100 things right but all it takes is to do 1 thing wrong.
Allan
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Or to quote another great but anonymous philosopher, "It Only takes One OH S*** to cancel out 10 Attaboys" Wait and see how JC and LF make out.
Bob
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I've bought and sold a business and have been in on the transition of several others.
IMHO and experience - customers are pretty supportive (even remarkably so) if they know you are *really* trying - But the only way for them to know that is if you *tell* them.
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My experience in this.....
First of all the new owner did post that there were troubles in the transition.
It turns out I placed an order with the new owner, Ron,,,,right during the days his inventory was in transit to the new warehouse....part of the order was shipped from the manufacturer and I got that as expected...the other part arrived yesterday...it came from his warehouse...it was not shipped till about a week to 10 days after the order but his post on FAOL had warned of this....so for me at least I can cut him slack....I don't think he anticipated how hard it would be to get current.
Now, unfortunately [we'll see] I placed an order just before I saw this string so I hope it goes well....his -email newsletter currently as some good discounts...but I too would have waited after seeing this string...
We need to see how LF fares.
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OK folks, Ron is "finally" getting caught up,
where more orders are shipping than are coming in. He is shipping about 150 orders a day - and is including either an extra goodie or giving extra discounts. He now has 6 people working (the most Bob ever had was 3)
Some orders which have not shipped were waiting for stuff to come in from his suppliers (45 boxes came in this morning.)
I do believe he is doing everything he can to fill orders, and he says he will be caught up within 10 days. Bob advised Ron NOT to post here on the board, which is why he hasn't...
He is returning phone calls in the evenings,
and once this crunch is over you will be able to talk to him about your orders (and rod building is his speciality.)
Things did not go as smoothly as everyone had hoped or intended - but he has EVERY intention of the business being what it always has been.
Let's cut him a little slack here folks.
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LadyFisher, Publisher of
FAOL
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LF's word is good enough for me. I like many folks have orders into H&H the oldest being a little over a month. I received one order yesterday and hope to see the other soon.
I like everyone else have come to expect that stellar service H&H has always provided and like everyone else am just as impatient, but understanding with their present situation. For myself I hope that once this transition catches up, all will be back to normal or even better. Only time will tell that. As for now, they still can count on me for business.
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I'm a newbie, but my first experience with Ron was good. I ordered on Feb. 6 and got my kit on tuesday. From what I read here, Ron was in the process of moving when I ordered, but he responded to my couple emails all within a day or so. I thought the service was good, all things considered.
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I agree that "Let's cut him a little slack here folks." is appropriate in some instances but also a returned e-mail or phone call is sometimes also called for. Jack
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Here is what I would like to say to Ron:
Rule one in sales is to always be 110% upfront with your customers. When someone calls and asks to speak with Ron, the answer I got was I'll fax him your request. What Should have been said was something like we are in a transition here and currently backlogged. Please undersand that Ron will not be able to return calls for 'x' days. We thank you for your understanding and are working to get back to our well usual standards of excellence.
It is understandable that this happens. It is worth telling your customers the estimated ship date and if they are unable to live with that then let them know H&H will return to a quicker ship date soon.
No response or I'll fax him your request... and leaving it as though you will get a call back is disengenuous and does not inspire confidence. If I was told that I would have to wait 5 days for a call and then 5 days for shipping (or whatever the time really is) I might very well have said fine, I'll wait. Because I heard nothing, three times I decided to move this sale to someone who could meet my requirements. I placed my order elsewhere and they emailed me within 24 hours that they were out of one piece, that it should be in before the end of the week and that they would turn it around and ship it out same day.
Communication is the key. While the rough transition is excusable, the lack of communication about that difficulty from those who answer the phones is not.
So this sale went elsewhere. Next time I might very well try H&H due to their good reputation over time. I do not want to write them off because of a rough transition. BUT if this is how they are 6 months down the road I for one will look elsewhere.
jed
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why send out the sale notices if he was already buried? Also, why would BOb tell Ron not to post here? There have been a bazillion orders to H&H from folks on FAOL over the years. When I do not have the information I want then I make my own conclusion based on what I know or do not know. It would really be sad for Ron to lose a ton of business for lack of simple communication. I have an order, but I am going to wait and see what happens.
Good luck to H&H. May your business thrive.