<VV> free advice

Wed Aug 10 19:45:16 EDT 2005

The business model determines the level of free advise, and 
competition drives it.  If I somehow invented a web site that could 
answer all the five things you do, as well as take web orders (so you 
don't have to do sales) then ... I don't need you!  It is cheaper to 
pay the computer.  And if it is significantly cheaper, then I can 
reduce my price.  And when a lot of people do this, price becomes the 
only thing.  And then the customers complain about service.  Airlines 
are a perfect example.  They became so price driven that getting a 
bag of peanuts is tough (versus the full meals they used to serve), 
everything is slow, you can't use a travel agent any more, you have 
to go to their web site, and on and on.  Polls show air travel 
complaints at the highest level ever right now.  Banks used to charge 
you to use ATMs and on-line services ... once these were perfected 
they are free and talking to a person costs ... go figure.

I doubt this is 100% possible in Corvair parts -- to fully automate 
-- but to some degree it will happen.  Some vendors have catalogs on 
line, ebay sales, etc.  Then they offer lower prices and the cycle 
begins.  And we all lose if we are not careful ... because some 
vendors won't make it, and the ones that do will likely have less 
service and free advice.

My advice ... don't abuse "free advice" and if you take the advice, 
buy the part and the manual!  Try and support a few vendors.  Don't 
make price the only consideration.  Remember -- the market drives a 
lot of this.  If we all make price the main selling point we will get 
lower prices and less service.  And Corvair parts (in general) are 
plentiful and cheap compared to most classic cars.

Eric

At 01:46 PM 8/9/2005, kaczmarek at charter.net wrote:
>Guys
>I don't know how many of you are depositors of the nations largest 
>bank (Bank of America), but they actually CHARGE YOU TO SPEAK TO 
>SOMEONE OVER THE PHONE. At least they do in NC and VA.  If you go 
>thru the voice activated system to check on the problems you can, 
>and then you still need to speak to a Customer Service Rep, there 
>will be a charge for it on your statement.
>
>Can you imaging calling Lon, Cal, Larry, or even me at Steele 
>Rubber, because you couldn't get the answers you wanted online and 
>being charged for it?? The anally frugal would bust at the seams!!!
>
>I take about 50 calls a day in the 8 hours I'm at work.
>There is a counter in my phone that lets me know this.
>
>50 x5 --250 calls a week. 1000 calls a month.
>Out of those 1000 calls, last month I made 260 sales, or just a hair 
>over 1/4 of all calls resulted in sales.
>
>Those sales resulted in a gross of just under 41K, of which they 
>paid me 2500.00  So what did I do with the rest of my time???
>
>1. Give quotes to people who can't afford the parts (even though our 
>prices are the lowest in the industry overall)
>2. Give installation advice to people who have never installed 
>weatherstripping before.
>3. Tell customers how to find their model and style information on 
>whatever model they have.
>4. Telling customers that they shouldn't bother looking for mass 
>produced rubber parts for a car that they only made 1100 of. EX:69 
>Torino Convertible.
>5. Counsel Customers when they say their parts don't fit.
>(Turn it over and upside down---NOW try it!!! OH!!!!
>
>And the list is almost endless.
>
>Now before I hear a slathering of
>
>"that goes with the Territory" and about 100 other made up axioms, 
>be advised that
>
>The person who coined the phrase "the customer is always right", 
>probably was never in business themselves.
>
>Companies that live by that axiom don't always stay in business.
>
>Sure, you want to treat your customers fairly. As long as it isn't 
>to your detriment. If you're going to spend 25.00 worth of your time 
>answering questions to someone who hasn't ever bought anything from 
>you, and may never buy anything from you, the only person to lose is 
>the person who is in business trying to make a living. And then they 
>complain they have to pay for the long distance charge to talk to 
>you as well???
>
>I probably don't know everything I need to know about that.
>
>Information is knowledge. Knowledge is power. Power costs money. 
>Methinks that's the bottom line.
>
>Hank
>
>
>
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Eric S. Eberhard
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