Carter Starter

Jani Peter Sandvik · Post by **Jani Peter Sandvik** » 21 Dec 2007 6:33 am

Alan James wrote:
Jani Peter Sandvik wrote: lets put it this way: an opinion is like a gingerbread. some one likes them and someone likes them not.
And... this looks like someone is defending the gingerbreads yummyness.
And... this looks like someone doesn't like the gingerbread's yumminess.

you see... they who love it cant imagine that there is someone that doesnt like it

Tony Prior · Post by **Tony Prior** » 21 Dec 2007 6:52 am

thats why in a Courtroom both sides of the story are told and then you can choose to defend or NOT defend the Gingerbread yummy !

I'm defending nobody, I'm commenting that with ONE side of a story , we have well..uhh..

One side of a story...

Jani Peter Sandvik · Post by **Jani Peter Sandvik** » 21 Dec 2007 7:15 am

Tony Prior wrote:thats why in a Courtroom both sides of the story are told and then you can choose to defend or NOT defend the Gingerbread yummy !

I'm defending nobody, I'm commenting that with ONE side of a story , we have well..uhh..

One side of a story...

well here they have a story or they dont have. But what the heck... I should wash my hands out of this. has anyone got soap.

Bob Borzelleri · Post by **Bob Borzelleri** » 21 Dec 2007 7:41 am

I don't know why it would appear strange, odd or inaccurate to read about a telephone exchange between two people who do not know each other that went into the toilet. For that matter, many people who do know each other find their conversations heading south rather quickly.

When all is said and done, the company has to be measured by the level and quality of the communication of the company's representative. No matter how well anyone here knows or likes the folks at Carter, if they are allowing someone to handle customer service calls with anything other than respectful customer service, then they are allowing the company image to be defined by those contacts.

This thread has been characterized by several commenters who have related contacts that were disrespectful. Assuming that they are not all being deceitful, it would appear, at the least, that Carter has a problem with how phone calls are handled with at least one employee.

In this day and age where purchasers have few avenues of recourse when a manufacturer chooses to shut the door, the only clear option becomes a decision to cease support of that company. That is a personal decision and, I believe, people who make such a decision have a right to tell their story without having people who don't agree with their decision saying essentially that they were the problem.

Knowing, liking or supporting a company, their products or their policies can, in no way, position anyone who was not involved in the interaction at issue to pass judgement on that interaction.

Your mileage might vary.

Alan James · Post by **Alan James** » 21 Dec 2007 7:43 am

Jani Peter Sandvik wrote:i agree i have heard birds singing the same song over here to. cause one steel player tried importing carters to Finland but there was an issue what i dont know what it was. sorry

If you don't know what the issue was, why are you commenting on it?

Jani Peter Sandvik wrote:you see... they who love it cant imagine that there is someone that doesnt like it

There are at least two sides to every story (think Rashomon). Just because one person's experience does not match that of another does not mean they cannot imagine the possibility of the other person's experience. You seem to be exhibiting the same type of behavior you are commenting on in others.

This thread appears to point out that some people have good experiences dealing with Carter while others do not. This will always be true about any company in any industry.

I would suggest that customer service is a two-way street. You get what you give and you hear what you want to hear.

Anyway, have a merry Christmas and happy Holidays.

Jani Peter Sandvik · Post by **Jani Peter Sandvik** » 21 Dec 2007 8:02 am

[quote="Alan James"][quote="Jani Peter Sandvik"]i agree i have heard birds singing the same song over here to. cause one steel player tried importing carters to Finland but there was an issue what i dont know what it was. sorry

[quote]
If you don't know what the issue was, why are you commenting on it?
[quote]
i know that there was an issue cause he told me that they didnt come to terms. and the forum is for commmenting
[quote="Jani Peter Sandvik"]you see... they who love it cant imagine that there is someone that doesnt like it[quote]
There are at least two sides to every story (think Rashomon).

[quote]bright side and a dark side.. right?

Just because one person's experience does not match that of another does not mean they cannot imagine the possibility of the other person's experience.

[quote]Well people judge others for their experience from the same thing. (excuse my bad english)

You seem to be exhibiting the same type of behavior you are commenting on in others.

[quote] Well i have never said that im a gentleman. and still the forum is for comments;-)

This thread appears to point out that some people have good experiences dealing with Carter while others do not.

[quote] B I N G O !

This will always be true about any company in any industry.

[quote] double B I N G O!

I would suggest that customer service is a two-way street. You get what you give and you hear what you want to hear.

[quote]thats true but the mouth starts the lines of hearing eih

.

Anyway, have a merry Christmas and happy Holidays.

[quote]the same

Alan James · Post by **Alan James** » 21 Dec 2007 8:18 am

i know that there was an issue cause he told me that they didnt come to terms

Who's fault is that? If people cannot come to terms (money, delivery, qualifications, etc.), then they usually do not end up doing business with each other. That appears to be what happened and your friend did not seem to like that.

bright side and a dark side.. right?

No. just two different sides. The interpretation of bright/dark, good/bad is one each individual makes out of the filter system of beliefs formed by their life experiences.

Jani Peter Sandvik · Post by **Jani Peter Sandvik** » 21 Dec 2007 8:23 am

Alan James wrote:
Who's fault is that? If people cannot come to terms (money, delivery, qualifications, etc.), then they usually do not end up doing business with each other. That appears to be what happened and your friend did not seem to like that.
isnt customer always right?

No. just two different sides. The interpretation of bright/dark, good/bad is one each individual makes out of the filter system of beliefs formed by their life experiences.
so dramatic. but hopelly good humour

Alan James · Post by **Alan James** » 21 Dec 2007 8:35 am

No, the customer is not always right. However, they usually think they are.

Jani Peter Sandvik · Post by **Jani Peter Sandvik** » 21 Dec 2007 9:27 am

Alan James wrote:No, the customer is not always right. However, they usually think they are.

explain. im a stupid finn

Alan James · Post by **Alan James** » 21 Dec 2007 9:34 am

I would dare say you are certainly not a stupid Finn.

It means exactly what it says. Nothing less and nothing more.

People usually perceive themselves to be in right. It's all about perception and interpretation.

Jani Peter Sandvik · Post by **Jani Peter Sandvik** » 21 Dec 2007 9:41 am

But if you put your self in the salesmans shoes. how would you be to a customer to make him satisfied

usually when it comes to customer service the usuall thought is to smile all the time also when it doesnt feel that way

Alan James · Post by **Alan James** » 21 Dec 2007 10:19 am

Most companies provide customer service within a set of parameters that the company has developed to stay in business while providing quality goods and services.

Sometimes disputes develop because the customer insists on doing his way. No company can be all things to all people. That is why people drive different cars and live in different places.

"There are some customers you cannot afford to keep"
Tom Peters

Try this book:
click here

Bob Borzelleri · Post by **Bob Borzelleri** » 21 Dec 2007 11:03 am

Alan James wrote:Most companies provide customer service within a set of parameters that the company has developed to stay in business while providing quality goods and services.

Sometimes disputes develop because the customer insists on doing his way. No company can be all things to all people. That is why people drive different cars and live in different places.

"There are some customers you cannot afford to keep"
Tom Peters

An someone who has spent several days with Tom Peters over the years, I would suggest to you that the customers "you cannot afford to keep" are not in the same class as the folks who have been passing along their experiences with a Carter rep who sounds like she simply doesn't want to deal with adverse situations.

I managed people who had direct customer service presence for many years and while I would be the first to agree that the customer is not always right, there are relatively few people who can maintain rightous customer indignation in the face of a customer service person who makes it clear that they want to get to the bottom of the issue and do all they can to help out.

I don't believe that any of the people who have reported difficult communication with the Carter rep in this thread have evidenced anything other than dissatisfaction with both the tone and abruptness of the customer service rep.

I don't know if this issue has morphed into a philosophical discussion about customer service in general or if your comments refer to any of the folks who have posted their experiences with the Carter rep. If it is the latter, then I don't at all agree that these folks should be catagorized as "customers you can't afford to keep."

Alan James · Post by **Alan James** » 21 Dec 2007 11:17 am

My remarks are about customer service in general.

Tony Prior · Post by **Tony Prior** » 21 Dec 2007 11:38 am

There is actually a book titled ."Good Customer, Bad Customer"..I think thats the title, I have it around here somewhere..I think one of the chapters is titled "The Customer from Hell"...

It implies that there are some customers that actually cost you way too much time ($$$) and effort and you should move on from them because while you are trying satisfy them you have lost the opportunity to work with BETTER rated customers on the scale. These "BAD" customers drain company resources .

Jani Peter Sandvik · Post by **Jani Peter Sandvik** » 21 Dec 2007 11:55 am

Tony Prior wrote:There is actually a book titled ."Good Customer, Bad Customer"..I think thats the title, I have it around here somewhere..I think one of the chapters is titled "The Customer from Hell"...

that book must be very cheap

Bob Borzelleri · Post by **Bob Borzelleri** » 21 Dec 2007 12:06 pm

Tony Prior wrote: Remember, Sienfeld and Kramer were banned from the Fruit store, theres the proof.

Yes, and the other side of the equation was also represented on Seinfeld in the form of the infamous "Soup Nazi".

It takes all kinds (although there are some kinds that many of us would be happy to do without).

Jim Manley · Post by **Jim Manley** » 22 Dec 2007 9:27 pm

it seems to me that the carter company has 1 person who is not too customer friendly(especially beginners)If i was in charge of the company I would do some research and weigh the odds if this person was hurting my company and make the proper moves.A lot of responses have been to defend Carter well the Carter guitar company is not the problem!!it is in the customer relations apparently with new players on the phone!I am positive that if i would of told this person on the phone that i was Buddy Emmons .i would of been treated different!bottom line is that i got treated like dirt from someone from Carter and i got money in my pockets that i am willing to spend on steel guitars,now who is right the customer or the person manning the phones knocking down the be ginner?Thanks to Jerry Fessenden for building me a great guitar!

Jani Peter Sandvik · Post by **Jani Peter Sandvik** » 23 Dec 2007 12:45 am

Jim Manley wrote:it seems to me that the carter company has 1 person who is not too customer friendly(especially beginners)If i was in charge of the company I would do some research and weigh the odds if this person was hurting my company and make the proper moves.A lot of responses have been to defend Carter well the Carter guitar company is not the problem!!it is in the customer relations apparently with new players on the phone!I am positive that if i would of told this person on the phone that i was Buddy Emmons .i would of been treated different!bottom line is that i got treated like dirt from someone from Carter and i got money in my pockets that i am willing to spend on steel guitars,now who is right the customer or the person manning the phones knocking down the be ginner?Thanks to Jerry Fessenden for building me a great guitar!

thumbs up! Thats the way it goes folks. this is as human nature is. If A company treats you like dirt, the customer takes his bizniz to a other company tha t treats him well, and gives good steel guitar for the money.

"Common sense you cant learn from books"

my congrats to jim for tha fessy

Gary Lee Gimble · Post by **Gary Lee Gimble** » 23 Dec 2007 2:49 am

These "BAD" customers drain company resources .

customers that actually cost you way too much time ($$$

Toni, that is a crock of.... Companies "resources" must include accommodations for all. That investment of time may yield a deal in the future or at least some good will. Toni, GOOD WILL, comprende? If a potential customer feels slighted during an inquiry, shame on that customer for allowing that. Yeah, its easier just to hang up the phone and tuck your tail underneath and hide, or in this case, broadcasting discontent on a public forum. I don't care how many books are out there, "Good Customer or a Schmuck Looky Loom. People skills and assumptions aren't learned out of a book. Bottom line, consumers must be progressive, retailers must have their lips puckered up & poised for kissing, 24/7/365

Tony Prior · Post by **Tony Prior** » 23 Dec 2007 4:31 am

Jani Peter Sandvik · Post by **Jani Peter Sandvik** » 23 Dec 2007 4:32 am

Gary Lee Gimble wrote:
These "BAD" customers drain company resources .

customers that actually cost you way too much time ($$$
Toni, that is a crock of.... Companies "resources" must include accommodations for all. That investment of time may yield a deal in the future or at least some good will. Toni, GOOD WILL, comprende? If a potential customer feels slighted during an inquiry, shame on that customer for allowing that. Yeah, its easier just to hang up the phone and tuck your tail underneath and hide, or in this case, broadcasting discontent on a public forum. I don't care how many books are out there, "Good Customer or a Schmuck Looky Loom. People skills and assumptions aren't learned out of a book. Bottom line, consumers must be progressive, retailers must have their lips puckered up & poised for kissing, 24/7/365

. very true

Tony Prior · Post by **Tony Prior** » 23 Dec 2007 4:37 am

Jani Peter Sandvik · Post by **Jani Peter Sandvik** » 23 Dec 2007 6:02 am

[quote="Tony Prior"]Sorry Gary, it's not a crock..It's a BOOK....It's becoming a real business problem for larger companies.

where is the common sense ?

There is no such thing as a company MUST do anything...thats not in business 101...

ok so company just have to quit business, and open the liquor bottle

What about a company of 1 person..should that person stay on the phone with a demanding client hours answering questions without an ORDER instead of actually filling orders for people who have orders pending ? or even worse, customers trying to call to place an order ?

Well that means the person has to employ more people if he cant take the preasure.

Where are the rules that say a business has to even offer services or products to anyone ?

there aint no rules, there is a fair deal or no deal at all.

There are none.. Getting a service or a product from a business is not an entitlement.

who said business is a entitlement?

I'm not asking anyone to agree with me, but the facts are that there are a very small percentage of customers that sometimes offer very and drain them of time and resources.

well looks like your business succeds everytime eih?
are you the one that answears the phone at carters?

Sorry..

not my job.

By the way Carter is 3 people, and only 2 actually do any phone work...

and one is somewhere hiding (4th)?

Now, should a business offer pleasant and courteous service and support? yes, of course. But they don't have to...and they don't have to do business with clients that BUG them all the time either.

well its their problem. The truth is out there in peoples mouths.

And clients DO NOT have to do business with them either.

well then. THEY can quit!

There is a priority in business, some clients actually keep you in business and some don't do anything for your business, the trick is to learn real fast which ones are positive for business and which ones are middle of the road or worse, a drag...

well you aint learning from books if you dont have the spirit and the caracter for business.

then prioritize, not all customers are the same.

thank god for that "sun isnt shining everyday"

If a Sales person or Small Business owner does NOT prioritize there time and accounts , they will not be Sales people or Small business owners very long.

it depends on how they use their time. they complete the day until closing time, and go home and take a drink its that easy. Its folish to get a burnout for something like this.

I'm not asking anyone to agree...it doesn't matter to me if they do or don't...I'm one person covering 2 States, I KNOW what I need to do...

Are you realy sure about that. he who knows what to do knows that there are other people in this world.
but like you said you dont care.

IF any business doesn't not know where there business comes from, or who there solid customers are,then they are guessing..and growing the business and knowing why will be nothing more than a dart board
guess.

well business is taking risks. Start fishing or stay emptyhanded

And no, I don't need a BOOK to tell me what to do, but I do need to understand how to best use my available time or I will end up working 24 hours a day with no results.

Well you know your own limits when to employ more people to equalize the situation. So it is at my job.

Reading and being aware of different business cycles and issues is not a bad thing..quite frankly it raises the awareness level up ten fold.

Well i realy hope it does fur ya

IF you are not happy with who you are making a purchase from, the rules are simple, move on. There is no rule that says the person you are buying from must make you happy. They should, but they don't have to.

Well thats what we have been telling you all time !!