SGD Lutherie - Customer experience poll

[ClassicAmps]

Originally Posted by MysticMichael

No disrespect taken. But I do believe you've completely misunderstood the basic gist of my remarks...

The irony here is that, while you may take issue with my use of certain widely-accepted business terms in order to express certain widely-accepted business concepts, you and I are nevertheless in just about total agreement regarding the dynamics of life as a small business owner...

MM

No issue taken MysticMichael, I meant no direct connection to you per'se, was only responding to the gist of the thread itself. Peace out.

[Brad Johnson]

Originally Posted by ClassicAmps

I would tend to disagree with managing customer expectations, industry norms, and all that "business speak" aspect, this is the norm for (real) custom shop stuff.

Small business (pickup) custom gear makers (I hate the word boutique) are not doing business in the same manner as Guitar Center, Zzounds, Sam Ash, Fender, Gibson, etc and all that accompanies that.

Buying from a small business custom shop is a "commission" of work, IMHO a customer's expectation shouldn't be that a given shipping date ETA is etched in stone, it's an "estimate" for goodness sake.

Seen all to often these days, like when folks are used to the getting their food in 32 seconds at McDonalds and the same souls gripe it up when they have to wait 10 or 20 minutes for food when they go to a real restaurant.

Just my opinion, no disrespect intended, YMMV

Not referring to any business in particular...

"Under promise and over deliver" is still a good way to do things, especially for a sole proprietor, where you can and often do get pulled in all sorts of directions.

Stuff happens, why not anticipate and not go with a best case ETA? Then, if you do happen to hit that you're early and not under the gun. You can breathe! There's nothing impressive about not making a deadline you came up with. You're the one who's supposed to know what you're doing.

[Brad Johnson]

Originally Posted by ClassicAmps

I would tend to disagree with managing customer expectations, industry norms, and all that "business speak" aspect, this is the norm for (real) custom shop stuff.

Small business (pickup) custom gear makers (I hate the word boutique) are not doing business in the same manner as Guitar Center, Zzounds, Sam Ash, Fender, Gibson, etc and all that accompanies that.

Buying from a small business custom shop is a "commission" of work, IMHO a customer's expectation shouldn't be that a given shipping date ETA is etched in stone, it's an "estimate" for goodness sake.

Seen all to often these days, like when folks are used to the getting their food in 32 seconds at McDonalds and the same souls gripe it up when they have to wait 10 or 20 minutes for food when they go to a real restaurant.

Just my opinion, no disrespect intended, YMMV

Not referring to any business in particular...

"Under promise and over deliver" is still a good way to do things, especially for a sole proprietor, where you can and often do get pulled in all sorts of directions.

Stuff happens, why not anticipate and not go with a best case ETA? Then, if you do happen to hit that you're early and not under the gun. You can breathe! There's nothing impressive about not making a deadline you came up with. You're the one who's supposed to know what you're doing.


I was with a friend of mine who does custom work recently. He was working on trying to finish an item so he could then leave and and deliver a non-related item at a specific time. Time was getting short and it was obvious that he was rushed trying to do both things. Then while talking about the parts he had on hand it was clear that he couldn't finish the thing he was working on, so why not stop and do the thing with the real time constraint FIRST then come back and resume work?

Sometimes this stuff isn't obvious until it becomes obvious. And it's tough to always keep an eye on the big picture but, especially if you're wearing all of the hats, it simply has to be a top priority to prioritize.

[Versatek6]

I e-mailed David several times during the "shopping" process, and was amazed at the amount of detailed answers to some of my questions. I thought they were simple, but there were various permutations to consider. This was regarding one pickup for a couple $3-500 instruments, not a big order for high-end stuff.

I did buy an ND-3 to replace an EMG-HZ, which was a good decision. I have since put the instrument up for sale, but kept the pickup, in case a new home for it becomes available.

I'm a happy customer.
V6

[Jc575]

I ordered David's 2-band preamp and paired it with a Nordstrand MM5.2. Wow! I couldn't be happier. He responded to all my emails (in some cases) within a matter of minutes. I would definitely do business with SGD again!

[mmbongo]

9 'bad' votes, but not one single comment as to why.

'Bad' votes should be removed if there is no explaination as to why.

[ClassicAmps]

Originally Posted by mmbongo

9 'bad' votes, but not one single comment as to why.

'Bad' votes should be removed if there is no explaination as to why.

Most likely people with "retail" expectations

[phillybass101]

Originally Posted by Jc575

I ordered David's 2-band preamp and paired it with a Nordstrand MM5.2. Wow! I couldn't be happier. He responded to all my emails (in some cases) within a matter of minutes. I would definitely do business with SGD again!

I'm thinking about doing the same exact thing to my OLP MM5. David even offered to custom make me a pickup replacement and give me a 10% discount on the pre if I orderd the pickup. I have have heard good things about his EB repacement pre.

[Jc575]

It's definitely a great sounding preamp. And dead quiet too! I'm just trying to figure out how to wire a rotary switch for series / parallel, then I'm set!

[Rickett Customs]

Obviously I will not get back into the details of "why" on my vote (find my thread on it), It did not have to do with the pickups themselves (they are excellent pickups). After much wait time, I did receive my pickups, so the case is closed. I am happy with the pickups. I sincerely hope that David can get out of any rut that he may have found himself, in the past.........for I would consider putting them in my customer's instruments, it is a very high quality pickup.

There should be no reason to explain why I had a not so good experience, it's just fuel for other folks to tell me that i'm wrong, why should I do that? I'm just beating a dead horse, by re-hatching the events.......it's pointless.

[FuzzBoxVoodoo]

Glad to see that you got your pickups and I agree that there is no reason to start up a bunch of he said she said crap.
I do stand my ground that if you are going to open a buisiness then you need to learn how to be organized enough to be able to get most all of your orders out when promised,as someone stated here if your the one setting the deadline then you should be able to fill it by then.
There are some people that just cant escape the daily drama and problems/hurdles that come up in all of our lives because they don't plan ahead and are allways behind in there personal and professional lives and that affects there ability to run an efficent busisness,but those are also the small buisness owners that talk about how tough it is to run a small buisness.
It is what you make of it because ultimatley you are in charge of your own life and you are where you are because of the decisions you have made along the way,just own it and learn from it.
Steve

Originally Posted by Rickett Customs

Obviously I will not get back into the details of "why" on my vote (find my thread on it), It did not have to do with the pickups themselves (they are excellent pickups). After much wait time, I did receive my pickups, so the case is closed. I am happy with the pickups.

There should be no reason to explain why I had a not so good experience, it's just fuel for other folks to tell me that i'm wrong, why should I do that? I'm just beating a dead horse, by re-hatching the events.......it's pointless.

[SGD Lutherie]

Originally Posted by FuzzBoxVoodoo

I do stand my ground that if you are going to open a buisiness then you need to learn how to be organized enough to be able to get most all of your orders out when promised,as someone stated here if your the one setting the deadline then you should be able to fill it by then.

And I stand my ground that you told me you wanted to wait for the pickups, and then sold the bass which was the only reason you wanted a refund, not because you didn't get your order on time. But you keep sticking to that story. There was no deadline and you know it. You could have had your pickups, sans logos, at any time, but YOU wanted to wait. Saying that was the reason is disingenuous. So give it a rest already.

[FuzzBoxVoodoo]

WOW! You are so missing the point,A person who wants to succeed at something spends more time learning from a situation than coming up with excuses and I'm not just talking about our situation so open up your mind and listen to what people are saying to you not just the ones you want to hear.If you are going to present yourself as a professional than conduct your buissness as such.
A 70% approval rating is kind of emabbarsing when you have such a good product.
Sorry to the OP for starting this up again I'm done.
Steve

Originally Posted by SGD Lutherie

And I stand my ground that you told me you wanted to wait for the pickups, and then sold the bass which was the only reason you wanted a refund, not because you didn't get your order on time. But you keep sticking to that story. There was no deadline and you know it. You could have had your pickups, sans logos, at any time, but YOU wanted to wait. Saying that was the reason is disingenuous. So give it a rest already.

[ClassicAmps]

Originally Posted by FuzzBoxVoodoo

...Sorry to the OP for starting this up again I'm done...

Whew!

[SGD Lutherie]

Originally Posted by FuzzBoxVoodoo

WOW! You are so missing the point, A person who wants to succeed at something spends more time learning from a situation than coming up with excuses and I'm not just talking about our situation so open up your mind and listen to what people are saying to you not just the ones you want to hear.If you are going to present yourself as a professional than conduct your buissness as such.
A 70% approval rating is kind of emabbarsing when you have such a good product.
Sorry to the OP for starting this up again I'm done.
Steve

Oh I learn from a lot of things. I was trying to offer you something that wasn't available at the time. Next time someone asks I'll say no. I'm also not saying my operation always runs as smoothly as I'd like, but I have very few issues these days except for some delays. Some builders put people on waiting lists. I try not to do that.

Also, this approval rating is 70% of the people who voted, not from all my customers. 64 people voted. That's less than 24% of my total customer base. We don't even know who those 9 people are, except for you and Jason. Going by my correspondence with customers I'd wager they aren't customers. Anyone can vote in a poll like this.

[SGD Lutherie]

Originally Posted by ClassicAmps

Whew!

Hey Brad, about those 10 covers... yeah, give me a week or so...

[lfmn16]

Originally Posted by FuzzBoxVoodoo

Sorry to the OP for starting this up again I'm done.
Steve

Good, because some of us are tired of hearing it.

[Rickett Customs]

David,
Funny thing is, I did not even vote "Bad!", I voted "OK."..... In the end, I got compensated, so how can I say "BAD".

Originally Posted by SGD Lutherie

We don't even know who those 9 people are, except for you and Jason.

[kraigo]

I voted good. I've been vocal about how much I love the ND3 in my Artcore. David has always been quite responsive and I got a good deal on a great pickup in the agreed upon time frame.

Keep up the good work, David!

KO

[SGD Lutherie]

Originally Posted by Rickett Customs

David,
Funny thing is, I did not even vote "Bad!", I voted "OK."..... In the end, I got compensated, so how can I say "BAD".

Thanks Jason, I made a wrong assumption!