Official Zon Club Part 4

[Addison]

If you are so busy you can't respond to your customers than it seems you could hire someone to answer call and/or emails.

I see this brought up a lot... not just in this thread, but in others where people have trouble getting through to small builders/manufacturers.

When you get dozens of questions like, "How much would it be to add LED block inlays to my 6-string Sonus Elite" or "Can you guys sandwich purple heart, walnut, wenge, and amboyna burl on my headstock and make the body out of spalted bubinga?"

... well ...

The answers can only really come from one guy anyway, and that's the guy who makes the build decisions and sets the prices for everything.

So, even if you have a person who is being paid to answer emails, that person is still going to have to interrupt the people who can answer those questions in order to respond to that email... which still slows the build process for the other people who have already paid.

Even a simple order status update isn't easy in a small operation like this... it's not like the customer service person can just log into a computer and relay the exact point in the build process the bass is in... they would still have to go and ask the people who are actually building the bass what the current status is, and that, again, would take more time and cost more money.

With that said, I know it's frustrating... I've been there... in fact, I'm there right now with a different company altogether. I've been waiting over 14 weeks for a custom pedlaboard.

Anyway, I'll gladly help out in any way that I can, so if anyone has a pressing issue like Mikeus, shoot it to me and I'll see what I can do.

 

[portraitoftracy]

I see this brought up a lot... not just in this thread, but in others where people have trouble getting through to small builders/manufacturers.

When you get dozens of questions like, "How much would it be to add LED block inlays to my 6-string Sonus Elite" or "Can you guys sandwich purple heart, walnut, wenge, and amboyna burl on my headstock and make the body out of spalted bubinga?"

... well ...

The answers can only really come from one guy anyway, and that's the guy who makes the build decisions and sets the prices for everything.

So, even if you have a person who is being paid to answer emails, that person is still going to have to interrupt the people who can answer those questions in order to respond to that email... which still slows the build process for the other people who have already paid.

Even a simple order status update isn't easy in a small operation like this... it's not like the customer service person can just log into a computer and relay the exact point in the build process the bass is in... they would still have to go and ask the people who are actually building the bass what the current status is, and that, again, would take more time and cost more money.

With that said, I know it's frustrating... I've been there... in fact, I'm there right now with a different company altogether. I've been waiting over 14 weeks for a custom pedlaboard.

Anyway, I'll gladly help out in any way that I can, so if anyone has a pressing issue like Mikeus, shoot it to me and I'll see what I can do.

I agree with you, then all you need is an auto-reply on your email or voicemail explaining that their calls or emails won't be returned because they simply don't have the time. There are forms of communication that do not require any time, at least people are simply wondering why they haven't heard back, that is all I'm sayin. As a former business owner myself I believe the easiest and cheapest way to provide excellent customer service and gain an edge on your competition is timely communication. Not that they need my business, but there is no way I would order a custom instrument from Zon with the customer service I have received in exploring the process.

 

[Vic]

I see this brought up a lot... not just in this thread, but in others where people have trouble getting through to small builders/manufacturers.

When you get dozens of questions like, "How much would it be to add LED block inlays to my 6-string Sonus Elite" or "Can you guys sandwich purple heart, walnut, wenge, and amboyna burl on my headstock and make the body out of spalted bubinga?"

... well ...

The answers can only really come from one guy anyway, and that's the guy who makes the build decisions and sets the prices for everything.

So, even if you have a person who is being paid to answer emails, that person is still going to have to interrupt the people who can answer those questions in order to respond to that email... which still slows the build process for the other people who have already paid.

Even a simple order status update isn't easy in a small operation like this... it's not like the customer service person can just log into a computer and relay the exact point in the build process the bass is in... they would still have to go and ask the people who are actually building the bass what the current status is, and that, again, would take more time and cost more money.

With that said, I know it's frustrating... I've been there... in fact, I'm there right now with a different company altogether. I've been waiting over 14 weeks for a custom pedlaboard.

Anyway, I'll gladly help out in any way that I can, so if anyone has a pressing issue like Mikeus, shoot it to me and I'll see what I can do.

Zon should pay you for this.

Seriously tho, all your points are valid, BUT, it would still vastly improve things if they were able to employ, even part time, a "communications liason" (basically the role you're playing here a little bit) who could more actively monitor emails, let people know it's been rec'd, and then be their advocate in the shop to pick a good time during the day, or even during the week, when they could maybe process a "batch" of responses... because at the end of the day, you're right... the answers ultimately do have to come from the highly skilled people, and their time is VERY precious, and hard to come by!

Even in the smallest operations, tho, this can all be done, and it doesn't even require expensive skilled labor. Just someone who's good at simple organization and communications.

I've got a large number of years of experience in customer service, both technical and non-technical, and both domestic and international. Set departments up from scratch. Trust me on this. It's do-able.

 

[Angus]

Addison, all good points- and ones I've made in previous Zon threads- but as I've mentioned to Joe, but it ignores the better solution (and one that has to happen as a business grows). The person handling the emails needs to be given the authority to answer emails like that, including prices, what options are possible and not possible, etc. I know other people don't realize how many crazy request Zon gets, but waiting for every email to trickle through the chief isn't a workable solution in the long run.

The problem is that it requires making a very defined, strict price list, and have him price out the options that are unusual ahead of time, and then a list of boundaries- things he will and will not do. If he won't do it, he won't do it, and if he will, then the price is defined. At the worst case, it can say "billed by the number of hours". Make the time-consuming, build-delaying options really expensive to ward off the people that want the unnecessarily insane stuff, and boom. In that scenario, paid employee can now answer every email in timely fashion, and if it is a particularly weird request or very assertive but serious request, then it can go to the chief.

It requires a few hours of dedicated pricing and limit setting, but would greatly improve the workflow and customer relations. But it is hard for a perfectionist to trust someone to do this well, and that may be the issue.

It has to happen at some point, though- all businesses reach that point where the head guy cannot do everything. And businesses end up better for it.

Angus seems to have the very best access to their shop, but I don't want to volunteer him without his permission, either. If he's uncomfortable doing this, PM me your info and I'll call for you.

Not anymore, unfortunately- I used to live down the street, but now I live (almost exactly) 3000 miles away. I'm sure Joe is happy about it! Addison's the man at this point. Would help out if I could, though.

 

[Vic]

Not anymore, unfortunately- I used to live down the street, but now I live (almost exactly) 3000 miles away. I'm sure Joe is happy about it! Addison's the man at this point. Would help out if I could, though.

I figured... but still didn't want to appear to speak for you. Anyway, thanks for the info update.

And Addison, if you're reading this, if you are able to kind of continue to help out like this, it'll go a long way to helping Joe and his customers out. I was only "half kidding" when I said (at least FWIW/IMHO) he should pay you for it, or at least make it worth your while in some way, because it is a valuable service.

 

[Addison]

I've got a large number of years of experience in customer service, both technical and non-technical, and both domestic and international. Set departments up from scratch. Trust me on this. It's do-able.

Yes, of course it's doable.... I have lots of years in CS myself, if you couldn't tell.

Now all they have to do is list the job opening, perform interviews, find someone who can communicate well and is willing to work 10-15 hours a week in a dirty and dusty wood shop for what would basically be for nothing in South San Francisco... train them and then raise prices on everything in order to pay them... and THEN somehow keep them there, so they don't have to go through the entire process again every 6 months.

Seriously though... I agree with you... and that's why I'm trying to help out.

I have volunteered to help out on the Facebook page... out of the dozens of Facebook messages I have received, I have been able to accurately answer maybe 10% myself, without any assistance... and I know what could be considered "a lot" about the product.

Anyway, my participation in this particular subject should probably stop here because I don't think I'm exactly in a position to speak on their behalf... but, as I said before, I'm willing to help out in any way I can, and if there are any pressing issues, send them my way.

I'll do what I can.

 

[Vic]

Now all they have to do is...

I don't think it's quite that bad, but yes, there is always effort involved with bringing someone on to any company. I'm fairly integral to hiring to our group at my current job, too. The "good news" is, you typically don't have to go through that pain more than once as long as you don't have serious retention problems... and of course once done, it continues to pay for that initial one time pain.

I'll do what I can.

...which is awesome, IMHO.

 

[ialma]

Does Zon build 35" 24 frets basses ?

 

[Addison]

Does Zon build 35" 24 frets basses ?

The necks used between 34" and 35" are actually the same, which is why you get 24 frets on 34" scale basses and 22 on 35" scale.

Not sure if you've ever seen any of Angus' crazy Zon bass incarnations, but they are able to extend the fretboard off the neck and over the body surface adding a number of extra frets.

I think Angus had a 36 fret 34" scale bass at one time.

So, yes... it's possible, however, without adding an extended cutaway as well, your reach to the upper scale might be limited.

 

[The_Owl]

Has Zon ever done any major advertising in Europe? A lot of smaller builders and companies have had great success in advertising over here. The bass player community in Sweden has got really high demands from their instruments, both in terms of sound, playability and consistency in changing weather conditions. I think there is a market there waiting to be had.

I literally only know of two Zon basses in circulation over here, and I've played them both.

 

[Addison]

What do you mean by major?

Zon is currently advertising in UK based Bass Guitar Magazine and in iBass, the online bass magazine... I believe they're both available in Sweden.

They also do some advertising in Bass Gear magazine as well, which might be available over there... ?

If not, it should be... I love that magazine.

 

[Addison]

Oh, and here's the Zon page for the distributor that is located in Switzerland...

Link Removed

Check out that old white Legacy fretless!!

Crazy!

Oh, and here's the German distributor as well...

http://www.station-music.de/

Here's the complete list:

http://www.zonguitars.com/zonguitars/dealers/worldwidedistributors.html

 

[The_Owl]

Thanks. Yeah we do get UK bass mags, as well as Bass Player and such. I was mostly curious.

 

[Angus]

I think Angus had a 36 fret 34" scale bass at one time.

Still do!

 

[Mesa Boogie Man]

Has Zon ever done any major advertising in Europe? A lot of smaller builders and companies have had great success in advertising over here. The bass player community in Sweden has got really high demands from their instruments, both in terms of sound, playability and consistency in changing weather conditions. I think there is a market there waiting to be had.

I literally only know of two Zon basses in circulation over here, and I've played them both.

As far as i know it´s 3 in Sweden at the moment. and soon it will be 4.

 

[The_Owl]

Details, please!

 

[rulyongo]

Still do!

Everytime I see your bass I die a little... ... My favorite Zon by far!!!

 

[Mesa Boogie Man]

Details, please!

I don´t wan´t to go OT!! You have PM!

 

[Mulebagger]

Most Epic NBD Ever!!! ( for me anyway )!!
Yesterday I received my TJs. They are spectacular in every way. The fit and finish are top notch and the basses were setup for effortless playing.

I played them for about 5 hours at rehearsal last night and was smiling the whole time at how great they sounded and how nicely they felt.

Joe put these massive pickups in my TJ6 that allow me to switch each pickup between single and dual coil ( actually separate pickups in the shell. The result is a bass capable of very musical tonal shifts without even engaging the eq. The sound on this bass as with other Zons is clear and precise with a good amount of warmth. It's exactly what I am going for when I play in the upper registers. It has surpassed all my expectations.

The fretless is well, OMG. I have a really really nice fretless Modulus that I've sworn by, but this one has more of a classic mwah to it and is so stinking easy to play. It was like I've owned it for 20 years. I'm not used to the extended board or radiused pickups. For those of you that like a ramp, this could be a dream. I lowered the pickups and tweaked the preamp to make up for it. This enabled me to get my fingertips deeper into the string which for me is a plus. My band didn't want me to put the fretted back on because the fretless gave such a huge texture change to the sound of the trio.

Joe and the crew have been fantastic to work with through the build process. I've spoken to Joe and a number of the guys dozens of times discussing the build. Addison and I shared some great laughs and stories at the NAMM booth. Overall, it's been a very positive experience for me and I wouldn't hesitate to do another custom build with Zon. Maybe someday I'll get a tricked out Mosaic Mojo, but for now Ive got my hands full with spectacular basses that in my book are also works of art.

 

[Mulebagger]