How could we of handled this better?

[ParallaxTactical.com]

We had a customer come in about 2 months ago and ordered a complete DPMS 308 upper. At that time we just started to do 7.62x51 builds. We put in purchase orders with about 4 to 5 different vendors for parts.

A set of barrels came in but were for another customer, and I messed up when I called this customer and told him his barrel was ready when it was instead for another customer before him. I called and explained the situation and relayed him what was told to me about the shortages of barrels.

Slowly the parts came in because of shortages on 7.62x51 stuff and we collected the parts in the bin. By a month or so later everything was ready except the barrel.

So we kept calling the barrel makers to get statuses almost daily, with no response as they were busy with a large contract they got shortly after we put in our purchase order putting us in last place.

Today the customer called and was very angry that his build wasn't finished. I apologized and explained what had happened, but he accused us of not communicating properly, the barrel mixup before (that we gave his barrel to someone else.) Also not to mention that his lower receiver was past the 30 day mark and we told him that he had to re-DROS it.

He gave us a deadline of a week to get a barrel or refund his entire order, which I have no problem doing (we gave him a killer deal, about 10% markup. Even lower margin.)

Did we drop the ball? How can we handle this better in the future?

I offered to order in a barrel from a different maker and that it would be more expensive, but he refused and wanted us to eat the cost of a different barrel. (We would lose money on the whole deal.)

P.S.: We've halted all special orders on 7.62x51 builds because of the barrel wait times.

[G-forceJunkie]

The only think I see that could be improved is communication. A weekly status call goes a long way when dealing with situations like this. You found time to call the barrel maker, find time to call the customer. I deal with it all the time at my job due to similar situations: parts not coming in from vendors, jobs taking longer than expected, etc. The customers understand as long as they are kept in the loop and up to date.

[Shady]

dude
I feel for you

these days estimated deadlines are really hard to accomplish
for about a year now I have been giving my customers
times twice as long as I used to , and even then sometimes its hard to meet them
when you are ordering parts from many places it is extremely rare to get everything
on time . there will always be one companant that is backordered or out of stock etc.etc.

its really hard to keep EVERYONE happy when dealing
with a large amount of customers and CUSTOM work

customers expectations exceed reality regularly
Im sure you will see him again in the future
they usually forget once they get it into there hot little hands

[jtmkinsd]

Why couldn't he come in, pick up his lower, then turn around and give it back to you to finish to avoid the re-DROS??? Did you give a courtesy call to let him know the 30 day deadline was approaching? I've gotten to the point where I tell everyone if they want to DROS a firearm and I don't have it in my hands, or I'm waiting on parts, they are voluntarily running the risk of having to do paperwork again, and paying the DROS fee. That should be up front knowledge you give the customer. And remind them the finish date is an estimate based on parts availability.

[stitchnicklas]

make some policy changes to cover unforeseen circumstances and have a form drawn up stipulating that the customer realizes and agrees to this factor.

have him take possession of the lower next time in order eliminate the dros problem.

[bjl333]

I have found in 25+ years in sales, it is almost impossible to have a 100% customer satisfaction. I am sure everybody tries but rarely happens. My suggestion would be to sell only what you have in stock. This might cut down your business profit, but it'll insure 100% satisfaction. The special orders you can have them sign a contract giving them an estimated delivery date, but stating parts deliveries are not in your control. The contract should also state a cancellation fee of 10-20%, no matter the reason.

In your case on hand I would probably give him a free upgrade on barrel. There were mix ups that were not his fault. The difference in barrel cost shouldn't be more then a hundred bucks. The lower should've been picked up by the customer and checked back in as a repair. To have the customer re-dros is a little overboard imo.

Good Luck !! To me the fact you are asking is a good sign for a Vendor, but the answer should've been obvious in this case. My vote: Give him the barrel upgrade.

[Cokebottle]

No parts is no parts.

Now, on the lower, I would not have started the initial DROS until the barrel was in-hand, or have asked the customer to come in and take delivery of his lower to avoid having to re-DROS.
Given how it went down, I'd be inclined to say that you should eat the $25 if it goes over 30 days... but if he has some time left, I'd see if he's open to holding the lower himself until you have the parts to complete the build.

[ParallaxTactical.com]

I have no problem eating the $25 on the DROS. We stamp every receipt for firearms with a pickup date. You guys are right on the 30 days thing, I will start putting that on the receipt. The biggest dilemma is that we gave him too good of a deal, we are making about $125 on the whole thing since he was one of the 1st 308 builds and we wanted to give it a try.

I will call the customer on Monday and write him a check for the whole build plus interest (10% APR) and sell the parts. Does this sound fair?

[halifax]

You have no complete upper to attach while you wait for his build to be completed? Nothing? Forget about the profit at this point if you want to keep the customer from bad-mouthing your business. Beg, borrow, or steal a complete upper and let him use it while he waits. Shooting will take his mind off the problem.

Good luck.

(In the future don't pre-sell what you can't guaranty delivery on.)

[kemasa]

One of the first things is to ensure that you don't accidentally call again saying that his parts were all in, when it really was not for that person. It is a good idea to have both dates on the receipt and to also go over those dates with the customer each and every time.

The biggest problem is one of expectations. As one person told me, set expectations at zero and then exceed them. I would tell him that he can come get a refund, but not mention the interest, then surprise him with that. I don't think that you owe him 10% interest, but it is nice to do. If you tell him up front, then he will be expecting that and perhaps more.

I don't think you really did anything wrong, except for the incorrect call. Many things are out of your hands when you order items. Again, with ordering items you need to set expectations so that if things take longer, as is often the case, that the person understands that. You could pay for the barrel upgrade and while it might cost you some money, it could be better than not doing it, but realize that this customer might be unhappy regardless of what you do in this case.

[tenpercentfirearms]

This is why I never back order anything. There is no way in the gun business you can ever predict with accuracy how long it is going to take to get parts.

As soon as you back order something for a customer, they then expect it. Whether you have it or not and whether it is is within your control means nothing. They want it.

So then they start calling you over and over again to see the status of their product. Or as was pointed out here, if you were a good gun dealer you would call them and let them know the status. As all gun dealers know, you have enough to do without having to call customers and tell them nothing knew is going on.

And you made the mistake of selling it for only like 10% profit. You back ordered it for pennies and it certainly isn't worth the hassle.

Refund the guy his money, but don't cancel the order. When the parts finally come in, put it together and then sell it ready to go to someone for a nice profit.

And yes, with customers like this, you should have signed the gun out to him and then taken it right back into your gunsmithing book. It avoids a re-DROS.

Being in the gun business is a learning process. You will get it figured out.

[kemasa]

If you don't back order items, then customers will complain as well. They don't want to have to keep checking to see when some item is available.

The bottom line is that you can't win.

[jtmkinsd]

If you don't back order items, then customers will complain as well. They don't want to have to keep checking to see when some item is available.

The bottom line is that you can't win.

In general customers can't even stand the 10 day wait on what's in the shop...let alone waiting an "undetermined" amount of time for what they want...so no, you can't win is correct

Unfortunately the learning curve in the industry almost always equals a loss of revenue and/or costs you have to eat.

[Gryff]

I have found in 25+ years in sales, it is almost impossible to have a 100% customer satisfaction. I am sure everybody tries but rarely happens. My suggestion would be to sell only what you have in stock. This might cut down your business profit, but it'll insure 100% satisfaction. The special orders you can have them sign a contract giving them an estimated delivery date, but stating parts deliveries are not in your control. The contract should also state a cancellation fee of 10-20%, no matter the reason.

In your case on hand I would probably give him a free upgrade on barrel. There were mix ups that were not his fault. The difference in barrel cost shouldn't be more then a hundred bucks. The lower should've been picked up by the customer and checked back in as a repair. To have the customer re-dros is a little overboard imo.

I agree with this posting fully. Your mistake severely delayed the customer receiving his item. It is not unreasonable for the customer to expect some level of recompense for the delay, and most customers don't consider a full refund acceptable since it is, in effect, demonstrating that you failed at providing the product. Net result is negative satisfaction.

If the alternate barrel is more expensive, you should try to find a way to eat the difference, especially if the amount is sub-$100. Refusing to do so makes you look cheap and petty. If the price difference is more than $100, then offer to pay as much of the difference as you can. Or offer other things...mags, optics discounts, stock upgrade...look around and see what stuff you have on hand that you can work with.

Most customers simply want to know that you feel their pain, and become more understanding when they get the sense that you really care and want to do what you can to make things right.

None of this is intended to be harsh or judgmental. Just offering input.

[jtmkinsd]

I would agree if he actually got the barrel that was intended for this particular customer...but he didn't. He simply misidentified a barrel which was a different customer's barrel. The delay would be the same no matter what...it does suck telling someone their stuff is in, then having to call them back and say "oops"...but it's a learning experience...as seems all the rage in the media these days...it's a "teachable moment"