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Break Up Letter
So about a month ago (it's taken this long for me to get a break and jump on the forum), I received a break up letter from a prominent member of this forum. He was someone I had a lot of respect for and appreciated the information he provided to his fellow Tikka shooters.
So here's the history… This member was the only gentleman I was willing to float product for. Each time he did a build, I found a donor action and sourced the stock, etc. and billed him at the end. This situation was no different. I sourced the action and the stock, but then he never called us back or arranged shipping for this product. Here I was sitting on $1500 worth of goods taking the bill in the shorts…
After crickets, I get the break up letter. His rub was that I did not personally call him to let him know that his product was ready to ship.
Maybe there is the perception that I sit around in my palatial mansion sipping Dom Perignon and barking orders to minions that do my bidding. If that is the case, it is far from true.
I started this business as a hobby in my garage and a way to buy gun stuff without my wife knowing about it. In the last 4-1/2 years, it has exploded into a full time venture with all the growing pains of any small business. I now own more manufacturing equipment than the value of my home and wear more hats than any sane person should be allowed to. I've thrown every dime I have into this and pour my soul into making the best Tikka products available.
Because you cannot machine metal and have a normal phone conversation at once, I have Andrea and Greg on hand to make sure everyone is taken care of. As we continue to grow, more people will be hired to handle the growth and my responsibilities will change as well.
This may be strange, but I spend very little time actually in front of my computer and even less time near a phone. It's just not possible to play on the computer and run a manufacturing floor at the same time.
There are times when I miss emails or PMs and for that I apologize. Currently I have over 15,000 unread emails in my inbox. I am sure some of those are from you guys.
If I have missed your messages in the past, I sincerely apologize. You guys are the reason I keep making Tikka parts. Many of you have given me valuable input that has gone directly into production parts. I do the best I can to keep up with everything and many times I fail.
Luckily, I have an awesome staff who do an amazing job at keeping the day to day wheels turning. If you have an unanswered email for message to me, call the shop and one of them will tap me on the shoulder and get the answer you need.
To this gentleman who sent me the break up letter. I am sorry that you felt that dealing with my staff was an insult or an inconvenience. Andrea did her best to reach out to you. Hell, I even called and emailed you twice with no response.
At the end of the day, I'm just one man and can only do what I can do.
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6 Replies
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Sorry to hear about that. I have loads of respect towards people who have the drive and passion to start a Company and build it up from scratch. I´ve seen that so many times due my profession and it isn´t easy. Far from it. There´s no time to hang on a phone nor sit in front of a computer if one wants the manufacturing and distribution to work satisfactory – especially if you do the research, testing and manufacturing yourself.
Those who don´t understand that are either arrogant, spoiled or plain ignorant. 🙁
I´m eagerly waiting for those new mags of yours to be finished so put down the Perignon. 8) ;D
Seriously – Keep up the excellent work and all the best. -
Dom Perignon? I was assuming Budwieser or Coors… Anyway, sorry to hear about the breakup. The way I see it, if your gunsmith is not slammed with work nowadays, then you should probably look elsewhere for important work (good smiths are busy). I do understand it can be upsetting when what was once an almost “on call” gunsmith relationship has to change, but lets celebrate the success rather than bemoan the changes.
My goal as a customer is to be “low maintenance”. I try to research and plan ahead to avoid rush jobs. If I had an emergency, I'm sure the crew at MT would do their best to help out. Jason, as long as you are happy with the product your supplying and the direction your going I will be a happy customer!
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I know it's like you don't trust people but it's your livelihood , my gunsmith,if someone is ordering a lot of parts that are not stock or a custom build here asks for half up front
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Every business will have that one costumer you just simply can't please. Usually its the individual himself or his /her attitude that gets in the way of good customer service or a resolution to a problem.
For gods sakes people this is the gun community…things take time. Sometimes you have to be patient for a part or delivery.
I for one really appreciate having a person / company that provides the forum we chat on, with a store that provides excellent service and top quality parts.
Keep up the good work Jason, you can't please everyone. I run a business as well and its not great when someone has a bad experience, best thing to do is learn from it and move on. Don't dwell on it, usually these people come back after they experience sub par service from somewhere else. Then they realize the value of pervious relationships.
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Forgot to ask…what parts do you have?
Someone might be doing a custom build or planning one that can use them. -
Its painful and feels personal when it happens but you'll always have some customers that you are better off without. The guy took advantage of your trust.
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