Customer Service
<!--[if gte mso 9]><xml> <o:OfficeDocumentSettings> <o:AllowPNG/> </o:OfficeDocumentSettings> </xml><![endif]--> I really do understand all of your frustrations. I have not been making excuses because it is all on First Place Parts but I would like to again explain a couple of things. ***I may not be as frustrated as you guys but as a business owner to hear this it really frustrates me also. I've been on the web since 2001 with two businesses and First Place Parts has literally grown too fast. Look up on of the biggest demises of a small business and one of the main reasons in growing too fast, we fall into this category. We've added employees every year, increased our inventory and we just cannot seem to keep up.
Parts Unlimited is a Billion Dollar business and they started out of a van, I've met the owner and his kids and they are very nice people. I'm not saying that we will get to that point but I'm sure Parts have had their problems over the years.
I know I said no excuses but here is my excuse:
1. We've grown too fast, but have added more people every year.
2. We advertise too much, this has heart us, we are cutting back this year.
3. We trust the manufacture to keep their word on delivery dates, no more.
I could add a couple more but what is the point.
Here is how we are going to HOPEFULLY going to fix these problems:
1. Add on to the store this summer.
2. Change our phone system.
3. Add a call center to answer phones and emails.
So here is the deal, I stared
www.AnySunglasses.com in 2001 and spent about 5 years marketing that site and started going to the mountains all the time and could not find any gear that I wanted to buy so I started FirstPlaceParts.com. We moved three times have added employees every year and just seem to get overwhelmed every year. So we are going in all next season, adding on and adding employees just to answer phones and emails. My main goal of the site was to give people living, like me, in the middle of no were a place to order their gear.
I will say I'm sick of responding to these posts, not on your end, but on my end. We need to fix things on our end so I don't have to.
Ya many excuses, tried not to, but don't know what else to do.
Let me give one example: say you owned a body shop and the town had a hail storm and you could not turn back any business and they all wanted it by X-Mas, you really cannot hire more people. Customers would be pissed off and they don't care about the excuses about paint you cannot get, they just want their car. The only way I really could avoid this would be to shut down the site which would also create problems.
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mso-style-priority:99; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin;} </style> <![endif]--> I'm sorry for the excuses; we are working hard, and hopefully will do better in the future by answering phones and emails in a very timely manner next season. I could go on forever, but I'll stop.
Thanks
Mark
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