Customer complaints

[BlackDragon]

So I got off the phone today with a customer that I made a scout style knife sheath for one of his knives. He wanted a sheath the formed as much as possible to his particular knife.

I explained to him that it wasn't possible for me to match a knife exactly when I don't have the knife in hand but I could get close because I can get the details from the website. He agreed and I worked on the sheath. 

He called and said that it was really snug but couldn't get the blade to go in all the way, other than that he loved the sheath. I asked him how much more does he need it to go in. He wanted it to go in another 1/8". I explained that if he leaves the knife in for a day the leather will form better to the knife. He said that if it didn't from better he guessed he could live with it.

So what are some of yalls nit picky client complaints?

[Handstitched]

That's an issue we all come across , not having the item ,like the knife ,to make a custom sheath or case. The same issue I have atm for an order for a holster for a vintage revolver, a paper tracing of the revolver on a scrap piece of news paper just doesn't cut it, I need the revolver, but the gun laws here in Oz,  say I can't have it . HS 

[PastorBob]

I always err on the side of the customer.  I have made new replacement holsters and sent them, telling them to keep the old one as a souvenir.  I may not make a profit, but at least break even.  The cost of goodwill is worth that to me.  They say customers who are thrilled will tell about 6 folks about their experience.  Those that are dissatisfied tell many more.  Any more customer service sucks with almost every company you deal with.  I want to remind folks what it used to be like when someone stands behind their product without the consumer having to buy an extra warranty or "insurance". 

[fredk]

4 hours ago, Handstitched said:

That's an issue we all come across , not having the item ,like the knife ,to make a custom sheath or case. The same issue I have atm for an order for a holster for a vintage revolver, a paper tracing of the revolver on a scrap piece of news paper just doesn't cut it, I need the revolver, but the gun laws here in Oz,  say I can't have it . HS 

Could you not have the customer bring the gun to you and then make a pattern from it whilst he/she is there?

[BlackDragon]

5 hours ago, PastorBob said:

I always err on the side of the customer.  I have made new replacement holsters and sent them, telling them to keep the old one as a souvenir.  I may not make a profit, but at least break even.  The cost of goodwill is worth that to me.  They say customers who are thrilled will tell about 6 folks about their experience.  Those that are dissatisfied tell many more.  Any more customer service sucks with almost every company you deal with.  I want to remind folks what it used to be like when someone stands behind their product without the consumer having to buy an extra warranty or "insurance". 

I agree completely. I told the customer that if he doesnt like it I'll make it right. So I'll let him think about it a few days then reach out to make sure he's satisfied.

[dikman]

6 hours ago, fredk said:

Could you not have the customer bring the gun to you and then make a pattern from it whilst he/she is there?

Technically, here in Oz we are only allowed to transport handguns to and from the range (or a gunsmith/dealer, who will be suitably licensed to accept it and have the necessary paperwork). Having said that it varies from State to State, here in SA it is possible BUT there is paperwork involved and the receiving person should have a handgun licence. Plus Handstitched is in Western Australia where their Firearms Regulations are in complete disarray due to politics! Firearm owners there have to be very, very careful at the moment.

[bsshog40]

7 hours ago, PastorBob said:

I always err on the side of the customer.  I have made new replacement holsters and sent them, telling them to keep the old one as a souvenir.  I may not make a profit, but at least break even.  The cost of goodwill is worth that to me.  They say customers who are thrilled will tell about 6 folks about their experience.  Those that are dissatisfied tell many more.  Any more customer service sucks with almost every company you deal with.  I want to remind folks what it used to be like when someone stands behind their product without the consumer having to buy an extra warranty or "insurance". 

👍

[Handstitched]

@dikman I do have a few bullet casings that a friend gave me to use as templates, technically i'm not allowed to have those . I just hate 'flying blind " , as I call it , to make a custom item , I don't wish to deal with complaints  later, I like to do things right the first time ,preferably . @fredk the customer lives to far away and I can only assume he has a licence . HS 

[dikman]

Whilst I do have the actual ammunition for what I've made so far I made up a set of dummy rounds in .38, .44-40 and 12ga, makes it much easier to make belt loops. I also have an assortment of empty rifle calibre cases if I ever need them. I'm guessing you couldn't have them either?

[Handstitched]

No I can't,  technically,  but in the 20 odd years  that I have been doing leather, I have never been visited by the cops to check if I have bullet casings in my workshop nor have i had cops looking for bullet casings in my car. 

HS