Thread: Carba-Tec .... Oh Dear!

So what's the matter with "garage projects" CT?

One could be mistaken for thinking that those who undertake these projects would have no need for any of the items sold by CT; of course that is presuming that stock is available to a prospective purchaser.

Originally Posted by wun4us

So what's the matter with "garage projects" CT?

One could be mistaken for thinking that those who undertake these projects would have no need for any of the items sold by CT; of course that is presuming that stock is available to a prospective purchaser.

I think what they mean is "our stuff is to expensive for garage people" You need a business to write of the prices we charge".

I guess they meant people who say I want to build "XYZ" and I know how to do "ABC" - Can you please tell me how to go from C to X while I buy a $3 part ?

I could imagine that some people go to Carbatec like Bunnings.. I discovered other places to get service, and other places to get good deals.

Originally Posted by Tools4Me

I think most of my experiences with Carba Tec have been covered in earlier posts. I only wanted to chime in to swell the ranks.

Ditto. I've taken to calling them, getting exact price & having them put it behind the counter (not just on the shelf) before I make the drive.

Originally Posted by andrewwong

I guess they meant people who say I want to build "XYZ" and I know how to do "ABC" - Can you please tell me how to go from C to X while I buy a $3 part ?

I could imagine that some people go to Carbatec like Bunnings.. I discovered other places to get service, and other places to get good deals.

Certainly no "good deals" at either of the aforesaid mentioned establishments, Andrew!

Originally Posted by andrewwong

Apparently the reason why I got such poor service was that 99% of enquiries at the counter are people "who want help with their garage projects"

Interesting Andrew. I don't doubt what you were told, but I have trouble with it as an excuse for poor service.

Product enquires are a normal part of doing business, and to be blunt about it, any retailer who thinks otherwise is a poor business person.

As far as (garage) project advice is concerned, if people are coming in and asking for it, any business that thinks this is a problem is run by inadequate management. Its an opportunity to sell something!

Any business should love it when people come and asked for advice because if the staff is well trained, it frequently leads to a sale. Not always as there will always be a percentage of enquiries that fall into the 'tyre kicker' category, but it is just a matter of quickly working out which is which. Well trained staff can do that, and it leads to increased sales and higher productivity. Training and looking after staff so they stick around pays big dividends. Any business manager/owner who says they can't do it or doesn't know how to achieve it, doesn't know how to run a good business that will survive in the long term.

They may be lucky and get away with it for an unquantified period of time, but as soon as the chips are down, their business will be in serious trouble. All sectors of industry are littered with the carcasses of business that have closed their doors because have ignored the points made above, and the critical importance of listening to, and looking after their customer base.

Have you ever heard of " you can't please 100% of the people 100% all of the time". Carbatec,have a very LARDGE,HAPPY customer base, they certainly do not deserve this Carbatec bashing thread.If anything threads like these only put a blight on these forums. This has turned into a small whinge fest that will achieve nothing. Business's love people who construct their complaints in constructive ways, this way is very poor form.




Frank.

Originally Posted by FRB Design

Have you ever heard of " you can't please 100% of the people 100% all of the time". Carbatec,have a very LARDGE,HAPPY customer base, they certainly do not deserve this Carbatec bashing thread.If anything threads like these only put a blight on these forums. This has turned into a small whinge fest that will achieve nothing. Business's love people who construct their complaints in constructive ways, this way is very poor form.

Frank.

I agree.

I've learned to live with their limitations and ring beforehand prior to going there. The staff at Melbourne are always willing to help if they can and give unbiased advice.

We would be a lot worse of they are no longer there, just ask any one in Adelaide or Tasmania where they don't have a store.

And hoping that another one would come in its place if they fold is wishful thinking as the market is not really here for a specialised woodworking chain catering in the main for hobby woodworkers.

Peter.

Carba-Tec do have a store in Tasmania (Launceston). The only compliant I've had about shopping there (apart from the fact I live in Hobart) is that low stock levels. They are more than happy to get items in on request but id does stop you just dropping in for a brows and a bit of shopping. The only other store I've visited is the Sydney one and I found the staff helpful on that occasion. Mind you, I did know exactly what I wanted to get.

I see no problem with a thread like this if posters are passing on real experiences, Carba-Tec management should use it to identify areas where service/stock levels could be improved.

They also have one in Adelaide, on Magill Rd in the premises where MIK were before they went belly up.

I'm not saying I want them to go away.
I just want them to have items when I want them or get them in a reasonable time.
I also don't want to be taken to the max on my money.
Why other places in melbourne can sell the same item for 18 and they want 25 also bamboozles me. Thats not just a little, thats a lot. And no its not one has it on special either.
Maybe we want them to have a price matching policy?

Upto 4 cents worth now.

Originally Posted by FRB Design

Have you ever heard of " you can't please 100% of the people 100% all of the time". Carbatec,have a very LARDGE,HAPPY customer base, they certainly do not deserve this Carbatec bashing thread.If anything threads like these only put a blight on these forums. This has turned into a small whinge fest that will achieve nothing. Business's love people who construct their complaints in constructive ways, this way is very poor form.
Frank.

Yes, Frank, I have heard that you can't please 100% of the people 100% of time time. However that is no excuse for poor customer service.

If you are correct about all being rosy at Carba-Tec then the organisation has nothing to worry about and can happily ignore "the wingers" on this forum and keep doing exactly what they are doing.

As far as "constructing complaints in a constructive way," if passing on my experiences is considered "poor form" and having a whing, then so be it.

And hoping that another one would come in its place if they fold is wishful thinking as the market is not really here for a specialised woodworking chain catering in the main for hobby woodworkers.

In Answer to Sturdee's above comments many people here (and count me in that lot) sincerely hope that Carba-Tec is around for a long time and does well, but feel that the service level should be improved.

As far as the Australian market is concerned, Carba-Tec has multiple stores that cater for specialist hobby woodworkers, so it is a viable market. If any market in is big enough for one speciality operator, then its big enough for a competitor that thinks it can do better and knock the first one out of the ring.

The face of retailing is changing and is becoming increasingly competitive. That is an unarguable fact. What is also fact is that organisations that do not adapt, change, and improve in this environment will go out business or face a declining market share. Even iconic stores like David Jones are learning this lesson, and look at the latest financial results from Harvey Norman (and Gerry Harvey's comments.) The writing is on the wall for all retail businesses.

Originally Posted by wun4us

maybe when the cattledog was printed?

mate, that is when the ink is still wet, I kid you not.

Whilst 100% of people can't be pleased 100% of the time, surely a company would aim to please 100% of the people at some point in time.