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

We have all been very quick to take the company to task, but no one has come up with the crux of the problem and a practicle fix.
Retail and for that matter wholesale are undergoing dramatic changes both in the local market and overseas. Some companies and their management are quick to see the need for change and adaptation, while others are much slower to respond. Why so? I think specialist, one-off type operations with little, if any, direct competition, are often found wanting when it comes to change or upgrade. Call it bad management or apathy if you will but the fact is, their business hasnt been built on the cut and thrust of main stream competition.
When one looks at a Carba tec type operation, one sees a close similarity to a fine furniture manufacturer - limited range of quality products. If he hasnt got one on display, he will happily make one for you. Why do we go there? Because quality is important to us. Otherwise its off to the rabbit shed. One of the problems I can see for Carba tec is the amount of time their sales staff would be spending fielding endless questions on "how to" from "cant do" but "would like to" customers. A solution to this would be having a wise old sage with nothing better to do than chew the fat and let the sales team be exactly that. Stocks can be better monitored, back orders dealt with punctually etc.
One of the most dramatic changes to marketing has been the internet. It has changed both selling and purchasing in a way few of us would have ever imagined only a few years back. This would have to be a contributing factor to Carba tec's difficulty in matching price and to some extent service.
Having been in the trade, one way or another, for a little over 40 years, I have seen several specialist woodworking equipment suppliers come and go and feel that it would be to no ones advantage should Carba tec follow suit. There is nothing wrong with presenting examples of less than perfect service or
regaling us with tales of lack-luster performance, provided these sprays are applied constructively, otherwise it is just a whinge fest.
I have shopped at the Sydney stores since the company first opened. Not on an exclusive basis but there are products they carry I happen to like. I usually know what I am after but, when I dont, I have found the staff to be helpful. Stock control seems to have been an issue at times but not to an extent where I have been directly effected, so I have never questioned why. All in all, my dealings with the company have been to my satisfaction. I hasten to add, most of my purchasing these days is on the net for the sheer ease of it.

Its a comparison thing. We have over a dozen sponsors in the forums. Can anyone say they had issues with timberbits? Pops shed? or any of the others that sponsor here.
I think what people here are saying is that Carbies is not up to the service we are getting regularly from other suppliers.

Originally Posted by rustynail

One of the problems I can see for Carba tec is the amount of time their sales staff would be spending fielding endless questions on "how to" from "cant do" but "would like to" customers. A solution to this would be having a wise old sage with nothing better to do than chew the fat and let the sales team be exactly that.

They have a Sponsor's forum here that they could use for exactly that, and satisfy countless enquiries of the same nature with a few posts. The last entry in their forum was when it was created - 3 years ago IIRC. You'd have to think that at least 50% of their potential regular customer base would be members here.

EDIT: This (lack of forum use) is not what you would get from an internet savvy company. Fer cryin out loud - we're a captive audience being ignored!

Originally Posted by rustynail

One of the most dramatic changes to marketing has been the internet. It has changed both selling and purchasing in a way few of us would have ever imagined only a few years back. This would have to be a contributing factor to Carba tec's difficulty in matching price and to some extent service.

Agreed Rusty, with a caveat. Good service is good service, regardless of the medium it is applied (or not) through. Some companies understand it, some live and breathe it, others have XXX (but no doubt demand it in their private lives).

One problem is the very nature of the business - specialist woodworking tools.
It's a matter of surprise and pleasure if/when we encounter enthusiasistic and knowledgeable help at places like Burnnings. We set the bar much higher for the speciality shops. Most of those in my experience take a pride in satisfying the customer and imparting a little knowledge along with the transaction.
Cheers,
Jim

Originally Posted by FenceFurniture

They have a Sponsor's forum here that they could use for exactly that, and satisfy countless enquiries of the same nature with a few posts. The last entry in their forum was when it was created - 3 years ago IIRC. You'd have to think that at least 50% of their potential regular customer base would be members here.

EDIT: This (lack of forum use) is not what you would get from an internet savvy company. Fer cryin out loud - we're a captive audience being ignored!



Agreed Rusty, with a caveat. Good service is good service, regardless of the medium it is applied (or not) through. Some companies understand it, some live and breathe it, others have XXX (but no doubt demand it in their private lives).

Hence my comment regarding the slow embracing of the internet by some companies. Of course we realise this is at their peril but with time, dissatisfied customers and falling sales, they too will be dragged kicking and screaming into the 21st century.
Woodworking can be theraputic and at the same time frustrating. Particularly for the lesser skilled artisan. The unforseen sudden need for a certain tool or device and the inability to procure instantly from a supplier all add to the drama. What started out as a pleasant interlude with wood, has now become a life and death struggle. As much as it is important for retailers to adapt, so to should we. Not to the extent of becoming submisive but at least have the ability of stepping down off our high horse and trying to see things from our offenders point of view.

Originally Posted by rustynail

Hence my comment regarding the slow embracing of the internet by some companies. Of course we realise this is at their peril but with time, dissatisfied customers and falling sales, they too will be dragged kicking and screaming into the 21st century.
Woodworking can be theraputic and at the same time frustrating. Particularly for the lesser skilled artisan. The unforseen sudden need for a certain tool or device and the inability to procure instantly from a supplier all add to the drama. What started out as a pleasant interlude with wood, has now become a life and death struggle. As much as it is important for retailers to adapt, so to should we. Not to the extent of becoming submisive but at least have the ability of stepping down off our high horse and trying to see things from our offenders point of view.

But what is the "offenders" point of view? Perhaps we would all be the wiser and maybe more tolerant if we knew what the real problem and CT's point of view is. As it stands as I see it, there is nothing being said to the contrary from CT to explain any of the problems that have been explained on this forum.
To know is to understand, to not know is to foment bad feelings. I don't believe that this is a track that any of us here want to go down. It does not bode well though that there has not been any reply from CT to the emails sent them as mentioned in earlier posts. As far as stock problems go, there is the age old problem of carrying sufficient to meet the needs of all comers. From the posts here, it would seem that the stock levels are at times low. Perhaps it is a problem with a franchised operation? The posts here don;t seem to reflect the same issues with the company operated Brisbane store.
A timely answer rom CT maybe would help to assuage the general unsettled feeling here.

my tuppence worth.

The Sydney franchise was recently brought back under the CT umbrella.

Originally Posted by TORB

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.

Quite so!
I was in a shop the other day browsing, realised that they may have sold something I could have used on a recent project (wish I'd thought of it then). Asked the attendant, told him I wasn't buying, just curious, he gave me chapter & verse on the product, how to use it etc. If I need it in future, I know where I'll go. At the same time, another attendant was helping a bloke buying stuff for his daughter's school project. She was extremely helpful, and in the process sold him much more than he would have bought, and would probably have had to come back for. Result: Happy customer, happy shop owner, and hopefully commission for attendant.
Of course, this means staff have to know their stuff.

Originally Posted by AlexS

Of course, this means staff have to know their stuff.

Indeed Alex. I had a remarkable experience last week when I thought I might get a specialty cheese from the local Fish shop. The young lady attending to me would have been about 20, but she had the nouse to leave me alone whilst I perused their various other offerings. When I settled in front of the cheeses, she went into "sell" mode, and her knowledge of these cheeses was fantastic. The result was spending more money than I had intended to, due to her excellent skills.

Employees like this are a very rare breed, and I thoroughly enjoy the experience when it happens. I've gotta say that a Fish shop was the last place I expected this!

Originally Posted by wun4us

But what is the "offenders" point of view? Perhaps we would all be the wiser and maybe more tolerant if we knew what the real problem and CT's point of view is. As it stands as I see it, there is nothing being said to the contrary from CT to explain any of the problems that have been explained on this forum.
To know is to understand, to not know is to foment bad feelings. I don't believe that this is a track that any of us here want to go down. It does not bode well though that there has not been any reply from CT to the emails sent them as mentioned in earlier posts. As far as stock problems go, there is the age old problem of carrying sufficient to meet the needs of all comers. From the posts here, it would seem that the stock levels are at times low. Perhaps it is a problem with a franchised operation? The posts here don;t seem to reflect the same issues with the company operated Brisbane store.
A timely answer rom CT maybe would help to assuage the general unsettled feeling here.

my tuppence worth.

At this stage the "offender" may not have a point of view. Or may not feel inclined to air their dirty laundry on the forum. Often, companies receive "hate mail" from customers and take it upon themselves to act upon same, rather than going to print on the matter. How CT run their business is their business. Discussions on this should be reserved for the boardroom and sales meetings. At best, a note of appreciation and acknowledge could be forthcoming.
Changes in company structure are often painfull affairs. Both for the company and their customers. The art is keeping those affairs as pain free as possible. Into-franchise then out-of-franchise would be but one example of this. If the truth be known, the employees, at the moment, are probably not much happier than us.
Change takes time. Good management makes it take less time. It isn't CT alone having trouble coming to terms with a changing market place.
There are other ways of making a point than just bleating. There is crticism and constructive criticism. The key word here is constructive. After all, isnt that what we are supposed to be - constructive? Able to make something out of almost nothing? See the beauty within? Maybe we should be looking at incorporating our talents in this area to help us understand what difficulties may be befalling the likes of Carba Tec.

Originally Posted by rustynail

At this stage the "offender" may not have a point of view. Or may not feel inclined to air their dirty laundry on the forum.

Hi Rusty,

Agreed. How CT run their business is their business. Discussions on this should be reserved for the boardroom and sales meetings. At best, a note of appreciation and acknowledge could be forthcoming.

Agree with these points. How they run their business is their business, not ours but ignoring customers is suicidal for any business. With that in mind, and call me old fashioned if you want to, but when a customer politely corresponds with a business it is common courtesy to acknowledge that communication. To ignore it is plain rude.

All they have to do is to say thanks for the feedback; we appreciate it (even if they don't,) we have taken note of your concerns and are considering it.

By doing that, they have acknowledged the concern and committed to nothing, but most importantly, have not ignored the customer.

I have not received any acknowledgement of my communication to Carba-Tec last Sunday. Not good form! To me, that indicates they either don't care about their customers, or don't understand the basic fundamentals of customer service.

Originally Posted by rustynail

There are other ways of making a point than just bleating. There is crticism and constructive criticism. The key word here is constructive. After all, isnt that what we are supposed to be - constructive? Able to make something out of almost nothing? See the beauty within? Maybe we should be looking at incorporating our talents in this area to help us understand what difficulties may be befalling the likes of Carba Tec.

I agree with some of this, but not all of it.

As we have already agreed, it is not our job to tell Carba-Tec how run their business.

As customers, some people here have aired their/our concerns and reasons why we are dissatisfied as customers, which is perfectly reasonable. Customers keep a business alive. Without them, there is no business.

It is not up to the customer to be all warm, fuzzy (my words) and be understanding of the retailers difficulties. This is even more so when the retailer doesn't even have the courtesy to acknowledge customers communications.

Concerns have been brought to the attention of the management of Carba-Tec by the customers that help keep them in business. What they do now is up to them. If they choose to be rude to customers and/or ignore serious feedback from people who genuinely want to see them thrive and prosper, then frankly they deserve the inevitable result.

This thread is a glorious opportunity for Carba-Tec to get closer to their customers.

Originally Posted by TORB

Agree with these points. How they run their business is their business, not ours but ignoring customers is suicidal for any business. With that in mind, and call me old fashioned if you want to, but when a customer politely corresponds with a business it is common courtesy to acknowledge that communication. To ignore it is plain rude.

Call me old fashioned too, but it's common courtesy to contact them direct first before getting into print. Something you only did after prompting in this thread.

But you seem to do this regularly as your post are peppered with whinging about service from various stores, mainly Carbatec.

You appear to be what I would call a serial whinger and a retailers nightmare, maybe that's why they are ignoring you. Learn to live and forgive if the service is not to your liking or don't shop there.

Vote with your wallet if you want to but your continual whinging does no one, including you, any good.


Peter.

Originally Posted by Sturdee

Call me old fashioned too, but it's common courtesy to contact them direct first before getting into print. Something you only did after prompting in this thread.

But you seem to do this regularly as your post are peppered with whinging about service from various stores, mainly Carbatec.

You appear to be what I would call a serial whinger and a retailers nightmare, maybe that's why they are ignoring you. Learn to live and forgive if the service is not to your liking or don't shop there.

Vote with your wallet if you want to but your continual whinging does noone, including you, any good.




Peter.

Well put Peter.

Originally Posted by Sturdee

But you seem to do this regularly as your post are peppered with whinging about service from various stores, mainly Carbatec.

You appear to be what I would call a serial whinger and a retailers nightmare, maybe that's why they are ignoring you. Learn to live and forgive if the service is not to your liking or don't shop there.

I don't understand why anyone should have to accept (and forgive) poor service. Put simply, I refuse to put up with second rate, poor service from any establishment. The reason that so many Australian retailer have such poor service levels is because many customers are prepared to let them get away with it.

As far as being ignored is concerned, as you can see from other contributions to this thread, its not just me that they are ignoring and I am not the only one dissatisfied. So I guess we must all be wingers.