don’t ask. . .
Published June 23, 2006 | 
And this is how you remind meOf what i really am
-nickleback
So I thought I’d email Kokatat and ask them if it is possible to get either their Bahai Tour or Msfit Tour PFD in Black. Seemed like a reasonable question since I have seen them, albeit on sponsored paddlers. 
And given that you can order a custom color drysuit as well.
Here was the response;
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First, we don’t do direct sales and unfortunately, we don’t carry the Bahia Tour or MsFit Tour in black. Thank You.
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May I suggest something like;
Hello (insert name),
Thank you for your email. We do appreciate your interest in Kokatat products. I’m sorry, but at this time our PFDs are not available in black. We will certainly let know know if this changes in the future.
Best Regards, (warm regards, sincerely. . )
Somebody’s Name
Somebody’s Title
Contact Information
——————————————————–
I really had’nt inquired about “direct sales”, only a custom color. That unnecessary bit in the response, along with the lack of a personal signature, tacked on “thank you” etc., seemed to imply they did not wish to be bothered by actual customers. While that certainly may not be true, just a little change in phrasing would have left me much more disposed to purchasing Kokatat products in the future. As it is I’ll be shopping around a bit more for my new pfd.
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9 Responses to don’t ask. . .
Don’t blame you for feeling offended Derrick. I’ve spent most of my working life in customer service and know you must make them feel like you genuinely want the business. Kokatat has a good rep and you probably got one tactless person.Maybe they need to go for a long paddle.
Cheers
Bert
Hi Derrick,
Sent an email to Kokotat after reading your experience, will be interesting to see if they have the decency to reply……nicely
Geoff ( still waiting for the Rockpool to turn up )
Hey Geoff!
Yeah, any email that starts out with “First. . .” is not a good thing. It’s like a letter you get from and ex-girlfriend. As in, “First. . everything was YOUR fault! Second, I took the TV & all your CDs when I left this morning. . .” Oh well, such is life.
Man, I bet you’re just chomping at the bit to get your new boat. I know I was, waiting for the Acuta. At least you’ll get yours just in time for summer.
Hi Bert,
and I thought a one hour daily paddle would be an industry staff requirement.
Too often people in sales/customer service (or customer NO service) forget who they are there to serve–you be the customer, the one along with others like you are responsible for their livelihood.
All customers/clients/patients should be treated and responded to with the same highest level of respect that by persons in customer contact positions that they would want their most revered loved ones treated.
I used to remind my employees that “The customer may not always be right, but they are ALWAYS the customer!”
That’s a good motto JB!
Try phoning with the same question. I’ve called them a number of times (usually involving “tailoring” of my drysuit) and always found them to be incredibly helpful. One guy even walked me through fixing my neck gasket.
probobly a valid point.
Phone? Does anyone still use those?
I find myself addicted to email. I feel it is easier to deal with customer service situations when everything is in writing. Also, more often than not, I end up talking to computers. It seems like everyone has an answering service now.
“We’re sorry, but all are reps are busy with other customers…..OR we just don’t care enough to hire enough operators to man the phones….but your call is important to us”!
(and I say this all in fun. I am really not that bitter)