Appalling service from Skye Highland Outffitters

[Riverkilt]

We have watched many other similar vendors move lock stock and barrel without a lapse in customer service....

The heads up remains appreciated.

[Downix]

It is also a good lesson for those who have an eye to starting a business:

Customer Service is King.

[Andy Proffitt]

I've run into this many times in both the Highland wear and custom holster areas of commerce. Look out for people who refer to themselves as artisans, that means they sleep late and get to your order when they feel like it. Some of the lesser known guys who claim they are just as good as the big names and will get you your sporran/holster in under a month wind out taking many months and are angry with you for bothering them when you call asking about the merchandise you prepaid for. They never offer an explanation or an apology and they will NEVER contact you.
On the other hand I have had well respected names, who up front told me the wait will be 6 months. Three months in on one of my orders they realized it would actually take 7 months for my order and called to apologize, offer expedited shipping, etc, well before the due date and without a call from me. I continue to use them, even though they take a long time and are more expensive by a factor of 4. The ohers are never given a second chance.
I run several different businesses, and have had huge catastrophes at one or another, and have moved several while staying open, and I never let my customers dangle in the dark. If you can't handle being in business and acting in a professional manner, you need to get out and go be a door greeter somewhere, especially when you get your money up front.

[SmokinScotsman]

So if you have read my thread about my friend Graeme you know that I am helping him get his loose ends here in the states tied up so he can go home.
When I spoke to him about an hour ago he told me Josh had called him about his inventory. He also told me that Josh called from a number Id'd as Skye Highland Outfitters.

Thought I might let you know the fact of the matter, for whatever it's worth.

[MacBean]

For some, the Highland wear work is a second job\hobby. Their deadlines may slip dreadfully. I don't expect anything else really, but it is frustrating.

Do you think that Barbara Tewksbury is able to keep up, what with her trip to Iceland, Arizona, South Africa? I doubt it; it would be unreasonable to expect it.

That said, those with a web site, should be prepared to provide realistic time estimates, and revise these when contacted.

[artificer]

For some, the Highland wear work is a second job\hobby. Their deadlines may slip dreadfully. I don't expect anything else really, but it is frustrating.

...

That said, those with a web site, should be prepared to provide realistic time estimates, and revise these when contacted.

I think that anyone who is conscientious about their clientele will inform them of delays. Delays happen, it's life. Good scheduling, padding your estimated completion dates with some buffer time and keeping your clients informed isn't terribly hard, and helps minimize problems.

In Downunder Kilt's case, we're not talking about running a few weeks behind schedule though.

I've run into this many times in both the Highland wear and custom holster areas of commerce. Look out for people who refer to themselves as artisans, that means they sleep late and get to your order when they feel like it. Some of the lesser known guys who claim they are just as good as the big names and will get you your sporran/holster in under a month wind out taking many months and are angry with you for bothering them when you call asking about the merchandise you prepaid for. They never offer an explanation or an apology and they will NEVER contact you.

Wow. I have to say that this is a pretty gross generalization, don't you think? In the last few months we've seen several posted examples of delays of product or not-too-stellar customer service, but all (apart from the current thread's issue) from "the big guys".

I think you can get pretty lousy products or customer service from business of any size.

We are lucky to have a great number of 2nd job/hobby craftspeople on this forum, and I don't think I've EVER heard a complaint voiced about their products or customer service in the seven months I've been a forum member here.

Having dealt with several of these 'artisans' recently, and hoping to work with a few more in the near future, I can safely say that I LOVE knowing just who is making my goods, having the person-to-person contact, and getting exactly what I want.

If you can't handle being in business and acting in a professional manner, you need to get out and go be a door greeter somewhere, especially when you get your money up front.

In this, at least, we agree. Bad business practices can darken the reputation of whole segments of an industry. ESPECIALLY when you've received payment in advance.

[Andy Proffitt]

Artificer,
Yes, I do generally speak in generalities....generally , as I can't list every exception to every rule. I do prefer to work with and know the people with whom I am trading (and the "big guy, well respected firms I mentioned is a shop on only 10, so in the grand scheme...), and with true artisans, I don't want my joke (or attempt at one) to be insulting to true craftsmen. Really, I just like to work and trade with people who do what they say they will, without being hounded.
What I am referring to is the recent phenomenon of internet "artisans" (but also some recent brick and mortar "artisans") who make or have made for them enough sporrans/holsters/jewelry/whatever to set up a website, and give the impression they are something rather than what they are, and often provide sub par work, or just take the money and run.
Recently I went into such a shop where there were signs everywhere proclaiming all objects for sale made on premises. The artisan was explaining how many hours he had in various works he had. I picked up a basket and flipped it over to look at the price; no price tag, only a sticker "Made in Pakistan." I guess it was made "On Premises" somewhere just not there. Its this type of duplicity to which I will not abide.
It's these black hats that got me going. My real preference in anything is one craftsman, one job at a time. Sorry to rankle.

PS Love your sporrans.

[artificer]

Artificer,
Yes, I do generally speak in generalities....generally , as I can't list every exception to every rule. I do prefer to work with and know the people with whom I am trading (and the "big guy, well respected firms I mentioned is a shop on only 10, so in the grand scheme...), and with true artisans, I don't want my joke (or attempt at one) to be insulting to true craftsmen. Really, I just like to work and trade with people who do what they say they will, without being hounded.

That's always a good rule, know just WHO you are doing business with. No argument there .

Recently I went into such a shop where there were signs everywhere proclaiming all objects for sale made on premises. The artisan was explaining how many hours he had in various works he had. I picked up a basket and flipped it over to look at the price; no price tag, only a sticker "Made in Pakistan." I guess it was made "On Premises" somewhere just not there. Its this type of duplicity to which I will not abide.
It's these black hats that got me going. My real preference in anything is one craftsman, one job at a time. Sorry to rankle.

Doh! hopefully they had the decency to at least be embarrassed!
And no need to apologize. It's your money and you deserve to get what you are promised.

PS Love your sporrans.

Thank you! I'm lucky enough to make my sporrans simply to keep myself in kilt toys or for trades with other X-Marks craftspeople. It allows me the freedom to take the commissions I want and spend time on each project.

There ARE people here who do it as part of their family income. It's these artists in particular that should most worry about bad business practices tainting people's perceptions of the small/internet-businessperson.
I just don't want to see these hard-working and extremely talented folks tarred with the same brush as the interwebz scheisters*.

It takes a long time to build a good name for one's self, but bad business can ruin a good rep dead-quick.

ith:

*edit: I should say that I'm not referring to any specific business, just the types of dealings that Andy Proffitt is siting.

[seanachie]

Artificer,
What I am referring to is the recent phenomenon of internet "artisans" (but also some recent brick and mortar "artisans") who make or have made for them enough sporrans/holsters/jewelry/whatever to set up a website, and give the impression they are something rather than what they are, and often provide sub par work, or just take the money and run..

I would be very cautious in phrasing things in such a manner without citation.
People make mistakes, things rightly or wrongly happen, people let you down. Those are reality. What you are suggesting borders on criminality. I think there is a big difference between someone intentionally soliciting your money for the intention of getting your funds and never intending to provide the goods and or service and someone who falls down in providing timely service and good support. I am not speaking to the OPs issue, and understand his distress. I can, however, say there are a few really good people who inhabit these boards that may have been a tad late or underestimated the time they would be able to deliver. To date and maybe I am lucky, but the quality and workmanship made up for it.

[ThistleDown]

To keep you all informed, I just received an e-mail from Josh saying that my sporran was sent today and providing me with a tracking number. As soon as it arrives I will be overjoyed to review it on this thread and on its own. I suspect the quality will be high.

Rex