Just yesterday I had a customer picking up his ice rods and he noticed some of the graphics weren't what he wanted. Because we had sat down beforehand and covered every detail I was able to show him the mockups we had discussed at the beginning of the project. He had okayed them earlier but it was a simple misunderstanding and I was able to fix them in time for him to pick up today.

He was happy, I was happy and he will probably order more rods in the future.

Anyone care to share tales of similar successes or tales where things didn't turn out so well?

Thanks,
Chad Huderle

Huderle Custom Rods
Prior Lake, MN

That's a great thing you did, and yes he will be back.

I've had the opposite experience, I have all my rods built, and there's been a few times where I've had a builder make a mistake and instead of admitting fault or at the least trying to work with me on it. I've had to eat shipping costs both ways a few times, just to fix things that I laid out in the initial specs that were sent to the builders. And I've been treated like a nuisance or pest by both builders, as if my wanting it done the way it was initially was a huge incovenience to them and not worth their time.

Neither builder ever built another rod for me.

You did the right thing; even if it wasn't your fault. btw...I paid through the nose both times too.

Sounds like you're doing it right.

I to discuss every single detail I use an order sheet and then email them the sheet with all the details with my deposit requirements this keeps most expectations under control but not allways.

I built a cod rod for a customer that owns a spinner bait company he wanted his logo on the rods so he sent it through when he received his rod I gave him all call to ensure it arrived all ok and he said this "I really like the rod but I hate the logo" "but its your logo" I replied and then he comes back with "I just don't like the colours in the logo I thaught you would have changed them" I said they match exactley with the colours you sent me the same as your website and packaging I would never change someones logo.

In the end Ill change it over for him no problems as he is ordering more rods but it goes to show no matter hoe well you disscuss things as a suplier even when your right your never going to be perfect in some customers eyes the best you can hope for is to get in right 99% and the ability to correct the other 1% and honestly if you go out of your way these 1%ers become your best reps.

When I was a photographer I actually hired a 1%er as a sales person and she was one of these best employees I ever had.

Cheers

Mark Newcombe
Old Bar NSW
Australia
markscustomfishing.com
American Tackle Pro-Staff

Nice Chad. Like Sam said he will be back. I have gotten in the habit before I start putting the finish on I will take pictures with my iphone of the guide wraps, decals/graphics, decorative wraps, ect.
and send them to the customer for final approval. Seems like everyone these days are quick to reply to text msgs. Alot easier to make any changes before the finish goes on! :)

Like said
A picture is worth a Thousand Words

Bill - willierods.com