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Clubmakers,

Need your help here...my buddy who's the nicest guy in the world and too nice to put a policy in place about these customer's who think they can just demand same day service from his has inspired to ask for your input.

Would you mind sharing your policy on this...I'm mainly talking about guys dropping off equiment to him within two hours of closing, asking for regripping whole set of irons, etc...type cases he has has plenty of work to do before closing shop.

I suggested to him that he post a sign of an upcharge rate for this "Same Day" service, kind of like what shipping companies do for "Same Day" service...I was thinking of mainly regrips, reshafting, etc...I know he wants as much business as possible and has been willing to set other work aside to please the customer, but I don't like seeing him taken advantage of, I know he's a big boy, but c'mon some of you out there can help me/us out with the proper way to handle these "demanding" customers...I say hit them in the pocket book and deliver in a nice way, "Sir/Madam, we require an additional $15.00 for Same Day service....blah, blah, blah."

Thanks for your input...I told him I'm going to make the sign for him if he won't...

I'd suggest that he play it by ear. A sign may be off-putting and unnecessary in many cases when the customer comes in early. In more troublesome cases such as the ones you cite, he could explain his same-day policy & surcharge face-to-face. Just my $0.02... I'm not in the business though. Some here are ... hopefully they'll chime in with a better idea.

I know what you mean, but most of these folks bring it in within the last hour or two of his working day and just seem like spoiled brats, I've seen it first hand...and what gets me is these guys will be so tight with the buck when quoted a price yet they put the keys into a Benz or BMW...just rubs me the wrong way I guess...

I am lucky enough to have a clubmaker who charges me next to nothing for the use of his shop/services and who will also drop everything (within good reason) and work on my stuff that I bring in. I usually pay 2x what he asks which is usually normal price by then for his rush.

I personally agree with you and I have seen signs in shops stating that all clubs brought in past a certain time will be ready next day or some that put a "front of the line" charge to be put in the front of the line, but not always same day or even next day pending on how much work there is to do.

I don't think it is unreasonable at all to have a upcharge policy for rush orders. I don't know what makes people think they are so special that they shouldn't have to wait in line as others do (in this case, other's equipment is in line). Since he probably already has a "promised date" on his work orders and in order to meet that date, he plans his days accordingly so added work means "overtime" and in any other business, those that work overtime are compensated additionally, an upcharge would not be unreasonable and in fact, would be expected. If someone finds that unreasonable, perhaps that is NOT the kind of customer he needs.

Good points guys...it's really something the attitude I've seen with people, yet they want it all at cost...he'll tell me from time to time customers knowing what a price is in golfworks for a shaft and kind of raising an eyebrow to him after he quotes them an installed price...truly amazing...he has to pay shipping, time for his work and add tax...these guys think it's a hobby for my buddy...he has to pay bills and make a living here...and believe me his prices installed for shafts are more than reasonable to begin with and his work is excellent.

Yes, other work is on his plate for sure and when they just drop in and want him to drop everything else it's where a price has to be paid. I think I'm going to draft something up here in the next day or so and if you guys don't mind I run it past you and get input from that I'd truly appreciate it.

Thanks for the thoughts!

How's this sound???

“SAME DAY” SERVICE POLICY


o Due to the increased number of requests for “Same Day” service an additional service charge is required for our time and effort for the following services:

> $xx.00 for a single club re-shaft or switching shafts out between club heads,
> $xx.00 for loft/lie adjustments,
> $xx.00 for re-gripping a set of clubs, and
> $xx.00 for a complete set of irons

o Special requests are accepted and welcome, but subject to a “Same Day” service charge. This service charge may be requested at the discretion of ownership based on the type of work needed.

o We understand your wish to have work done on your equipment as fast as possible, and understand that your time is valuable, but it’s not fair to those who are in line before you.

o We appreciate your patience and understanding as we continue to grow!

What they don't realize is the expertise required to assemble the club properly and more importantly, disassemble the club properly to preserve the finish on the head prior to installing the new shaft. You don't just throw a torch on the club and pull the existing (usually graphite) shaft. It is very easy to damage the finish with excess heat if not done carefully...what about the insurance cost for that mistake (most clubmakers would back their work and if they damage the head, would have to replace/refinish it). People don't take into account all of the costs of doing business which are much more than the shaft, grip, shipping and supplies necessary...there is the craftsman's time and overhead to cover as well.

Well said!!! I just got off the phone with him and he's trying to put his foot down about this, working OT tonight, a guy came in wanted shafts swapped out, he told him Friday, the guy had the nerve to comment, "You busy?"..and he said, "Yes I am sir"..the earliest I can do that for you is Friday and the guy walked...

It's amazing, it's like they don't respect clubmakers for their skills and time...I kind of liken it to the shoemaker syndrome...everyone needs him/her when they want something fixed, and they think they're just twiddling their thumbs waiting for work to come through the door.

Anyone else have any thoughts on this? Please feel free to critique this, I won't be upset. My goal is to kind of give my buddy a kick in the butt to protect his interests and I've run it past him and he's warm to what I have already and willing to hear others thoughts on this.

Thanks!

The best club repairman in our area was so busy had hire a part time person (seasonal) for the lesser jobs so he could handle jobs requiring more skill. I would agree with the post on quality over speed. Never sacrifice quality for "just getting it out". I don't like the quick set epoxy as much as the 24 hour cure. I had a set of callaway irons with loose shafts because of imperfection in the epoxy. But a lot of clubmakers use the quick set to satisfy the customer. Shop setup can also be beneficial to help with time restraints. Is his equipment set up so he can avoid unnecessary walking, etc.

Yes his equipment is all quite handy for him to do his work. I think what happens here is that people don't realize that he's the owner of the place b/c he's pretty young and for some reason they think, oh, well he can do it right now for me and are demanding.

I agree with you about the quick set, I've had some fail on me in the past.

A rush charge is certainly reasonable. I think the best way to handle it actually is a sign but not just a sign highlighting the extra charge. The guy I use has a sign with his prices for most basic services. I don't recall whether he has a rush charge listed, but, to me, that would be the place to put it. To me it makes it matter of fact. My guy, and probably most places, will stop and do a grip or two right away. I would never ask for more than that without expecting to pay extra.

Thanks for the input, I put the sign up for him, we did it very professionally and framed it on the wall, not far from the register. He's brought it up to the customer's some had no issues and some walked...it's their choice but I think he's very glad something's in place...I was glad to initiate it for him as like I've said he's offered to be walked on, yet gets a "can't believe these people" kind of look on his face.

Now the chips are on the table for the customer to see and it's used at his discretion based on the circumstances and who the customer is...I know he's relieved about it.

As far as my view goes, you can't ask for special treatment without some kind of cost especially when he has clubs out the wazoo needing work....who do people think they are sometimes???

My nephew works in a high end store that sells home theatres and you name it kind of t.v.'s and he says guys come in and want to haggle about price b/c of an internet proce and he said they just tell them go ahead and buy it there...you won't get the service or warranty we'll give you, but we can't match the price...it's lower than our cost...go ahead, take the chance...who knows where that equip was obtained if you know what I mean...AMAZING the gull of people.

It's the "you owe me something" attitude before earning a rapport that really gets me.

i had a great rapport before I moved back to Georgia with a young man that eventually became the asst. pro at the course i worked at. I was commenting that I had a shaft coming in, and was going to take it to so and so. He said..nah..I'll do it for you no charge. He picked up the club and shaft around 12:30 one afternoon, and had it back to me by 5:00 so I could use it in out twilight tourney. He did a great job on it too.