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  #101  
Old 08-06-2013, 08:34 PM
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Chino Tom Chino Tom is offline
 
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Geez! 100 posts and 11,000 views. Are we done yet? Get out there and pound some rivets!
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  #102  
Old 08-07-2013, 07:19 AM
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Location: Houston, TX
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Default Freedom of choice

Van's can operate their booth and business like the Dept of Motor Vehicles/Drivers License Dept. OR like a eager-to-please, focus on customer satisfaction business. Their choice.

This thread is gold for a business looking for the nuggets. Excellent springboard for internal discussions on how to improve the customer/booth experience. But if your business is swamped with orders you can ignore the feedback. Why would some customers/posters rather not see, or even criticize, these comments?

GA flying faces much bigger threats than Van's focus or disinterest in creating a pleasant booth or phone experience. Pound the rivets, fuel up, and fly, fly, fly, because we all know the slope of the plot of GA hours flown.
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  #103  
Old 08-07-2013, 07:38 AM
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Every time I see a partially completed RV project for sale, I think, "if only Van's had been friendlier at the tent."

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  #104  
Old 08-07-2013, 07:54 AM
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"Every time I see a partially completed RV project for sale, I think, "if only Van's had been friendlier at the tent.""

Interesting! Wouldn't that reason to stop building be much less probable than:

Burn out?
Fatigue?
$$$$?
Family/life change?
Health?
Frustration with errors?
Other reasons except Van's corporate "bedside manner"?
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  #105  
Old 08-07-2013, 07:56 AM
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When I hear of problems, all I can think of are solutions.
I have helped out in other booths that I have some little knowledge of, how about if Vans had some of us volunteer as "orderlies and ushers" to at least acknowledge visitors with a friendly greeting? I am sure there would be no shortage of volunteers, and much of the problem would be solved. We could sort of sift thru the visitors, answering the simple questions, and referring them to the Vans experts when needed. In some cases the prospect would even probably prefer to speak with a real Vans aircraft builder and owner than a factory rep. What do you think?
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  #106  
Old 08-07-2013, 08:57 AM
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Location: Elkhart, Indiana
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Quote:
Originally Posted by DonFromTX View Post
When I hear of problems, all I can think of are solutions.
I have helped out in other booths that I have some little knowledge of, how about if Vans had some of us volunteer as "orderlies and ushers" to at least acknowledge visitors with a friendly greeting? I am sure there would be no shortage of volunteers, and much of the problem would be solved. We could sort of sift thru the visitors, answering the simple questions, and referring them to the Vans experts when needed. In some cases the prospect would even probably prefer to speak with a real Vans aircraft builder and owner than a factory rep. What do you think?
Don, I think that is an excellent suggestion, personally. After all, we who inhabit the acres behind the tent are the real sales force for Van's. I would imagine that most prospective builders who show up at their tent, pen and checkbook in hand, have spent several hours wandering the rows and rows of completed RVs on display, asking all kinds of questions of the builders and owners. WE are the sales staff for Van's.

I'm not much of an EAA fan these days. I enjoy Oshkosh less each year. I've often thought about volunteering when I'm there, but I lack the passion for the organization that I once had. However, I would gladly jump at the chance to spend a few hours lending a hand to the Van's crew, even though I'm not really a people-person by nature. I'm more like the Van's guys.

Having RV builders/customers acting as triage volunteers to work the crowd has some merit, sifting the tire-kickers from the serious potential customers. I'd be terrible at answering tech questions, partly because I'm no engineer and partly because it's been so long since I did most things that I've forgotten how I did it!

They'd need a bigger tent, I would imagine. Maybe a "Welcome to Van's Aircraft" tent and a separate tent for tech questions and sales.

Or, they could just keep doing what they're doing. It's apparently working.
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  #107  
Old 08-07-2013, 05:39 PM
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Location: Australia
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Having volunteers assisting is a very good idea, but they should be selected to find people who, when tired or bored, are able to maintain a helpful and very personable demeanor.
Probably better to have a people person than a non people person, lest we have just another similar discussion/thread.
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  #108  
Old 08-08-2013, 06:02 AM
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LettersFromFlyoverCountry LettersFromFlyoverCountry is offline
 
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Quote:
Originally Posted by flytoday View Post
"Every time I see a partially completed RV project for sale, I think, "if only Van's had been friendlier at the tent.""

Interesting! Wouldn't that reason to stop building be much less probable than:

Burn out?
Fatigue?
$$$$?
Family/life change?
Health?
Frustration with errors?
Other reasons except Van's corporate "bedside manner"?
It was a joke.
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Bob Collins
St. Paul, MN.
Blog: Letters From Flyover Country
RV-12iS Powerplant kit
N612EF Builder log (EAA Builder log)
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  #109  
Old 08-08-2013, 06:45 AM
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ChiefPilot ChiefPilot is offline
 
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Quote:
Originally Posted by LettersFromFlyoverCountry View Post
It was a joke.

I laughed.
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  #110  
Old 08-08-2013, 08:05 AM
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Quote:
Originally Posted by ChiefPilot View Post
I laughed.
then my job here is done.
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