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Post by andyoak on Jan 22, 2008 8:57:50 GMT
Every day I have emails from customers asking where their items are. It's getting that I spend more and more time on the pc when I should be in the workshop [he says as he types a message on the forum].
I was just wondering how others work their lead times. It's alright saying 6-8 weeks delivery time on a item that you are producing for them but that is a long time to look into the future and a lot can happen to change your work load. You only need the planer to go down or somthing like that and you could lose a few days, this then has a knock on and before you know it you are a week behind.
Does anyone have a system that seams to work.
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Post by jfc on Jan 22, 2008 10:30:36 GMT
Just tell them the truth . If they want a factory item on time then they can go to ikea ;D If they want it hand made then they will be willing to wait i find . The only people that moan are builders but if you mention money they soon shut up ;D
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Post by engineerone on Jan 22, 2008 10:37:06 GMT
whilst telling people the truth is very good, the problem is most people only hear what they want to hear. their idea of 6 weeks is generally the beginning of the sicth week, not necessarily the end. not sure if it helps, but maybe after 4 weeks you could send an email confirming that you are on schedule, or behind schedule and what problems you may be experiencing too. you do not give away any secrets, just a personal update. since people do not do this too often, it might be a good way to build up more customer confidence. i would guess often people feel that they are ignored even if they are a PITA, and phoning or emailing daily, so maybe you can preempt that. paul  |
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Post by dom on Jan 22, 2008 18:01:52 GMT
If I believe the item the customer wants will be ready in 6 weeks, then I give the lead time as 8 weeks. So if something goes wrong I'm covered, if it doesn't then I tell them I bumped them up the queue. |
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Post by staffie on Jan 23, 2008 12:30:03 GMT
Im not a professional but here's my way of doing it, I work out what I need to do per job and how long it will take. Add on 30% for emergencies, mark it all down on a calendar and give the customer a delivery date.
When I start the job i send them a mail or give them a call, when I start finishing i contact them again. Sometimes even arrange for them to come and have a look.
Day before another call and deliver the next day first thing.
I must admit that at times I have added 100% to the required time (Due to doing things for the first time) and as Dom said if i get it done sooner, I'v moved them up the que.
Havent missed a deadline yet, but I'm only doing this part time so I do not have the pressure of doing this for a living.
SWMBO has been tracking things for me on the computer, it helps a bit when she reminds me what needs doing for who, and that includes things for her as well. She often slips her own things in, but thats allways gives me the excuse i need for that "New tool" .
Have a good day
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Post by Sgian Dubh on Jan 23, 2008 14:07:19 GMT
I was just wondering how others work their lead times. ...a lot can happen to change your work load. ... before you know it you are a week behind. Does anyone have a system that seams to work. It sounds to me like you have something quite a bit out of whack with your estimating methodology, andy. What system do you use and how do you make allowances for contingencies? Do you, for instance say in your estimate or quote something like, "The job will take eight weeks to complete once your deposit is cleared by our bank. Our work schedule may change due to changes in circumstances, eg, other deposit paying customers that through payment of their deposit secure a place in the work schedule ahead of your job."? Stuff like this would be useful to know prior to coming up with strategies that might help. Slainte. |
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cadas
Full Member
Posts: 107
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Post by cadas on Jan 24, 2008 21:12:08 GMT
We are having trouble with lead times, for us it is 4-5 months. We are sending out estimates for acceptance today for June delivery (this is France - we're considered to be rushing it a bit)
Planning that far ahead is becoming a nightmare, I have no idea what I'm doing next week half the time.
But one issue arose today, a client who has signed an order for February (he signed back in September) has rung up saying that unless I can guarrantee first week feb delivery of his staircase, windows and doors, he wants to use a 'factory' company that can.
My initial reaction was 'of course we will' but in hindsight, he has been a good customer in the past and I know that the feb date is critical to him, so I am thinking of ringing him and telling him to use the other firm. Whilst I am 90% sure I can deliver, we had the planer go down just before xmas, and we've run out of belts for the big sander (delivery any month soon) so back to the Makita belt sander. One more problem and we will miss his deadline.
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Post by engineerone on Jan 24, 2008 23:09:58 GMT
seems a shame to loose such a good customer, can you deliver in stages, and would he accept that??? always bad to send them somewhere else unless you really have too. try to work on his need for hand made, rather than factory to ensure the speciality of his house  retained customers are always cheaper to keep than getting new ones. paul |
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