Message-ID: <392FD310.6511BF7B@regandesigns.com>
Date: Sat, 27 May 2000 08:52:16 -0500
From: Brent Regan <brent@regandesigns.com>
To: Lancair List <lancair.list@olsusa.com>
Subject: Re: Factory Support
Mime-Version: 1.0

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Walter, I am impressed. It takes a big man to apologize. Your comments about
Lancair not being "Piper, Cessna or Boeing" are spot on, thank goodness. Do
you think they could produce the products they do if they were?

In order to produce a superior product at an affordable price, Lancair has
to (gets to) focus on producing kits and providing adequate support for the
average builder. Any more than this will drive the kit price up for the
average builder. If I consider myself at least average then I do not want
Lancair to spend the resources to address every complaint, problem, or whine
that comes along. Better to triage the problems and focus on the serious
ones.

To complain about the price of the kit and in the same breath demand that
more resources be allocated to customer service demonstrates a fundamental
lack of business savvy. Where should Lance get the money to hire the people
to do the work the tech support people are doing when they are not on the
phone? Business cashflow is a zero sum game. It has to come from somewhere.

I hear Stoddard had better customer support than Lancair.............not
anymore. Maybe if they had a few more complaints they would still be in
business.

While it is true that the squeaky wheel gets the grease, it is also true
that, once greased, if the wheel continues to squeak it gets ignored. With
enough squeaky wheels, all it takes is a smile and a kind word to get the
grease. Consider that next time.

Regards
Brent Regan

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