I'll post it here (along with the links) in case you didn't:
A message from the CEO of Highland Woodworking
While we make every effort to please every customer who chooses to do business
with us, unfortunately we don't always succeed, even though pleasing our
customers has been our greatest source of satisfaction for over 30 years.
The Internet has dramatically changed the way people shop, and the way
merchants peddle their wares. Information can now travel at the speed of light.
So why am I bringing this up now?
It's in response to the frustration I feel when we don't click with a customer,
and then for some reason, nothing we're able to do seems to rectify the
situation to everyone's satisfaction. That happened to us this week. You can
read it about it here in the Google Places review dated August 10, 2011.
http://click.icptrack.com/icp/relay.php?r=1041221430&msgid=4507884&act=8069&c=6499&destination=http%3A%2F%2Fmaps.google.com%2Fmaps%2Fplace%3Fcid%3D14920219542155318028%26hl%3Den%26ie%3DUTF8%26z%3D14
Online reviews of businesses and their products are a truly great resource for
helping people choose what to buy and where to buy it. Sometimes though the
picture gets distorted because it's often only the unhappy customer who takes
the time to express their feelings and describe their experience in a review.
We're particularly troubled by the impression people may get when they first
read that August 10 review, even though I have placed a response to it online.
We would love for our reviews on Google Places (and elsewhere) to actually
reflect how most people feel about Highland Woodworking.
If you would care to weigh in with your own impressions of the quality of our
tools and the helpfulness of our sales staff, I invite you to click here and
take a moment to write a short review based on your own experience.
http://click.icptrack.com/icp/relay.php?r=1041221430&msgid=4507884&act=8069&c=6499&destination=http%3A%2F%2Fmaps.google.com%2Fmaps%2Fplace%3Fcid%3D14920219542155318028%26hl%3Den%26ie%3DUTF8%26z%3D14
Please know that we appreciate the support of all the customers who have
enabled us to continually grow our business since 1978, and we always welcome
and appreciate your feedback.
Sincerely,
Chris Bagby, owner and founder
Highland Hardware, Inc.
highlandwoodworking.com
On Aug 13, 8:01=A0am, Puckdropper <puckdropper(at)yahoo(dot)com> wrote:
> RicodJour <[email protected]> wrote:
>
> > I don't think the request for reviews is going to hurt business -
> > it'll help it. =A0Most people don't know or care that much about the
> > actual people involved. =A0Potential customers will look at the ratings
> > and be more likely to buy stuff from a higher rated business, and most
> > people don't get into review back story analysis.
>
>
> Too many reviews in a short period of time looks suspicious. =A0It's not
> enough to be a turn off, but just another point in the "don't do it"
> category.
Agreed.
> If the reviews are good quality, though, they'll more than offset the
> negative point from having too many in a short time.
Right. And most people won't bother going too far back in time to
check when the reviews were coming in - they're just interested in the
overall rating.
R
I used to make an occasional trip to Atlanta just to wander around
Highland (Hardware) Woodworking. Fuel costs have pretty much
eliminated that as a pastime. Years back, I do think the atmosphere
was a bit more friendly and they had a sales force that really took the
time to talk with customers ... but in recent years, they do seem to
have become just a little bit snobby ... not enough that I avoid them or
anything ... just a less relaxed & friendly atmosphere.
I've never been mistreated or neglected in any way while in the store
... it's just a feel that is different. I've never bought anything
there that I was dissatisfied with in any way, and I really do like
their inventory ... much more product than Woodcraft or Rockler,, and at
about the same prices.
They used to have Saturday & Sunday classes that were pretty affordable,
and gave you the chance to meet up with folks that had a tool or topic
in common, but again, the economy has forced the price out of reason for
me, considering the travel time & expense.
All in all, I have to say Highland is a very well stocked store where
you can actually touch & feel most items before purchasing, and most of
the time you can ask a question about an item and get a reasonable
answer. I don't understand where this guy is coming from with his
somewhat incoherent rant about mistreatment, but hey ... you couldn't
please some people if you hung them with a brand new rope. He
certainly wouldn't sway me from an occasional trip down there just to
look around & kill some time ... in fact, I'll probably be there
sometime next week ... gotta make a trip to pick up some computer stuff,
and I'll have to make my obligatory trek to Highland just to browse.
--
"If you voted for Obama in 2008 to prove you're not a racist you'll
have to vote for someone else in 2012 to prove you're not stupid!"
On Thu, 11 Aug 2011 14:35:10 -0400, "<<<__ Bøb __>>>" <[email protected]>
wrote:
>
>I used to make an occasional trip to Atlanta just to wander around
>Highland (Hardware) Woodworking. Fuel costs have pretty much
>eliminated that as a pastime. Years back, I do think the atmosphere
>was a bit more friendly and they had a sales force that really took the
>time to talk with customers ... but in recent years, they do seem to
>have become just a little bit snobby ... not enough that I avoid them or
>anything ... just a less relaxed & friendly atmosphere.
We go up to Atlanta once every couple of months (we're going up the 27th and
I'll be up there on business next week). Highland is the toy store my wife
even enjoys going looking around (she'll tolerate Rockler, I drop her off at
the mall when I go to Woodcraft, and she sits in the car and reads at Peach
Tree). I haven't noticed any snobbery. They have been busy when I've been
there so maybe not as attentive as others. I'd rather just poke around
anyway.
>I've never been mistreated or neglected in any way while in the store
>... it's just a feel that is different. I've never bought anything
>there that I was dissatisfied with in any way, and I really do like
>their inventory ... much more product than Woodcraft or Rockler,, and at
>about the same prices.
A higher class of products, IMO. They seem to carry more Festools than anyone
else in Atlanta, too. ;-)
<...>
RicodJour <[email protected]> wrote in
news:[email protected]:
>
> I don't think the request for reviews is going to hurt business -
> it'll help it. Most people don't know or care that much about the
> actual people involved. Potential customers will look at the ratings
> and be more likely to buy stuff from a higher rated business, and most
> people don't get into review back story analysis.
>
> R
>
Too many reviews in a short period of time looks suspicious. It's not
enough to be a turn off, but just another point in the "don't do it"
category.
If the reviews are good quality, though, they'll more than offset the
negative point from having too many in a short time.
Puckdropper
Steve Turner wrote the following:
> I'll post it here (along with the links) in case you didn't:
>
> A message from the CEO of Highland Woodworking
>
>
> While we make every effort to please every customer who chooses to do
> business with us, unfortunately we don't always succeed, even though
> pleasing our customers has been our greatest source of satisfaction for
> over 30 years.
>
> The Internet has dramatically changed the way people shop, and the way
> merchants peddle their wares. Information can now travel at the speed of
> light.
>
> So why am I bringing this up now?
>
> It's in response to the frustration I feel when we don't click with a
> customer, and then for some reason, nothing we're able to do seems to
> rectify the situation to everyone's satisfaction. That happened to us
> this week. You can read it about it here in the Google Places review
> dated August 10, 2011.
> http://click.icptrack.com/icp/relay.php?r=1041221430&msgid=4507884&act=8069&c=6499&destination=http%3A%2F%2Fmaps.google.com%2Fmaps%2Fplace%3Fcid%3D14920219542155318028%26hl%3Den%26ie%3DUTF8%26z%3D14
>
>
> Online reviews of businesses and their products are a truly great
> resource for helping people choose what to buy and where to buy it.
> Sometimes though the picture gets distorted because it's often only the
> unhappy customer who takes the time to express their feelings and
> describe their experience in a review.
>
> We're particularly troubled by the impression people may get when they
> first read that August 10 review, even though I have placed a response
> to it online. We would love for our reviews on Google Places (and
> elsewhere) to actually reflect how most people feel about Highland
> Woodworking.
>
> If you would care to weigh in with your own impressions of the quality
> of our tools and the helpfulness of our sales staff, I invite you to
> click here and take a moment to write a short review based on your own
> experience.
> http://click.icptrack.com/icp/relay.php?r=1041221430&msgid=4507884&act=8069&c=6499&destination=http%3A%2F%2Fmaps.google.com%2Fmaps%2Fplace%3Fcid%3D14920219542155318028%26hl%3Den%26ie%3DUTF8%26z%3D14
>
>
> Please know that we appreciate the support of all the customers who have
> enabled us to continually grow our business since 1978, and we always
> welcome and appreciate your feedback.
>
> Sincerely,
>
> Chris Bagby, owner and founder
> Highland Hardware, Inc.
>
> highlandwoodworking.com
Hmmm. Asking for good reviews from past customers who have not made any
reviews previously.
Where does one ask to get bad reviews from people who have had a bad
experience, but didn't bother to give a bad review?
In the next bad review by "disappointed" under above mentioned CAPS
FILLED review, I wonder if disappointed's complaint about "the very
slender older man with a very bad haircut working on 2/12/11 at around
12:30 pm" was describing Chris Bagby himself.
--
Bill
In Hamptonburgh, NY
In the original Orange County. Est. 1683
To email, remove the double zeroes after @
On Aug 12, 12:32=A0pm, "Eric" <[email protected]> wrote:
> "willshak" =A0wrote in message
>
> news:[email protected]...
> Hmmm. Asking for good reviews from past customers who have not made any
> reviews previously.
> Where does one ask to get bad reviews from people who have had a bad
> experience, but didn't bother to give a bad review?
>
> In the next bad review by "disappointed" under above mentioned CAPS
> FILLED review, I wonder if disappointed's complaint about "the very
> slender older man with a very bad haircut working on 2/12/11 at around
> 12:30 pm" was describing Chris Bagby himself.
>
> =3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D
>
> hmmmm.... Must be an echo in here.
>
> That would be my guess too. This guy has done himself some damage as an a=
nal
> whiner at the cost of bad advertising.
I don't think the request for reviews is going to hurt business -
it'll help it. Most people don't know or care that much about the
actual people involved. Potential customers will look at the ratings
and be more likely to buy stuff from a higher rated business, and most
people don't get into review back story analysis.
R
"RicodJour" <[email protected]> wrote
> I don't think the request for reviews is going to hurt business -
> it'll help it. Most people don't know or care that much about the
> actual people involved. Potential customers will look at the ratings
> and be more likely to buy stuff from a higher rated business, and most
> people don't get into review back story analysis.
>
> R
The owner probably should have just left things alone. Sure, the one review
was nasty, but smart people put that in context with real life. No matter
how good a business is, there is always the crackpot customer that just
cannot be satisfied. When I see a lot of 4 and 5 star reviews and 1 really
nasty 1 star or no star, I just figure either the store clerk, customer, or
both, did not get laid the night before. Ignore it. You can be sure it is
exaggerated too.
On Aug 11, 2:19=A0pm, -MIKE- <[email protected]> wrote:
> On 8/11/11 1:12 PM, Steve Turner wrote:
>
> > I'll post it here (along with the links) in case you didn't:
>
> I was just going to post about this. There are useless troll is the real
> world, too, not just in this group. Looks like one is effecting this
> guy's business.
I doubt it. Probably the review just got under the CEO's skin for
whatever reason. Do you worry about what people do WHEN THEY SHOUT IN
ALL CAPS? I just tune the idjit out. The CEO did certainly elicit a
helluva response from his faithful, though. Everyone is giving HWW
five stars now.
R
Your time clock is mismatched with your time zone, George Watson.
---------------------
"RicodJour" wrote in message
news:b2f79fa6-8769-4a89-9661-bb304bd03b31@i15g2000vbk.googlegroups.com...
I doubt it. Probably the review just got under the CEO's skin for
whatever reason. Do you worry about what people do WHEN THEY SHOUT IN
ALL CAPS? I just tune the idjit out. The CEO did certainly elicit a
helluva response from his faithful, though. Everyone is giving HWW
five stars now.
R
On 8/11/11 1:12 PM, Steve Turner wrote:
> I'll post it here (along with the links) in case you didn't:
>
I was just going to post about this. There are useless troll is the real
world, too, not just in this group. Looks like one is effecting this
guy's business.
--
-MIKE-
"Playing is not something I do at night, it's my function in life"
--Elvin Jones (1927-2004)
--
http://mikedrums.com
[email protected]
---remove "DOT" ^^^^ to reply
"Steve Turner" wrote in message news:[email protected]...
I'll post it here (along with the links) in case you didn't:
A message from the CEO of Highland Woodworking
While we make every effort to please every customer who chooses to do
business with us, unfortunately we don't always succeed, even though
pleasing our
customers has been our greatest source of satisfaction for over 30 years.
The Internet has dramatically changed the way people shop, and the way
merchants peddle their wares. Information can now travel at the speed of
light.
So why am I bringing this up now?
It's in response to the frustration I feel when we don't click with a
customer,
and then for some reason, nothing we're able to do seems to rectify the
situation to everyone's satisfaction. That happened to us this week. You can
read it about it here in the Google Places review dated August 10, 2011.
http://click.icptrack.com/icp/relay.php?r=1041221430&msgid=4507884&act=8069
&c=6499&destination=http%3A%2F%2Fmaps.google.com%2Fmaps%2Fplace%3Fcid
%3D14920219542155318028%26hl%3Den%26ie%3DUTF8%26z%3D14
Online reviews of businesses and their products are a truly great resource
for
helping people choose what to buy and where to buy it. Sometimes though the
picture gets distorted because it's often only the unhappy customer who
takes
the time to express their feelings and describe their experience in a
review.
We're particularly troubled by the impression people may get when they first
read that August 10 review, even though I have placed a response to it
online.
We would love for our reviews on Google Places (and elsewhere) to actually
reflect how most people feel about Highland Woodworking.
If you would care to weigh in with your own impressions of the quality of
our
tools and the helpfulness of our sales staff, I invite you to click here and
take a moment to write a short review based on your own experience.
http://click.icptrack.com/icp/relay.php?r=1041221430&msgid=4507884&act=
8069&c=6499&destination=http%3A%2F%2Fmaps.google.com%2Fmaps%2F
place%3Fcid%3D14920219542155318028%26hl%3Den%26ie%3DUTF8%26z%3D14
Please know that we appreciate the support of all the customers who have
enabled us to continually grow our business since 1978, and we always
welcome
and appreciate your feedback.
Sincerely,
Chris Bagby, owner and founder
Highland Hardware, Inc.
highlandwoodworking.com
=====================
Looks like the owner hurt himself real bad with this little scam!
Attempting to fudge ratings and begging do not display professionalism to
the customers.
The response to the angry individual was just a display of guilt and
insecurity.
In some statistics the outliers are discarded. When this is applied the 1
star and 5 star radical reviews are discarded and the real ratings are
uncovered.
Using this technique leaves honest reviews that show the store is average
and most are disgusted with the owner`s childish responses.
This further indicates that **HE** was probably the clerk in question with
the bad haircut, having a bad day and could use some meds to handle life`s
hardships in a more professional manner.
Thanks for drawing our attention to this spam technique.
--
Eric
"willshak" wrote in message
news:[email protected]...
Hmmm. Asking for good reviews from past customers who have not made any
reviews previously.
Where does one ask to get bad reviews from people who have had a bad
experience, but didn't bother to give a bad review?
In the next bad review by "disappointed" under above mentioned CAPS
FILLED review, I wonder if disappointed's complaint about "the very
slender older man with a very bad haircut working on 2/12/11 at around
12:30 pm" was describing Chris Bagby himself.
====================
hmmmm.... Must be an echo in here.
That would be my guess too. This guy has done himself some damage as an anal
whiner at the cost of bad advertising.
--
Eric
On 8/13/11 7:41 AM, Ed Pawlowski wrote:
>
> "RicodJour" <[email protected]> wrote
>> I don't think the request for reviews is going to hurt business -
>> it'll help it. Most people don't know or care that much about the
>> actual people involved. Potential customers will look at the ratings
>> and be more likely to buy stuff from a higher rated business, and most
>> people don't get into review back story analysis.
>>
>> R
>
> The owner probably should have just left things alone. Sure, the one
> review was nasty, but smart people put that in context with real life.
> No matter how good a business is, there is always the crackpot customer
> that just cannot be satisfied. When I see a lot of 4 and 5 star reviews
> and 1 really nasty 1 star or no star, I just figure either the store
> clerk, customer, or both, did not get laid the night before. Ignore it.
> You can be sure it is exaggerated too.
Bingo.
My buddy sells retail on Ebay and he had over 10,000 positive feedback
ratings until he got his first negative. The negative bothered him and he
stressed over it, until I told him that he was just beating the odds for
too long. It doesn't matter what you do for some customers short of a
BJ, they simply are not satisfied with service.
I am suspect of any feedback system on google or any merchant website
that doesn't have a certain percentage of negative feedbacks and at
least one nutjob. When someone has thousands of transactions and zero
negative feedback from customers... someone is cooking the books.
--
-MIKE-
"Playing is not something I do at night, it's my function in life"
--Elvin Jones (1927-2004)
--
http://mikedrums.com
[email protected]
---remove "DOT" ^^^^ to reply
On Thu, 11 Aug 2011 21:25:04 -0400, Larry Kraus <[email protected]> wrote:
>Interesting that the link gives the address for Highland, but with a
>note "Reported to not exist". Possibly the result of retaliation
>by the original complainer?
Which address?
The links in the article just worked for me. Do you have a line-wrap problem?
Or the one at the end? That works too. Try this:
<http://www.highlandwoodworking.com/>
"[email protected]" <[email protected]> wrote:
>On Thu, 11 Aug 2011 21:25:04 -0400, Larry Kraus <[email protected]> wrote:
>
>>Interesting that the link gives the address for Highland, but with a
>>note "Reported to not exist". Possibly the result of retaliation
>>by the original complainer?
>
>Which address?
>
>The links in the article just worked for me. Do you have a line-wrap problem?
>
>Or the one at the end? That works too. Try this:
>
><http://www.highlandwoodworking.com/>
It's back to normal now. When I used the original link last night,
there was a notation at the top of the page, just under the 1045 N
Highland Ave address. After the "Reported not to exist" statement,
there was a button to confirm the report. That line is missing this
morning.