Customers Reaction to Me Ruining Their Project
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- Опубліковано 27 тра 2024
- What my customers thought of my recent f-up after waiting over a year.
Full build video: • 544 Day Project
Interview with the wood supplier: • Confronting My Wood Su... - Розваги
As I always say. It's not the mistakes that define a company it's how they react to them.
Agreed. I wonder how many workers would have just shipped it and called it good. This is the kind of work i would expect from blacktail. "I am not shipping subpar tables"
Yup. When I'm reading customer reviews, I look for people who had problems with their order so I can see how the seller responded.
Totally agree 😍💕
You got it so right.
thats what you always say?
@@obston2846 If your questioning my English you will have to specify as I believe I used that particular Idiom correctly.
Very classy people. They understand the implications of spending a lot of money for original art pieces and they understand why working with craftspeople and suppliers with integrity is key. Very nicely done.
Omg they were so nice and understanding! Prime customers right here. A little upset about not getting what they paid for a year ago and that's fair, but VERY nice about it. It's great they loved that they sort of gave you a learning experience but were still not worried about the quality of their final product at all. Top notch folk right there. I wish everyone in a retail setting were this considerate and understanding, the world would be a much better place.
Yes I totally agree. Can you imagine what a great world this would be If everyone was as understanding and emotionally grounded as demonstrated by this couple?
on a zoom call, knowing it was going on UA-cam, I am sure these two folks shut off the camera and flipped the fuck out. fools and their money :)
@@ontomore4 these people are not starving or hurting for a luxury item that they can splurge on. They can afford to be understanding and patient because they lives are pretty fine with or without the table.
@@junkname9983
I can appreciate your opinion to a certain degree. It has some truth in regards to probably the majority of people rich enough to afford such luxury items. The true test of their character would be to see how they behave if they were not rich and faced with a basic need not being met. I have personally witnessed many people who had more money than they knew what to do with, exhibit extremely rude and disrespectful behavior in situations of a minor nature. These are very unhappy people who feel that they do not have to understand and choose to direct their negativity on other people. This couple however, in my opinion, based on what they said and more importantly how they said it are to be praised. They have chosen a different and much superior way of behaving. I have come to appreciate seemingly good people more as time passes and needed to express it here.
@@junkname9983 I grew up poor and my father was always understanding and patient. Maybe dont use poverty as an excuse for a toxic personality. I would understand if it were a paycheck not received on time, but for a table? as long as you dont buy from a scammer then you can have patience.
"We trust your honesty"
The way I rate a service is how issues are addressed when/if they arise. If they are dealt with with honesty and integrity then I have no problem. You appear to be one of those people and deserve to keep those customers. The fact that you also have a great working relationship with your suppliers is also apparent. I can't have been easy delivering the bad news especially the time scales and distances involved. Please carry on the great work and keep us involved, it's fun.
Those are the type of customers you want to have. They are willing to pay a lot of money for one of your projects because they want something made from you, that‘s exactly what everyone strives for as a maker
Rich white couple not giving a fuck if a custom 30,000 table is ruined...I love america
they're the kind of people you want as customers because they are wealthy and can throw money at you as long as you make them happy.
@@junkname9983 Yup. They seem like nice people but they exist in a world where $$$ is orders of magnitude higher than us normal folks. Dropping 5 figures on furniture is mind boggling to me. They are absolutely heirloom pieces, hence the commitment to quality, but good lord that is mucho dinero.
Made “from” you? They expect him to lose a finger and seal it in the epoxy? 😂
A rare look at customers explaining what would have made them mad is invaluable information for the rest of us out there.
Chuck Swindoll says: "Life is 10 % what happens to you, 90% how you react to it". nicely done
I wanna hug those clients. What great people to get to work with. Great job, Cam!
in 2023, we are willing to hug strangers and call them great people for a short video. that kind of vouching use to take months of getting to know someone, but if you say they're great and will hug them for having no choice...go for it.
@@obston2846 Um, I think they had choices.
@@dawnweaver3556 what were the choices
@@obston2846 Did you watch the video? @6:14 "you gave us every option"
This should be a required video for all business owners. Mistakes happen, and it's not if but when. The way you handle them is what sets your business (and you as a person) apart from others.
I was the head of the sales department at a large Belgian lumber import company and I can tell you, this owner was absolutely incredible on handling the situation. He touched very briefly on one of the major components though that the time the woodworker spent/lost on the project can’t really be compensated. For me that was the highlight of the conversation and was a bit to briefly addressed.
This was one of the major hurdles I faced on a monthly basis. Our main import wood was French white oak which on thicker slabs 5/4 - 6/4 and 8/4(last one would never be killn dry of course in the core) had similar problems.
I always saw both sides of the argument. Yes the lumber supplier shouldn’t sell you KD if it’s AD, or with pockets of AD, but the responsibility should also be on the woodworker to properly test so he doesn’t waste his time. Supplier bears the responsibility for the wood and if he replaces it with equal or better at no upcharge, the woodworker is responsible for working with wood that should have been worked with. If you can proof you get a product that is not correct, it is easily (sort of depending on grain preference) replaced.
These customers are the most lovely people to have as a woodworker. They understand that you work with a natural product that has variables and that people can make mistakes. It happens. Unfortunately wood at those thicknesses takes years to dry and months and months to KD.
I hope that a lot of woodworkers see this not as an epoxy project but a life lesson or a vital lesson in how wood is constructed and need to be worked with.
Omg these two are so amazing. What a great, smart, understanding couple. They’re such good listeners and seem so friggin genuine. I was smiling the whole time they were talking.
You hit the trifecta here Cam. Everyone was amazing. Well done. And your customers were well chosen. As the saying goes, "you catch more flies with honey than vinegar".
Love your art by the way 👌
what a delightful couple. their trust and admiration for your craft is so evident, and after everything they’re still excited for their tables! it’s so nice to see how an unfortunate situation was handled with such grace from all parties.
Huge respect to this couple, and I have to agree with everything that they have said. I'm much the same way - if someone is honest with me and explains that there was something that happened at the 11th hour, I'm more than willing to go back to that person because of that honesty. It's refreshing to see this!
All three videos you released today were great. Hard to watch 😬 but displayed an incredible amount of transparency and integrity from the supplier, builder, and customer. Bravo!
This channel is awesome! Seeing behind the scenes to a degree and getting an understanding of what you're going through and how you're finding solutions and working with clients is really useful for folks that haven't had that experience yet.
I've been working the woodwork and carpentry trade for well over 30 years. Built completely on quality with integrity, 1st. It always pays off. But YOU SIR, are a Zen Master first!!!! I see you. And it shows in your product as well!! That is the aspect I'm focusing on myself these days. I am very patient with the wood and the clients, and with the tools (mostly). Now I'm learning to be patient with myself. The way you handle your Self in "carpentry" situations, displays an inner-environment condition that i aspire to. Thank you for sharing this whole ride with us all. Very encouraging for me.😎🙏
Your customer service relationship is brilliant
Masterclass in taking ownership right here. Bravo 👏👏
Communication, consideration, transparency, empathy, recording of the lessons learned, bolstering of reputation to quality, and a solid path forward.
100% the very best outcome you could ever ask for.
They have a great story to tell their dinner guests for years, when those tables finally get to them. Win win for being so calm and understanding too
Haha the guys accent is so clearly Dutch... Greetings from the Netherlands.
take's one to know one :) maar was ook mijn eerste gedachte
haha ja die man idd.
De vrouw zegt ja in het begin
Wow....your blessed to have such understanding customers.....if I had customers like that my life would be lot less stressful....I do have a couple that are really cool....but wow...great peoole...now build them a beautiful piece...thanks Cam for sharing all 3 sides of this story...really cool of you to do that..
If you want custom, near perfection is what your paying for. These customers understood that.
I really respect that you did this. It’s nice to see how you engage with your customers.
Your videos usually take us through a project from beginning to end. I’d like to see a “day at Blacktail Studio” in which you show us all how many projects you usually work on and the kind of “daily grind” you go through.
Great clients! So easy for people to get frustrated and they were absolute champs with this.
Huge respect to this customer. I wish them all the best in the rest of their life.
That's what impressed me the most. Your honesty. It's a rarity, and it's refreshing. I would stick with you because of that.
Love this. I had situations like this happen with me in the past (a mistake that made me had to start over), and I handled it the same way. The clients really appreciated it and are now repeat clients. Having the right approach and customer focus is the only way to go and will benefit your business in the longer term. Even if you might lose money on a specific project.
Thank you for sharing this series. It's wonderful to see how you handle such awkward conflicts professionally and with humility.
What makes a bad judgement call a mistake, is how you deal with it, and you dealt with it perfectly. Like the client said, it's all about your honesty and integrity.
Everyone makes mistakes. An honest person "OWNS" those mistakes and doesn't edit them out. You do great work and those folks are lucky to have you building their tables. Can't wait to see the finished product.
Thank you for being so open and willing to share all this information! I really appreciate you and your work and your honesty ! We need more people in the world like you!
this Triptyque, built fail + supplier reaction and customer reaction is amazing !! thanks a lot to share that ! I will buy a moister meter :)
What lovely customers. Would really enjoy more videos like this - nice hearing you (and the customers) sit down and just chat. Asking for a podcast might be a bit much but definitely would like to hear more from you in this sort of format Cam!
Wow I really appreciate you putting out there how the mistakes were made and how every body owned up to it. Also I like the way you and your supplier worked together to remedy the problem. Also the way you both handled the customer service shows your high level of integrity to your work and the your customers. Thank you and don't change for anyone.
Wow! I can’t believe how the customers handled that I would love if every customer in any kind of business was that patient and forgiving!
I get more referrals when I mess up but own up to my mistakes and fix then I do from all the people I never messed up with. I think this shows clients integrity which builds enormous trust
this couple just want a product your craftsmanship, made by your very own hand and that's why they are being so positive and not creeped out. They trusted you and willing to wait as long as the product is made by you. And that happened bcs from your half, you really wanted a high quality of product to give to your client.
Both side have delivered a good vibes
Wow.
First - lovely couple, just charming and considerate.
Second - Major props to how the situation was handled, with integrity, honesty, care and fairness.
Was fun to watch, and reminds you that even a well accomplished artist and a professional is just a human being, and we cannot do things perfect all the time.
But a person who takes responsibility and compensates and acts transparently - is someone you wanna do business with.
It was fun and touching to watch
Class act by all involved. The customers, Cam, and the wood supplier. Treat each other with respect. Be honest and open. Share bad news in a timely manner. Don't get pissed off at each other, and just figure out how to move forward.
So refreshing to see open honesty .. that continues to build the trust yr clients already had placed with you.
Kudos to you and yr clients for sharing this experience
Love the Uncut format along with the years of watching your original channel. Keep up the Amazing work Cam.
This was a fantastic video, well done. The customers were also wonderful and shows the importance of being an informed and patient customer and trusting your imtegrity as an artisan you will go above and beyond.
I wish my customers were as understanding as yours! They are incredible people and will be part of your story forever
I have watched you for ages and you explain so much which is such a help to us just learning. I feel your customers are so gracious and understanding. They would be great neighbors! I too have run into the wood that had wet spots and you just have to accept that it's part of the learning process for your supplier and the rest of us. You are a great craftsman and I do like the way you work with your customers and stay in touch with them so it's not all a surprise when they see it for the first time.
So great to watch! Even I learned some things from this video and I loved that they were so calm and respectful to you. They definitely are excited to see the end results and so am I! It’s funny because you could definitely hear that the man is Dutch due to his accent.
That was amazing to see how you handled that Cam and to see the response of your customers just show how you handled and the hole situation was amazing hats off to you Cam.
Wow.. thank you for being so understanding.. and allow the process to continue.. so lucky
What a great couple to be able to work with! It was nice to hear what they would have considered a "bad experience". I appreciate your sharing this interview, and letting me learn from your mistakes!
Congrats Cam. You are an amazing craftsman and business man. You played the whole thing like a pro and I only wish I could afford to work with you one day.
They are amazing people to be so understanding, and it's nice they see your integrity!!!
Rare, patient and understanding people. fair dues to them for just understanding and you for handling it so well, thanks for the lessons!
Awesome video!!! Your transparency never ceases to amaze me. I do a ton of epoxy work, some like what you do and some in the lathe area, but I gain so much perspective from your content all I can say is thanks. Just goes to show you, at 62 years old I’m still learning better ways. Thanks again.
You’re the man Cam! Really appreciate you putting this up and help by providing a great example of how to continue to provide great service through tough conversations with clients. Bravo my man!
@blacktailstudiouncut Cam, is this other account that reached out a scam? (see other reply)
What amazing clients! Of course, disappointment is bound to happen when you wait for so long but when you expect the absolute best, I'd like to think customers truly understand that perfection can be time consuming. Love this little interview!
Well done!! Not knowing your clients but knowing how you do business by watching a lot of your content, I didn’t expect them to react any differently than they did. Again, well done!!
What a great lesson for EVERY business. I know I've definitely been guilty of messing up and thinking "oh crap can I fix this in time before the client finds out!?" and then actually ended up making the situation worse when I could have just as easily said "hey, this thing outside of my control took place, here's what I'm doing in the meantime, would you like me to A, B, or C to make up for it?"...I think as small business owners we put so much of ourselves into the work we do and want so badly for the client to love it, that we are so afraid of disappointing someone, and I know for myself I can assume the worst possible reaction. This was really a good lesson in the right way to handle something, and getting the clients' answers about what the wrong way to handle it was too. What a great video. Special thanks to the customers for agreeing to come on.
Been a fan for awhile of your work, now im invested in these customers as well. I hope they are more than pleased in the end!
You are truly a class act!! I wish all builders and carpenters were so honest and thoughtful!! These are really awesome customers too!! They’re the kind of customers you deserve to have!!
My brothers own an hvac company and I’ve been helping them the last several years with office management/phones/dispatch. They too have so much integrity when it comes to admitting when they made a mistake, being transparent in communicating with our customers anytime parts are taking longer than expected, etc. I think I can safely say that the majority of our customers are going to stay with them for a lifetime and we can call the majority of them friends!! They know they can trust that y brothers won’t overcharge, they will always be honest and they’ll always do extremely high quality work they can trust!!
I’d love to learn woodworking from somebody as talented and wonderful as you are!!!
Cam
Excellent touch on a video nobody else would have done. Very professional sir.
Wish all customers were so understanding.
Chuck in Pa.
The honesty and transparency in this behind the scenes was amazing. So happy you showed us this along with the clients doing it too.
These are the kind of clients a maker wants, and Cam, this is the kind of service a customer wants. A personal bond between the two parties is much more valuable than the monetary considerations. One will build the other. These folks would be a dream to work for. I hope they enjoy the final product and when they get it I know they will enjoy it.
Man those people had to have been a dream to work with in this situation!
Thank you for sharing all this with us viewers
Now we need more videos with these clients. Interesting and intelligent people, with a great perspective on working with artisans/makers.
Wonderful people. You couldn't ask for better than that.
Everyone would applaud your honesty. Honesty is a premium. I'd pay for it. Well done.
This is great. The world needs more honesty, and the artistic process is a great metaphor. Well done dude.
Big brain man. This is so amazing, great insight into interaction with clients! My mind is blown everytime I see your videos and seeing you talk about super high end furniture!
I believe the word you were looking for is genuine. I feel you are a very genuine craftsman......mistakes from one help another not make those same mistakes or helps recognize the mistake. Fantastic interview . Please keep doing what you do.
You are transparent and open . They can see from start to problems exactly where the problem is .
Amazing clients, such class and understanding
Fantastic way of handling this - both on your side but certainly also on you wonderful customers part. And you are doing art! and perfection is not always a straight line.
Great clients! They seem like genuinely good people
Looking forward to following the next set being built. You have awesome clients and they have an awesome builder!
What this shows is the kind of professional you are.
It is great to see, and it is really all what being a pro is all about 🥰
Good people. Great clients ! Wonderful craftsman, vendor, and above all, good human !!
It's great that they're so patient and understanding, and willing to participate in all of this. You can tell they're really high caliber people!
They are both executives making well over 500k in their house. Buying a 30k table...lmfao
Worked retail for over 10 years and still working customer service.. these are the best type of customers ever that understand shit just happens. Good on all parties. Cam you da GOAT. 🐐🐐
These guys are amazing.... They wanted ur work bcoz it's good and bcoz you only want to give people the best possible finish.... You see how good you are, how great you are becoming and they are fine waiting for greatness. God bless you all
Thanks for sharing! I'm sure your clients would get even better set as a result . Wishing them all the best, and you too
I watched your "Do over" and this. Being honest really is the best way to go and wish others did the same. Kudos to you and Goby Walnut as well for their making it right.
I love the energy of that woman! Great interaction on basically every part lol
Your integrity is self evident. None of us is perfect but to acknowledge the mistake and take corrective action provides the best results. A fantastic quote I have been focused on recently is "Our success in life is largely dependent on our willingness to have difficult conversations" Thank you for being a good human. Many blessings.
Amazing reaction from both of you! I am happy for you and the understandment + appreciation they showed! I hope you get to make the guitar for your friend soon. :)
This was surprising a really great video, it’s funny I had a smile on my face the whole time, because the customers were both so incredibly understanding & that’s because of the way you handled the situation that they were so understanding. I’m a huge believer in communication with your customers at all times is the key to a good happy working relationship, even when you need to deliver bad news, it’s best to not hide it & you handled it perfectly, you were up front & honest with them, came up with solutions & options to try to rectify the issue & because of that, the customers had even more confidence in you, not only as a craftsman but as a person to. Man I wish I was in a position where I could order a piece of furniture from you, because every thing you make is not only furniture, it’s a masterpiece, a show piece of art & anyone that has one of your builds is truly lucky, you never know one day I’ll be in a position to order something from you & I’ll tell you what if that happens I’ll be one happy guy that’s for sure hahaha.
Anyway I’ve rambled for long enough, keep up the AMAZING work & I’m really looking forward to seeing the end results for this build 🤘❤️🤘 YIIEEEEEEEW
Man, how cool of these folks to go out of their way to be so transparent with you and the UA-cam community. While their response isn't inherently unique given the circumstance, it is rare. Only rare because so many people avoid just owning their mistakes, correcting the problem, and avoid hard problems for fear of failure. So in situations like this, often people just give up and refund the customer. When in all actuality, failing to make the custom product promised is a much bigger failure than delaying it. Also, good on you for being so honest, humble, and transparent. The World is short on people like you, and people like them. We could use more of that. Best of luck with the redesign, the new table will outlive all of us, but won't outlive your legacy of honest work. That my friend is worth more than any money or time.
Side note, I don't know what her career or life experience is, but if I were to guess based on her comments alone, it has had a lot to do with social awareness and the ability to see the problems from many perspectives. What a mature and interesting mind.
They both seem like extremely nice people
What an awesome couple! Very down-to-earth and not snooty. I want to be friends with them...they are my kind of people!
Regardless of what "happened", one of the greatest traits you can have if you screw up, is to let whoever hear it from you FIRST. Especially with "clients" who are paying. Most of us have experienced at one time or another people making excuses, which never works out well. You're awesome Cam, keep it up as your WORD is all you really have in the end...
Communication - as simple as that - good job everyone 👍
Great content. So much learned from just listening to customers reply to the way you handle your business and personal attitude. Great stuff. Thanks.
👍🎈
Mistakes are a part of life. It's not really about the mistake. It's how we all learn and grow from that mistake. Your clients were so gracious about this. Be thankful. Some aren't.
Cam,
Wonderful people like these customers are like finding a unicorn with a pot o gold! I am extremely pleased that you brought us this side of the video. Thank you for taking time to film, edit and post this video
Your biggest plus is you were honest with the customers and you are an awesome craftsman who will not just push through
Best customers ever. Hands down.
It's so refreshing to see people who take ownership with problems and then have solutions that satisfy all parties involved. Your work isn't just furniture, its art. Art takes time, if done correctly. I'm happy to see you have a customer that understands the situation and I'm very confident when their project is completed that will be very satisfied with the competed the table.
Your videos and informative and interesting.
You take responsibility for your own mistakes, that speaks volumes! More customers will value this in future 💖🏴
Very nice lighting on your side of the frame! As a professional post editor that also loves woodworking I appricate your video work as much as your handy work. This whole video series is an astute way of turning negative situation into a win. Keep up the good work!
I deeply appreciate the honesty! You sir a good man and that's why i have been watching you for nearly 2 years or so! much love to you from Blackpool UK 💙😁
I actually choked up at one point in this video having had an experience with a company that just walked away from their problem because the solution was too annoying for them and they had other things to do. Like your client said, if you would have walked away and said "I'm done" and abandoned the project, no amount of financial refund would have truly righted the wrong. We invest in ourselves on both sides of the experiance and now we are walking away wounded. Thanks for sharing and putting yourself out there. Integrity. Its being vulnerable.