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John Donewar
(Newton) - MLife

Locale: Southeastern Louisiana
Re: Re: Delays on 04/24/2014 12:59:11 MDT Print View

+1 to what Matthew said.

Party On,

Newton ;-)

Robb Watts
(rwatts) - M

Locale: Western PA
Happy customer on 04/24/2014 13:01:14 MDT Print View

Lawson,

I've bought stuff from you on several occasions and have never had a problem. You sell nice stuff at a decent price and I'll continue to support you.
Good luck with the new baby (kids are the coolest thing most of us will ever want or need to do). And ignore Dave, he just likes to be contrary.

Dave U
(FamilyGuy) - F

Locale: Rockies
Re: Delays on 04/24/2014 13:19:45 MDT Print View

Lawson, obviously I had no idea. Of course, neither did those who ordered from you.

Best to your family. Everything will work out.

With respect to who I am, I am a responsible father and business owner. The two are not mutually exclusive.

Eric Osburn
(osb40000) - MLife
Lawson on 04/24/2014 13:39:25 MDT Print View

Congrats on the baby, my son had complications at birth as well so I fully understand the time, energy and emotional commitment that must be given in that kind of situation.

I've only had an order or two from you but they were both fulfilled properly with great service.

As I mentioned before, from a strictly business standpoint it makes sense as a one man show to give your customers a heads up so that confusion like this isn't a problem. Obviously in the heat of the moment isn't the best time to be drafting an email to customers so writing something in advance letting them know of the situation and the expected delays in correspondence and in service will help your customers to be more patient and understanding. A simple banner at the top of the screen on your homepage and an email out to past customers would be plenty.

Again, thank you for your great service and congrats on the baby! I hope baby and mother regain strength and are happy and healthy.

Daryl Daryl
(lyrad1) - MLife

Locale: Pacific Northwest, USA, Earth
Re: Delays on 04/24/2014 14:14:47 MDT Print View

Lawson,

Circumstances were different but I've been in similar "overwhelmed" situations. It felt just awful at the time! Didn't know when I'd get a chance to address my untied shoe let alone read or answer e-mails.

Hang in there. This too will pass.



Daryl

Tyler Miller
(FightingTheTide) - F - M

Locale: Southeast
Re: Re: Delays on 04/24/2014 14:24:39 MDT Print View

I'm really sorry if this caused you any grief. I didn't mean for this to turn into anything other than to make sure you were still active since it was my first order from you.

My condolences.

Dave T
(DaveT) - F
cottage on 04/24/2014 14:40:42 MDT Print View

"...responsible father and business owner. The two are not mutually exclusive."


Agreed.

We all cut cottage manufacturers and suppliers a TON of slack - I mean, some people loaned Big Sky money for 1.5 years with nary a product in sight, and still half defend them. We are happy to wait for quality products.

But even a tiny amount of communication goes a long way. If you can't email back shipping times, at least post a note about shipping delays on the web site, so there is full disclosure to purchasers. That takes no time, and is the (minimum) fair way to treat customers. To do otherwise is disingenuous.

J R
(JRinGeorgia) - F
congrats on 04/24/2014 15:12:13 MDT Print View

Lawson, congratulation -- sounds like you had some tough moments, and maybe not completely out of the woods yet but hopefully things are looking up. Focus on what's important and take care of your family. If that means you have a slight delay in dealing with your customers that's just the way it is, most will accept that and if any do not that is beyond your control. Keep up the good work, and best to you, your wife, and your new bundle of joy.

Lawson Kline
(Mountainfitter) - M

Locale: LawsonEquipment.com
pre-planning on 04/24/2014 16:49:29 MDT Print View

Dave T. Really.... To compare me to Big Sky is nothing more than a slap in the face. Have you ever ordered from me before? If so, are you waiting on an order? If not are you waiting on an email to be returned? If not, then whats your problem??

I just checked and the only Dave T that has ever ordered from me has placed a total of 7 orders over the last 3 years and one order a little more than a month ago. So I doubt this is you??

As far as posting a note on my website. I have one and its been there for the entire month of April. Way before all this happened and I have been returning emails to CUSTOMERS as fast as possible and filling them in. So far every customer I have talked to has been very understanding and supportive and I only have about 10 more emails to respond to before I am caught up and all orders placed before 4/22 have been shipped.

I really wish I could of pre-planned for this but its hard to pre-plan for an unexpected medical condition and a baby that comes early. Especially when both things warrant immediate attention. So while I would of liked to send an email to the whole world during the whole ordeal, I thought it was more important to get orders out the door, plus who really wants to publicize their troubles? Surely not me..

Again I say BIG SKY.. REALLY???

Dave T
(DaveT) - F
big sky on 04/24/2014 17:05:14 MDT Print View

I think you need to take a breath. Where did I compare your business directly with Big Sky? I made a general statement about cottage manufacturers and how we all are happy to give the tons of slack, even in egregious cases like Big Sky. That is solely a comment on how accomodating and supportive we all are of cottage manufacturers at large, not a comment about your specific business.

However, somehow thinking that only folks who have ordered from you can comment on your business practices is not correct. And getting wound up about it and getting personal about it (whether to Dave U. or me) doesn't shine a good light on your approach to the business and to your potential or actual customers.

Bottom line is that you had something really important get in the way of fulfilling orders, there was an apparent lack of communication, and via this thread at least some of the folks know now and are obviously understanding (which was my point about "tons of slack").

Proceed.

Valerie E
(Wildtowner) - M

Locale: Grand Canyon State
Re: Delays on 04/24/2014 18:57:49 MDT Print View

Lawson,

What a difficult ordeal for you, your wife, and your brand new daughter! (And congratulations to all of you!)

Things WILL get better, and before you know it, you'll be one of those families I see out on the trail: the guy with a HUGE pack; the woman with the baby-carrier backpack; and the cute smiling baby watching the world go by from the safety of mom's shoulders!

:^)

Lawson Kline
(Mountainfitter) - M

Locale: LawsonEquipment.com
Advice on 04/24/2014 21:35:12 MDT Print View

Dave T.. You compared me to Big Sky. You used them as an example and then ended your first post by basically saying I was being disingenuous. As far as taking your comments personal. Its pretty hard not too since they were directed at me personally.. As far as business advice goes. If you have never done business with me then how is it possible to have an opinion of how I do business? By this small snapshot of the last three weeks?? How about the previous 5 years? How about a normal week were orders are shipped the same day and arrive a few days later...

I have one customer that has ordered from me 17 times. I have over 10 customers that have ordered from me 15 times or more. I have over 100 customers that have ordered from me 10 times or more and over 1,000 customers that have ordered from me more than 5 times.. If I did such a bad job all the time then why would these people keep coming back? I am not saying that my customer service is perfect, because its not. I want to add a phone number to my website with someone to answer it. I want that same person to answer all my emails and I want to hire 5-10 people so I can manufacture all the products I have designed over the years. And I am working hard to do this.

So while I am the first to agree the last few weeks have not been ideal and that I feel bad that my problems became my customers problems, this hiccup has no way shape or form effected you or Dave U.

To everyone else.. Thanks for your blessings, best wishes, patience and your business and support over the years : )

BJ Clark
(bj.clark) - MLife

Locale: Colorado
Order on 04/24/2014 23:00:37 MDT Print View

Lawson,
And soon you will be getting my first order. How soon will I need it? When you are able to get to it!
BJ

Dave T
(DaveT) - F
hmmm. on 04/24/2014 23:02:50 MDT Print View

You will always find what you want in words. But I'd ask that you read them again. The Big Sky reference is, was, and still is only a reference to how much we all support cottage manufacturers on BPL.

Regardless, you've been through a lot and folks are totally cool with that. Especially if they know that there will be a delay based on real life getting in the way of business.

You are focusing on me. You should focus on your customer comments. When (apprently really nice and cool folks like) Jolly Green Giant wait an extended (apparently unsatisfactory) time for stuff and aren't happy about it, I'd think about that. This is not the first time folks have had a problem with your business, raising to the level of questions on this forum. If you want to go after individuals, that's your call. I'd suggest it's not the best approach for a business. But I know (now) you have lots going on, and my ONLY point was that an ounce of communication is worth a pound of "what's going on with lawson? i put an order in eight days ago and haven't heard anything."

Edited by DaveT on 04/25/2014 00:02:55 MDT.

christopher smead
(hamsterfish) - MLife

Locale: hamsterfish
Congrats! on 04/25/2014 00:38:29 MDT Print View

NICU and pre eclampsia put every guys worst fears right in front of them.
I went through the same thing and have never been more scared, grateful and sleep deprived.

Congrats man. Glad it ended well. Get some rest, enjoy your family, and I'm sure I speak for many here when I say we'll keep ordering cool stuff from your site. ;)

Dave Grey
(dapperdave) - F
Congrats on 04/25/2014 04:13:31 MDT Print View

Lawson,

Congratulations on the new arrival, and sympathy for the difficulties.

Being UK based, I've never ordered from you, but I think anyone who has taken any notice of your activity on the forums will know yo to be level-headed, helpful and customer-focused.

All my best wishes,

Dave

Ryan Smith
(ViolentGreen) - M

Locale: Southeast
Re: Congrats on 04/25/2014 05:28:07 MDT Print View

Congrats on the new baby Lawson! I hope everything turns out well for baby and Mama.

Ryan

Art Tyszka
(arttyszka) - MLife

Locale: Minnesota
Happy customer on 04/25/2014 09:44:15 MDT Print View

I've ordered from Lawson on several occasions and have always been extremely happy with the service, communication, and most of all the end product.