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First off, I'd like to thank everyone for your overwhelming support of Hondacuraworld. I truly enjoy talking to all of you when you call and email, and I'll miss talking to you all as much when our website opens for business on Thursday (that doesn't mean you can't give me a ring!).
Here's the dilemma I'm faced with, and I'm hoping I can get a general consensus on this. I have something really good in the works, but I seem to have a problem. How do I offer a monthly accessories special without making people angry with me who have bought that part in the past? When I ran the tailgate deflector special, I had complaints from people that I had sold in November, two months prior. I have, of course, made my best attempt to satisfy all concerns to keep my customers happy.
So, basically, I need a fair way to to the monthly specials without causing ill will. I will take all opinions posted on this thread as a vote. Thanks for helping me out! |
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Hey, Tim.
Although I'd consider myself pro-consumer, and actually do customer satisfaction/retention consulting for a living, the reality of retail is that folks can't expect to get a special deal retroactively.
Any retailer who gives a retroactive discount due to a "sale" usually limits the retro to 30 days. Of course, that angers folks who were 31 days out -- you've always got people who "just miss it".
If your specials are driven by pricebreaks from AH/Acura, or from overstocks, then clearly those didn't exist prior to your special date. I think most rational consumers understand that.
Consumers often feel "cheated" when the product they buy is reduced in price days after they bought it -- I actually just bought a Pocket PC from outpost.com, and within a week they were selling it for $50 less. They don't have price protection, but did give me a store credit when I asked -- I thought that was a decent comprimise.
Food for thought...unfortunately, there is no 1 answer that'll make everyone happy.
Keep up the good work. |
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Hey Tim,
First, keep up the good work. Even if you can't make everyone happy, you've certainly brought smiles to a number of our faces. Our MDX is much happier with its new shift knob, cargo net and cover, all obtained through you.
How about a 30-day price refund guarantee? In other words, if your next month's special discounts a part I bought last month by 30 bucks, I call you, and you credit the difference. It would set a reasonable time limit, and I bet a lot of people wouldn't even end up getting around to noticing the price difference and actually calling to get the difference credited. On the other hand, those who had JUST bought what you're discounting might sleep a little better.
Your prices are already reasonable (given the rampant gouging) and no one has a legitimate cause to gripe, whatever you decide. Thanks again.
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| I swear, Worm's post wasn't there when I wrote my response! I guess great minds think alike... |
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Tim. I'm not sure there is anything you can do about it other then handle the complaints on an individual basis and I don’t think you want to do that. I was an executive in the retail field for 16 years and "specials" and "discounts" was a weekly occurrence. This past Monday (Presidents Day) for example was usually a big promotion day. 10% off the entire store or something, that day only but not on Tuesday. It is nice that this is a concern for you but if I miss a special or I choose not to go for it at this time and have to pay more later, that my problem. One thing I did learned in my retail years was the “customer” was always right!
Good Luck.
GG Base (Due April)
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Tim,
First, what is your business model. If the pricing specials you offer primarily reflect internal economics, i.e. the overstocks or price breaks from Honda, then say "quantities are limited." If you are offering specials to create good will and interest in your site then consider pre-publishing on a quarterly or semi-annual basis what each upcoming month's special will be. No matter what you do, not everyone will be satisfied. Either of the above or the 30-day price protection others have suggested should reduce customer dissatisfaction. You are providing a valuable service to people in this forum and people should not "look a gift horse in the mouth." |
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TIM: I agree with all of the above. Too bad if you miss a special. I'm waiting for a rear deflector from you as we speak. I know I missed the recent special on these, but no way would I expect sale price. Besides, you did mention that you were "overstocked" at the time. We appreciate your good work, Tim.
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Tim: The people have spoken. I agree with "the people."
You have offered such GREAT deals from the beginning, how could anyone complain.
You have the LOWEST PRICES for MDX accessories on the internet, hands down!
Keep up the good work & customer service.
The members of this forum greatly appreciate it.
:D |
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I like the idea of pre announcing the monthly specials at least 60 days in advance. My opinion is that if you can wait for it then you get a special. IF not deal with the price of the day. The 60 day window would at least give you some hope that what you see you will get. So may you can announce a special while at the same time letting people know what the next month special would be. I say no to the discount for previous purchases. Tough luck.
BTW most of the folks that have bought their MDX know all about waiting :-).
Also: Where are on the Forums are you placing the specials?
Chris |
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Whoops...for anyone who read my last post...I didn't read Tim's question properly...duhhh...edit .
My (Nordstrom influenced) vote is:
People who paid your retail price within thirty days prior to the current special, and claimed DURING the current special, should be given a store credit (not cash) applied to their next purchase. I would not refund cash...but credit the next or any future item appropriately. I would make this credit good for 60 days. This means they could also pay retail for something other item and use the credit.
**You don't want to offer a sale on the previous month's hottest item. :)
Have you considered "package deals" with more than one item?
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Well, my cargo tray just arrived from Tim this morning, installed it and carried a pile of snowy sleds and kids out to the hill & back (no, I didn't put the kids on the tray, they were wet enough though). The tray's a custom fit, and *will* fold up in a pinch. Mud flaps and locks on the way...
Tim's doing us all the acuramdx.orgers a great service with these deals - heck DMor is going to build her whole MDX by buying stuff from Tim (Let us know when the monthly special on that VTEC engine will be!). The 30 day price guarantee seems completely reasonable, and the fact that Tim is going to the users to help with his business plan is pretty extraordinary!
So you can send any complains from your customers to this thread, we'll handle them.
And thanks for the great service!
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Hey Ghost...I am really glad you said something about your Cargo Tray. I forgot about this month's special and would have missed it. Three things...WOW! I just emailed Tim. When you said the tray folds, did you mean it scrunches for temp use of the 3rd set of seats? Thanks :) **tripping over boxes**
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Tim
Hopping that you are reading this thread I wish you could give us a hand in finding some good Body Side Moldings for a fair price . Like most of us, I think that U$200 is excessive. |
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| the cargo tray does fold quite easily when you put the 3rd row up. It is quite pliable. |
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Yup, in fact the cargo tray is shipped rolled up, maybe 12" diameter. So for a quick fix you can roll it from the front of the car and just flip up the 3rd row of seats. For longer term, I've got a set of bungee cords stashed in the back compartments (don't we all) to help it stay put.
The other nice thing is that it has cutouts for the 4 tie downs on the floor, so they don't get buried. I'm glad I picked this up - the Outback I've had for over a year now has its own custom weather mat in back, and the carpet beneath it is still like new.
Glad you got a chance to pick up on Tim's offer, DMor, time was runnin' short... I think you flipped me into the side-step camp, maybe we should talk to Tim about commissions. |
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I just happened to check out this thread before I put my little boy to sleep (he's almost a year old, and is the apple of daddy's eye), and I happened to check out the posts.....wow! Thanks everyone for the words of support and encouragement!
So, thanks to the support and suggestions of everyone here (the people that really matter), here is my policy on the monthly specials:
1. Monthly discount packages will be offered to members of this site only and will be offered only on telephone placed orders (I can't get the website to do anything jazzy yet). If orders for the part on special are placed via the website, the regular price will apply. This gives the members here an exclusive edge.
2. I will offer an "in-house" credit of the difference between the sale price and their purchase price as long as the purchase was made no more than 30 days prior to the sale special, requests must be made via email to me by that date (this works well if things fall on a weekend).
3. Announcements for the next month special will be made approximately 2 weeks in advance and will be available on the 1st of the month.
So, now, what are we doing for March? To celebrate the birth of http://www.hondacuraworld.com we will have TWO specials. First, I will extend the protection package special through the end of March, AND.....Fender Flares! My original price, $520, now $475 through the end of March. Remember, you have to call me to get them, the website can only register non-sale prices.
Just FYI, I won't be, well, ever be able to discount steps, boards, or hitch packages. The shipping charges are a killer.
Once again, thanks for your continued support, and look forward to hearing from all of you!
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Hey Tim
Uhhhh....How BIG is the box for the fender flares? :D j/k |
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KK stands for...
Kopy Kat
Worm...Touché! :)
Great web site, Tim. Keep the good stuff coming--the new policy sounds great.
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| Hope I'm not sounding stupid, but what's in the "Protection Package", Rubber Floormats and the Cargo Mat/Tray? |
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| Not at all....the protection package consists of cargo tray, wheel locks, and rear splash guards, all for $145. My regular price on all three is $180.70, so it's like getting the wheel locks for free, along with a couple of turns on the gumball machine :D |
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Tim,
Can you post a side shot pic of fender flares installed on a SS color?(if you have any from installations done at your service dept.) I'm undecided if they will look ok on silver. |
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| Tim I need the wheel locks and cargo liner but not the mudflaps (I already got 'em). Any 'special' without the mudflaps or is it only for all three? [ I don't wanna be a jerk, just asking]. Keep up the great work!!!! |
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Honestly, we've only done two set of flares here, one on SS, and one on MB, but I don't have photos of either, shame on me.....as dumb as this may sound, you can use photoshop to take a picture of your MDX and add fender flares to it from a photo in the gallery, at least that'll give you a better idea of what it will look like.
As for the protection package, the deal is actually with AHM, and I order them to get a group discount. Honestly, it'd be best for you here to find someone who needs flaps, and split the cost, so you both save.
Happy MDXing! |
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| Great website Tim !!!!!!!!!!!!!!!!!!!!!! |
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| Does anyone know if it is difficult (for a non-auto mechanic) to install the fender flares? |
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Hey Tim:
Thanks for the quick shipment on the 2 sets of sidesteps & mud flaps.
Junson- |
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Tim:
Will you be carrying another set of 17" wheels in the near future for the MDX? |
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Well, for me at least, trying to carry aftermarket stuff is difficult for two reasons. First, I have to put my name behind it, meaning that it has to be a known good tested product, and secondly, I have to be able to handle any potential warranty on the part.
But, what I will do is pass along the name of a friend that I have dealt with in the past and has excellent quality aftermarket wheels, does quite a bit for Jaguar, Mercedes, and Acura. His name is Adam, and he is with a company called Floristar, phone 1-800-STAR-050, and I'm sure he'd send you some free catalogs, he carries nothing but the best and at the best price. Be sure to tell him that Tim from Ray Laks Acura sent you.
If anyone's interested, I can get your OEM wheels chromed, by a company in Fresno that I've dealt with many many times, they do an excellent job, and the chroming even holds up in Buffalo winters! They come with a 4 year guarantee, the problem is that they won't deal with the general public, only dealers (like me). They are done on an exchange basis, price for 4 somewhere around $1200. If there's any interest I'll see what I can do to set up the logistics of the operation. |
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Tim,
I just joined this board (and just placed a website order with you earlier this evening), so pardon me if I'm asking a question with an obvious answer, but are you announcing your monthly specials on this thread? |
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Well, that's the tentative plan, at least for now. But, in a month, things may change, but if they do I'll be sure to let everyone know.
Welcome aboard! |
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Tim,
The new site is looking good - it will be great when it's done.
KOT! |
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Tim,
I checked out your website and clicked the link to monthly specials, but saw none. Although your prices look cheaper than others, I still wonder if it's worth $100 for a cargo tray or $150 for a cargo liner.
Any thoughts (to everyone, not just Time).
Thanks.
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Reason I have no monthly specials on the website is that I want to keep the special deals an exclusive for the members of acuramdx.org, it may add a bit of traffic to this site and it serves as a "thank you" for all of your support. Now, since I'm an official advertiser here, I can ask Daniel to make a post in a couple of days with my upcoming special for April, which I will announce on Monday May 19th. Don't know what it's going to be yet.
Membership has it's priviledges :D |
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Tim,
Thanks for the info. So if I purchase on your website, how do I know when I get a discount as a member of acuramdx.org?
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quote:
Originally posted by hondacuraworld
Reason I have no monthly specials on the website is that I want to keep the special deals an exclusive for the members of acuramdx.org, it may add a bit of traffic to this site and it serves as a "thank you" for all of your support. Now, since I'm an official advertiser here, I can ask Daniel to make a post in a couple of days with my upcoming special for April, which I will announce on Monday May 19th. Don't know what it's going to be yet.
Membership has it's priviledges :D
Tim:
Thanx for taking care of the http://www.acuramdx.org members!
You are truly one of the FAMILY !
:D |
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quote:
Originally posted by hondacuraworld
Reason I have no monthly specials on the website is that I want to keep the special deals an exclusive for the members of acuramdx.org, it may add a bit of traffic to this site and it serves as a "thank you" for all of your support. Now, since I'm an official advertiser here, I can ask Daniel to make a post in a couple of days with my upcoming special for April, which I will announce on Monday May 19th. Don't know what it's going to be yet.
Membership has it's priviledges :D
I know alot of us are do it yourselfers, just wondering what kind of deal you can get us on Oil filters with the washer & Air filters? |
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Well, let's see....
mdx_vegas: The only added discounts for acuramdx.org people are the monthly discounted specials, which for now at least you have to call me on or send me an email. I haven't gone into doing anything sophisticated with the website as for specific member discounts yet, I'm still in the "perfecting" stage.
A4L: Thanks for the vote of confidence, you're the man! I look forward to meeting you at a tri-state event....picture it, a dozen MDXs rolling in tandem in search of MLs to terrorize....
hcmdx: Okay, how's this? Oil filters carry a list price of $5.97, I can sell them for $4.65 each, if you buy at least six, and I'll throw the washers in. Air filters for MDX list at $18.65, my best is $14.55, no minimum, and shipped free as always. |
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| For some reason I am unable to access the website on either my home or work computer. Does someone have an 800 number or regular number for Tim at Acura-Honda World? Thanks. |
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Tim's at (716) 826-4109 or email Hondacuraworld@aol.com
There's a flash animation on the site...maybe that's the problem. Do u have the flash plugin? Are u using v5 of netscape or ie?
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