I just returned from a confernce on Knowlege Sharing Initiatives were I sat next to a fellow who worked for Black and Decker.
Apparently B&D has owned Dewalt for 25 years before they decided to aggressively market the product. They then redesigned the tools and packaged them in yellow.
I mentioned the quality complaints about some of the tools, switches etc. and that I felt that the company could learn a lot to improve their tools and build a better relationship (maybe more loyalty) with consumers.
I gave as an example complaints about bad switches on some of the saws. Why couldn’t one of their engineers enter into a dialogue about the problem and solve the problems out in public. You know, be accountable to their customers.
My suggestion was considered naive. B&D does monitor the boards, (Fine Woodworking was mentioned) but they only read and they do not participate. A leading academic in Knowledge Management sitting with us, said “discussion boards” and rolled his eyes, and the B&D guy nodded in agreement. I was told that they get more than enough feedback from the 1-800 support number.
I’ve called the 1-800 support number in the past and all I’ve gotten was an operator with a bunch of manuals who knows nothing about the tools.
If B&D act as voyeurs at our site, who else is doing it, and who will be the first to identify themselves and join the community with their users. You know, in the long run it will probably have a positive effect on the ROI.
Paul
Replies
Interesting situation. Let's look at the possible downsides for B&D. 1. The Marketing Research Dept has to learn how to use a computer, and how to intelligently communicate with consumers, rather than simply stating grandly that THEY know exactly what is best for the customers. 2. Suppose a B&D employee does answer on-line. Now you have a semi-official communication from the company. Suppose further that in the course of a benign conversation he/she admits that they know the switch (or collet or fence or etc) is defective or poorly designed, and someone who has been injured as a result of one of those tools sees the 'admission of guilt'. Can you spell law suit?
You would think, however, that they could devise some way to participate in the forums. After all, don't they want direct feedback, both positive and negative, from the actual tool users, the professionals who make their living with the tools? Oops, I forgot we were talking about B&D. Professionals don;t use their tools.
Edited 3/29/2002 7:41:27 PM ET by ELCID72
B&D Doesn't need to participate in discussions to get useful feedback. All they need to do is lurk and listen.
Ken
All Black and Decker needs to do is stick to making toaster ovens and curling irons. 918 Contracting - Residential Construction
Mike: Sorry I used your name to add to this mess, but I have yet to figure out how to do otherwise.
Concerning B&D: You are run by a bunch of turkeys. If an engineer or technogeek were running your company, instead of a marketing slime or accounting weenie, you'd realize that an outstanding product would sell itself. You'd need no marketing. Look what these guys say about your quality. Look what you have to overcome to sell your miserable products. You really screwed up BIG time a few years ago. But I'm not surprised - you don't have anyone who remembers the outstanding 1/2' electric drill my GRANDFATHER bought in the thirties, willed to my father in the fifties, who willed it to my brother in law in 1980, who STILL uses it! It was big; it was heavy, it was tough; it had torque out the ears. Wouldn't it have been great to capitalize on that tool and run an advertizing campaign based on "This IS the electric drill your grandpappy used!" Who did Chrysler go to in order to save themselves? An engineer named Iacocca. Whatever you think of their cars, improved quality saved them. High quality doesn't cost, it saves! It also sells. Just so you understand, I post under my REAL name. Always thought if you were going to write a scurilous letter, you should sign it.
Warm regards. (Strong letter to follow.)
Don Reinhard
Okay, liablility is a risk, but is it not a managable risk? What is the potential liability cost compared to the goodwill they will build, which will be reflected ultimately in stock price - good for senior management.
Do you think we can try harder to scare B&D and the other companies away from participating.
Anyway, its not just B&D. I had a Bosch Recip. saw in for repair - a bent blade holder. After it was "repaired" it wouldn't take any of my blades. The service genius told me my blades were to thick and that is why it broke in the first place. When I insisted he treated me like a pain in the ass (he was right about that).
I had to call Bosch H.O. in Toronto twice. They eventually contacted the US Office who admitted that the replacement part was known to defective. Except they didn't tell the Canadian subsidary or any of the authorized service shops.
I only found out what happened after my third call to Toronto. They promised to call me back but they never got around to it.
Let the companies participate and share information. Everyone will benefit.
Sorry for the rant...
Paul
You're apologizing for that "rant"? Why would anyone feel sorry for telling the truth?, or having an opinion?
Are you a Canadian or are you just acting like one?
Alan Jones
Actually dual. I've got the American sense of outrage and the Canadian (or maybe Catholic) sense of guilt.
Hey!, I believe most of us in this world could use a little guilt. Gee, I was never beat up or beat into submission...My parents did instill a sense of decencey in me that made me feel guilty whenever I did something wrong. I do have a problem with guilt dthat is overpowering, consuming and destructive. Alan Jones
Don,
No problemo. When posting look at the top of the message you are writing. It'll say "from" and "to". Just change the "to" line to address it to All or whomever.
I absolutely agree on quality selling itself. I rarely see Milwaukee or Hilti advertising. Wonder why? 918 Contracting - Residential Construction