Personally, I've given up on them.
Last edited by The_Shooman (2008-06-13 14:14:56)
Last edited by flannel (2008-06-13 14:07:35)
Thanks flannel.
It wasn't any single thing but their track record of errors on more than half my MTO orders over several years was too discouraging. And it wasn't just the London store. Leather Soul provides excellent service but the factory's MTO error rate was no better.
For example, the catalog shows a toe medallion on the Sussex slip-on. I ordered a pair that arrived with a plain toe. The factory's excuse was that a plain toe was standard (Leather Soul didn't know that either). Then they think you should spend $100 to return the shoes and wait five more months while they make another pair, earning interest on your money all the while.
No mas.
Actually, the description of your mishaps led me to a reflection on British enterprise in general (sort of a professional deviation) - how so many good designs, so many beautiful, elegant, functional products were destroyed by a resistance (one almost has to think constitutional) to predictable, repeatable, industrialized process. Triumph, Aston Martin, the Aga stove, EG. You name it.
In the areas we all love here, think of how the Italians managed to create an empire around the development, industrialization and marketing of their textiles: one has to wonder whether they really are better than their English counterparts (the answer from many, WIll included, would be 'hell no!'). Yet, here we stand: the Italian textile industry victorious; the British one a niche afterthought (in terms of mass market numbers). Is it by design? I doubt it, and surmise it is more a product of the inability/unwillingness to rethink the supply chain and production process. We might be the fortunate beneficiaries of this unintended niche startegy (and yes, even as an Italian, I mostly favor British cloth), yet have to ask ourselves if it really is luck, when that same strategic model might deliver our beloved producers into extinction.
BTW, this is proposed mournfully and by no means intended to be condescending or offensive to our British friends here... if it does indeed come across as such, accept the apologies of a management consultant 'doing hard time' on a Saturday afternoon.
Last edited by flannel (2008-06-14 12:13:52)
Part of the problem is the English approach to business is very lax. It is hard to move English people. Some of them are more with-it than others but in general they make a lot of mistakes. I find them a lot more honest than Americans, a lot more interesting and as slow as molasses with mistakes. You cant have everything. But it does cloy the American character, that you could pay money then have to wait and then get the wrong items. Maybe it's just a difference of mindset because the English do seem to get things done, even though they appear to be doing nothing.
Last edited by tteplitzmd (2008-06-14 12:52:21)
Last edited by Godspeed (2008-06-14 14:04:08)
After thinking about it for a while, I think the main problem may be related to a consumer's perception of what they're buying. When people have money, they naturally want to maximize their money's purchasing power so instead of looking for value in quality, an American customer may find more value in quantity and how fast they get their product. Go into any average household and you'll find that there's a big tv in every room, a computer for every person, a car for every driver, etc. So a lack of money isn't the main issue in that Americans typically find more value in more stuff as opposed to finding value in better stuff. A person would have little problem spending $1000 on shoes, so long as they get 25 pairs of shoes for that money instead of say 3 pairs of shoes even though the 3 pairs of shoes look better, wear better, last longer, and aren't made by 11 year old kids in Vietnam.
Mr. Flannel describes EG as having "eccentricities." Rather, it is simply poor management and poor customer service. It is not complicated. Only a fool would put up with this when there are other fish in the sea.
I was, of course, euphemizing.
Another interesting area of inquiry is: some do put up with it. Why?
1. Cipolla provides a viable answer
http://www.cantrip.org/stupidity.html
2. I suspect, however, that the unpredictability of the process is not only acceptable but even desirable to many who confuse made-to-order production, which is industrial, with bespoke manufacturing, which, by definition, is not.
As for myself, while my illustrious fellow countryman's theory of stupidity is frightfully broad and powerful (hence, I could well be a cretin anyway), I tend to have little patience even with the 'charming' unpredictability of true artisans, which most of their customers do find endearing. I once told a famous tailor that the suit they made for me looked like crap on me (apertis verbis) - which predictably did not propitiate a friendly collaboration thereafter.
Last edited by flannel (2008-06-15 11:22:01)
This is a wonderful hidden gem of a thread. Thanks for bumping this Tony. Very interesting dialogue.