Now I’m all about customer service and anyone who has been on the “other end of bad customer service” can attest personally to the frustration when a reputable company gives you, their faithful customer, the corporate “run-around” or the standard line, “It’s Not Our Fault.” Well, it just so happens, we at Cajun Custom Rods have recently experienced a similar situation. Within the last ten days, Cajun Custom Rods shipped six custom-made fishing rods using the UPS shipping service … all rods were shipped via ground transportation. Of those six rods, only four made it to their ultimate destination unscathed. In fact, we had two rods damaged with one being broken in two (and one of the damaged rods was lost twice and delivered almost a full 10 days after the original delivery date). Talk about getting the run-around? So, let me provide you, our devoted Cajun Custom Rod customers some more detail on the situation.
Jayhawk Boxes, Inc. manufactures Cajun Custom Rod shipping containers; these containers are fabricated and designed especially for shipping our custom rods … so that they arrive unscathed and in one piece to our customers. Until recently, we’ve never had an incident. The boxes themselves are telescoping to ensure a “perfect fit” regardless of the custom rod length that is being shipped (and generally speaking, approximately 2/3 of the rod length is double-layered in the corrugated box due to the unique box design). Additionally, our rods are double wrapped in micro-bubble wrap and placed into a Weezer Rod Sock (500-count polar fleece). Ends of the rod are cushioned with additional micro-bubble wrap and cork handles are shrink-wrapped to further protect the fishing rods while in shipment status. The bottom-line, we have gone to great lengths to ensure that your Cajun Custom Rod arrives to you, our faithful customers, in the same pristine condition that it leaves our facility. In fact, the resources expended on each custom fishing rod’s packaging are greater than the expense to ship that same rod via ground delivery. In our minds, you took your time to build the perfect custom fishing rod and we owe it you to ensure the rod arrives the same way … flawless.
After the breakages were reported, we immediately began “rebuilds” of the two rods … one rod was broken and one rod was “scored” between rod guides. No matter who’s fault (or possibly no fault at all), like our warranty states ever so clearly, “if it ain’t right, we fix it and make it right so that you are 100% Satisfaction Guaranteed with your Cajun Custom Rod!”
That stated, at Cajun Custom Rods we realize that not unlike you, “we understand that we have options.” Effective immediately, Cajun Custom Rods has “officially” changed shipping companies from UPS to FEDEX. Our web development team (Anologix, Inc. with Dimension Concepts, Inc.) is in the final stages of updating our website “API” to make the requisite Internet application change. However, while the developers work their programming magic over the next few days, we’ve already coordinated with FEDEX to ensure we’re able to ship with them ASAP … read as: we’re shipping via FEDEX right now. As the President and owner of Cajun Custom Rods, I cannot in good faith and trust continue with a company that has such disregard for its customers and product handling – therefore, the change to FEDEX immediately. We’ve never had this issue with UPS in the past and have been shipping with them for some time now. That stated, we have also taken a few steps to further “harden” our shipping containers … better safe than sorry.
Our feelings here at Cajun Custom Rods is that if a challenge presents itself and goes without check, then you (or in this case, we … CCR) are a contributor to the UNSAT condition. Yes, I am that critical of our company … its this feeling and passion that will only make us better and more valuable to our customers as we continue to further establish long-term relationships and good standing with you. Ultimately, the opportunity cost to our customers (whether in time, heartache, or perception) is not worth the risk.
While the FEDEX application is being added to our website, select the appropriate shipping method using the current distributor. Cajun Custom Rods will ship your rod via FEDEX via the same mode of delivery that you select, and we’ll cover any price difference during the changeover period. Once the change is finalized, then its business as usual … just better service all-around. Like my grandfather said, “We all make mistakes at some point, but how you handle that mistake is what counts.” Well, at CCR, we like to think that any mistake is one too much … so we’ve taken measures we feel necessary to correct the deficiency and put those measures into effect.
If you haven’t read or heard it from me yet, then you need to know this simple truth: Cajun Custom Rods would not exist, we would not be the success that we’ve been to date, and we would not continue to be successful in our endeavors if it were not for the continued, faithful support of YOU, our devoted customers. Loyalty is easily lost and hard earned, so thank you for your continued trust … we’ll never let you down.
- Jaesen V. Yerger, President, Cajun Custom Rods, Inc.
