Looking for a company to make Family Tartan Fabric

[Priest]

Yes, I sent a request to Marton Mills and waiting for them to reply. Still open to other options though.

He already said back in
post 32 that he will probably go with Marton Mills.

[Barb T]

We need to move on this. As in, how can we find out quickly if DC Dalgliesh is interested in weaving a double-wide order of primarily brown tartan in 13 ounce cloth, in a quantity of approximately 30 yards?. "Quickly" means with a week, maybe ten days.

I've been staying out of this, but, honestly, I read this exactly as Nick did. I hadn't seen this actual text up until now, Alan, but it absolutely reads to me like you were asking if the tartan could be woven in a week to 10 days. So much kerfuffle over a misunderstanding of words!

For the record, as I've said many times on this Forum, I have worked for many years with Dalgliesh tartan and had many single kilt length custom weaves done by them, including several this year. I have always gotten beautiful tartan and had no complaints. I realize that other people have experienced some issues with the transition to new ownership, but the company has worked hard to improve the business and eliminate the problems. I hope that we will focus on the current business and give Nick and Dalgliesh a chance, rather than continuing to re-hash past issues. I for one am deeply grateful that kiltmakers have a variety of tartan sources, including a copmany that not only weaves beautiful tartan but also still offers the incredible service of a custom weave of one kilt length.

[KiltFitz]

I have been following this but stayed out of the other stuff too but I think it's time to be fairer here and consider the customer point of view. Forgive me for this Alan but "how can we find out quickly if DC Dalgliesh is interested" is a little clumsy.

That said, it does mean what Alan meant. The fact that it was misunderstood and any amount of other people who might agree that they would misunderstand it too doesn't make it incorrect. At worst, it was a bit vague, which anyone employed in customer service should be trained to respond to and clarify. The next response obviously shows misunderstanding since it answers a different question but if I were Alan, I wouldn't have persevered either because it's quite flat, non-engaging reply with its brief 2 line apology, no suggestions, no questions, no interest basically. It certainly doesn't project an impression of a company eager for business or staff eager to help.

Working in customer service, I know the onus is on me to investigate the customer's complaint or enquiry and put myself in their shoes. Otherwise, I would only interpret things in a way that supports any preconception I might have held.
If I misunderstand, I see that as something I can improve on next time, I wouldn't lecture the customer on their language.

I won't wade in to the Dalgleish issues but I can say that I had problems with Scotweb Customer Service too. When I asked Nick for help he was great - all credit to him for taking ownership of the problem. I couldn't say that I think all of Nick's values are put into practice by Scotweb customer service though. That said, it's been a wee while now so things may have moved on.

[Nick Fiddes]

because it's quite flat, non-engaging reply with its brief 2 line apology, no suggestions, no questions, no interest basically. It certainly doesn't project an impression of a company eager for business or staff eager to help.
Working in customer service, I know the onus is on me to investigate the customer's complaint or enquiry and put myself in their shoes. Otherwise, I would only interpret things in a way that supports any preconception I might have held.
If I misunderstand, I see that as something I can improve on next time, I wouldn't lecture the customer on their language.

We do take this on board, and in fact had already discussed the tone of that particular response with the individual concerned, as a matter of ongoing training. As it happens I agree, it really should have been more upbeat in offering other suggestions, for example. But I'd also ask to have taken into account that it's our policy to some extent to reflect the customer's own writing style, so longer and more 'romantic' enquiries tend to get replies more of that kind, whilst Alan's messages were more 'to the point', which we also try to respect. One factor in this is that an increasing proportion of messages arrive from mobile devices, where users tell us they really doesn't want to have to wade through lengthy texts. As I say, I don't feel we got the balance quite right on this occasion. But with the best will in the world, perhaps with your real world experience you may agree it's not possible ever to achieve 100% perfection in such matters?

And where are you suggesting we've been lecturing the customer on their language? I'm not seeing that. And I don't feel it's fair to hold us to account for other people's perspectives on this debate.

[KiltFitz]

Part of your contribution to this thread (which wasn't really started as a debate about Scotweb): "And I'd note that the question phrased as whether Dalgliesh would be "interested" in the work was introduced by yourself at this point, as it's certainly not a word we'd ever use to say that we couldn't undertake something."

Going on to say: "It simply didn't occur to us that you might have merely been asking for an answer to your question on that sort of timescale, since that type of answer is normally provided within at most one working day of a specific request."

I think that if you want to hold a debate on a public forum which you also utilise for marketing, it's perfectly fair to be held to account, particularly where others chime in to support your position from the point of view of business owners or suppliers.

Perspective is a great choice of word here, and the ability to share that of the customer is key. I think I gave any insight I might humbly offer on that subject already. Maybe a good way to respond to Alan would have been to tell him about how you felt that email conversation actually went. Not that your apology to him wasn't good enough but it would certainly have been enhanced by the opinion you just gave me.

Mirroring a customer's language is indeed a technique I have seen employed but it's not always appropriate and it come off as glib here. Perfection? I've never seen it personally but I can tell good from bad; defensive from progressive.

[Nick Fiddes]

Whether reflecting a customer's tone is "glib" or not is a matter of perception, I guess. And I think I already said 'to some extent' acknowledging it's not always appropriate. But that approach is more than a technique. It's respectful to the customer's needs, in my opinion - or, if you prefer, endeavouring to share their perspective. Maybe you're right, and we're just bad at customer service, and defensive rather than progressive. But it's certainly not what most customers tell us.

And now, as Alan himself has suggested, I feel we have all spent too much time hijacking the OP's theme. May I humbly suggest we leave it there, as I feel this debate both inappropriate to the thread and doomed to non-resolution.

[KiltFitz]

I wouldn't know what your customers tell you. I know some people love Dalgleish cloth. I've read what Alan told you about Scotweb. I know what I told you. I don't know what feedback you regularly receive about communication. I'm glad it's all going so well for you.

I have changed my mind about one thing though. Earlier I opined that your values aren't reflected in customer service practice but after a short discourse here, I believe that maybe they are. Apologies for this error.

As you say, the theme has been hijacked enough and this is surely moot for the OP who has told us he'll probably go with Marton Mills anyway.

As a potential customer, I'll stay interested in this but thanks for taking the time to contribute.

[Priest]

Again, you all have provided a great amount of information and as the author of this thread I appreciate everything. While yes I am corresponding with Marton Mills there is in no way anyting set in stone yet. I understand that business is business and with a business they have to make a living. It's easy for me, I want one company I can contract with to produce the tartan material for my family name with the availability to be only from that company. Different companies have different ways of creating products using different materials and the end product, while top quality, might not always be exact to each other and there can be confusion down the road. If I can find what I want at a comfortable price across the board, not just for me then that is the company I will of course. It is the same with me. while yes I am a Soldier, I am also a professional photographer and have clients that only work with me because I recreate their images exactly as they want them and provide professionally bound image books that other people just cant do. I know that is off topic, sorry for the retrack. Again thank you everyone for all of the info and I will continue to check back for any updates or ideas.

I wouldn't know what your customers tell you. I know some people love Dalgleish cloth. I've read what Alan told you about Scotweb. I know what I told you. I don't know what feedback you regularly receive about communication. I'm glad it's all going so well for you.

I have changed my mind about one thing though. Earlier I opined that your values aren't reflected in customer service practice but after a short discourse here, I believe that maybe they are. Apologies for this error.

As you say, the theme has been hijacked enough and this is surely moot for the OP who has told us he'll probably go with Marton Mills anyway.

As a potential customer, I'll stay interested in this but thanks for taking the time to contribute.

[OC Richard]

Priest, I for one would be interested to know what price quote(s) you get.
(edited to remove incorrect speculation)

[Priest]

Priest, I for one would be interested to know what price quote(s) you get.

I just did some Googling for Marton Mills. Their site says the minimum bespoke run is 13 meters. I tried to find prices of their stock tartans (their site doesn't seem to list any prices, but refer you to stockists) and I found one place giving the price of their Jura tartan at 40 pounds/meter (double width).

This

"The price is not quite double that of a stock Tartan"

would infer that bespoke Jura would be well over $100/meter, over $1,300 for the minimum run.

The reply I go from them yesterday with my tartan design was 11 meters minimum at 38 pounds/meter. But that was just for the fabric. The customer service rep said they don't make the kilts, just the fabric but making the kilt is not that difficult I can do that myself. The other companies cost the same. 13 meter minimum at 44 Pounds/meter and then they will make me a kilt from it for an additional 199 pounds. No way haha.