COMMENTS/SUGGESTIONS #1 FOR DAVID HALL
oreville
Posts: 11,960 ✭✭✭✭✭
This was previously posted but it got buried elsewhere:
David Hall & GMarguli: GMarguli quote:
<< Your first item of business tomorrow should be to start the search to hire a marketing professional to teach you and your staff how to run your business without tripping over yourself at every step. >>
#1 You might be a great Dad, a great retailer of coins, a great grader and a great writer but you cannot know everything. Gmarguli was right on point there.
#2 Get Tradedollarnut on your board. Now that is a fellow that knows what is going on yet he has the collector's perspective.
#3 Form a customer oversight advisory board to make sure that the customers are getting proper service with appropriate responses on body bagging for instance. Also helpful in getting better feedback and suggestions for improvements.
#4 Form a dealer advisory/oversight board so that the dealers have a place to get their views heard. This is a must.
#5 Form a collector advisory board so that the collectors interests are heard as well.
#6 Form an office of an inspector general (internal control) to keep everyone honest among all divisions of CLCT including you. Your CPA firm and the SEC will jump with joy to hear if this is done.
#7 Form a Grading oversight board to make sure that the interests of collectors & dealers and the general public are being served with appropriate grading......apparently, a major concern these days is the consistency of grading at PCGS....such grading oversight board would have kept this problem in check long ago.
#8 Form a Marketing ideas advisory board with many members to offer new ideas to CLCT for future products. Does not mean all or even most will be accepted. But the customers will have a chance to be heard.
The best thing of this is it is mostly at low cost......meetings can be held at major shows and throw members who contribute some grading certificates as a "thank you" and perhaps even some PCGS samples as well. Throw in the coffee and soda and even I might show up.
David...you can't do it all...........this company is too large for you to be everywhere.........empower your employees to do more and especially to be more responsive. This should be done with the other divisions as well. This will only take some of the tiome pressure off of you as well.
Also get your customers engaged. Get your ex-customers like GMarguli to give/spill more of his guts as what is wrong with PCGS. I certainly do not agree with all or even most of what he has said but there is enough there worth listening to.
The customer base of PCGS dealer, collector and otherwise needs to be heard. You need to start setting up more formalized channels to communication to get the ball rolling.
Time is of the essense and Dave Bowers must also get into this equation somehow as well.
Just some of my ideas that I wanted to get on "paper."
We have spoke before on the telephone. You do listen. But this was too much for a telephone call.
Best,
David Hall & GMarguli: GMarguli quote:
<< Your first item of business tomorrow should be to start the search to hire a marketing professional to teach you and your staff how to run your business without tripping over yourself at every step. >>
#1 You might be a great Dad, a great retailer of coins, a great grader and a great writer but you cannot know everything. Gmarguli was right on point there.
#2 Get Tradedollarnut on your board. Now that is a fellow that knows what is going on yet he has the collector's perspective.
#3 Form a customer oversight advisory board to make sure that the customers are getting proper service with appropriate responses on body bagging for instance. Also helpful in getting better feedback and suggestions for improvements.
#4 Form a dealer advisory/oversight board so that the dealers have a place to get their views heard. This is a must.
#5 Form a collector advisory board so that the collectors interests are heard as well.
#6 Form an office of an inspector general (internal control) to keep everyone honest among all divisions of CLCT including you. Your CPA firm and the SEC will jump with joy to hear if this is done.
#7 Form a Grading oversight board to make sure that the interests of collectors & dealers and the general public are being served with appropriate grading......apparently, a major concern these days is the consistency of grading at PCGS....such grading oversight board would have kept this problem in check long ago.
#8 Form a Marketing ideas advisory board with many members to offer new ideas to CLCT for future products. Does not mean all or even most will be accepted. But the customers will have a chance to be heard.
The best thing of this is it is mostly at low cost......meetings can be held at major shows and throw members who contribute some grading certificates as a "thank you" and perhaps even some PCGS samples as well. Throw in the coffee and soda and even I might show up.
David...you can't do it all...........this company is too large for you to be everywhere.........empower your employees to do more and especially to be more responsive. This should be done with the other divisions as well. This will only take some of the tiome pressure off of you as well.
Also get your customers engaged. Get your ex-customers like GMarguli to give/spill more of his guts as what is wrong with PCGS. I certainly do not agree with all or even most of what he has said but there is enough there worth listening to.
The customer base of PCGS dealer, collector and otherwise needs to be heard. You need to start setting up more formalized channels to communication to get the ball rolling.
Time is of the essense and Dave Bowers must also get into this equation somehow as well.
Just some of my ideas that I wanted to get on "paper."
We have spoke before on the telephone. You do listen. But this was too much for a telephone call.
Best,
A Collectors Universe poster since 1997!
0
Comments
EVP
How does one get a hater to stop hating?
I can be reached at evillageprowler@gmail.com
Cameron Kiefer
Also, you could have a live chat every once in a while like 'ask a Grader' which would give a little PR between the people behind the tag in the slab and the collectors.
Cameron Kiefer
<< <i>Too many oversight and advisory boards.
Cameron Kiefer >>
I agree, I used to work for a high-tech company that had so many committees, boards, and meetings that nothing seemed to get done. That spells disaster for a competitive customer service oriented business.
Joe
My point: right now, does CLCT have ANY consumer or oversight advisory boards?
I do my mean "board" as in internet board. I mean a real live commitee that could also meet on the internet as well.
I am afraid that David with all his good intentions will burn himself here out quickly if more formalized committees are not set up to help the proccess.