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With all the other threads out there talking about wait times and poor customer service right now due to supply and demand, I thought it would be appropriate to post up the email that all of the Midway USA customers got talking about their current situation. Talk about a "class act" when it comes to keeping their customers informed. This is the kind of business that will continue to get my business and money.
Note: This email was sent from an outgoing-only email address that is not monitored.
Please do not reply to this message.
Dear Valued Customer,
In the spring of ‘77, I left the Air Force and moved to Columbia, MO to pursue my dream of running a gun shop. You see, I’d always loved the outdoors; especially shooting and hunting. Some of my fondest childhood memories involve shooting and hunting with my dad and brothers. Then, as an adult, some of my greatest joys have come while shooting and hunting with my wife, my kids, my friends and now my grandkids. I love this industry, I love our way of life and I love serving Customers.
Now, our way of life is being challenged like never before and our Customers are responding with a flood of orders. In the 35 years I’ve been in business, I’ve never seen anything like this.
We’re monitoring the political environment, our industry’s capabilities and our business on a daily basis and making policy and process changes to better serve Customers. But please understand, while we’re still able to get most orders out the same day they’re placed, you may experience longer than normal wait times on the phone or when you chat with us on the web. Also, it’s taking us a few extra days to respond to emails. Finally, we’re out of a bunch of products I know you want which breaks my heart. And when we do get them in, they rarely spend the night in the building because they’re ordered almost immediately. We’re tirelessly working to get products in the door and out to Customers as fast as we can. But, until supply catches up with demand, we’re having to limit quantities and backorders on certain products.
One thing we haven’t done is change our prices because of this surge in demand. Prices do change from time to time as they always have, but we’d never change prices because of something like this. Our pricing strategy is one of the reasons we’ve put quantity limits on certain products. We’ve all seen certain products selling two or three times higher than normal, and MidwayUSA doesn’t want to enable that type of activity. Also, we want to serve as many Customers as possible when we receive high-demand products. If it’s any consolation, none of our Employees can order products with quantity limits (myself included). We’ve all agreed to put Customers first. And that’s the way it’ll always be at MidwayUSA.
As always, everything we do is intended to be in the best interest of our Customers and we’re eternally grateful for your patience and loyalty.
Thanks for Your Business!
Larry Potterfield,
Founder and CEO of MidwayUSA
5875 West Van Horn Tavern Rd.
Columbia, MO 65203 ©2013 MidwayUSA, Inc.
All Rights Reserved.
Note: This email was sent from an outgoing-only email address that is not monitored.
Please do not reply to this message.
Dear Valued Customer,
In the spring of ‘77, I left the Air Force and moved to Columbia, MO to pursue my dream of running a gun shop. You see, I’d always loved the outdoors; especially shooting and hunting. Some of my fondest childhood memories involve shooting and hunting with my dad and brothers. Then, as an adult, some of my greatest joys have come while shooting and hunting with my wife, my kids, my friends and now my grandkids. I love this industry, I love our way of life and I love serving Customers.
Now, our way of life is being challenged like never before and our Customers are responding with a flood of orders. In the 35 years I’ve been in business, I’ve never seen anything like this.
We’re monitoring the political environment, our industry’s capabilities and our business on a daily basis and making policy and process changes to better serve Customers. But please understand, while we’re still able to get most orders out the same day they’re placed, you may experience longer than normal wait times on the phone or when you chat with us on the web. Also, it’s taking us a few extra days to respond to emails. Finally, we’re out of a bunch of products I know you want which breaks my heart. And when we do get them in, they rarely spend the night in the building because they’re ordered almost immediately. We’re tirelessly working to get products in the door and out to Customers as fast as we can. But, until supply catches up with demand, we’re having to limit quantities and backorders on certain products.
One thing we haven’t done is change our prices because of this surge in demand. Prices do change from time to time as they always have, but we’d never change prices because of something like this. Our pricing strategy is one of the reasons we’ve put quantity limits on certain products. We’ve all seen certain products selling two or three times higher than normal, and MidwayUSA doesn’t want to enable that type of activity. Also, we want to serve as many Customers as possible when we receive high-demand products. If it’s any consolation, none of our Employees can order products with quantity limits (myself included). We’ve all agreed to put Customers first. And that’s the way it’ll always be at MidwayUSA.
As always, everything we do is intended to be in the best interest of our Customers and we’re eternally grateful for your patience and loyalty.
Thanks for Your Business!
Larry Potterfield,
Founder and CEO of MidwayUSA
5875 West Van Horn Tavern Rd.
Columbia, MO 65203 ©2013 MidwayUSA, Inc.
All Rights Reserved.
.000 Reaction Time 11/12/06
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