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First, let me introduce myself. I'm W.G. Kincheloe, Martin's Customer Service Manager. I've been with the company for 3 years, and was asked to take over customer service in February of this year. It’s been a great experience getting to talk more with our dealers and consumers. You’ve all shared some of your great experiences with me, and also concerns you have. Below I’ll detail the changes we’ve made to address those concerns:
Testing - EVERY system MUST pass 100k cycles on our draw machines, multiple times (100k/riser). Each cam system MUST be able to hit 10k cycles minimum on a single set of strings/cables (archery companies recommend changing intervals no longer than 5k, so we test to twice that on each string/cable). Every system is dry-fired 25 times, multiple times (25/riser). Each system also gets shot by our bow shop manager, our plant manager, and myself to try to find any issues that will arise.
Sourcing - EVERY machined/molded part is now made in the USA. Even though we lost some capabilities when our shop burnt down, we hooked up with 3 machine shops here in Washington state, so that they're close enough for us to drive to. Any time there's a new product, our guys go stay at the shops and work there until we're confident we are getting the quality parts we require. Our carbon risers are NOT imported (as are many of our competitors), but are produced by an amazing outfit here in the US, with years of experience dealing with these materials. Even our limb bolts are specifically sourced with domestic metal.
TQM - our Total Quality Management program was implemented in February of 2016. EVERY part is inspected as it's either produced here or received from a vendor. Then, the bow is inspected at each station- paint, dip, assembly - then EVERY bow is shot and inspected once more. Should an issue arise with a bow, we can go right to the records and see who signed off at each point. The amount of RAs issued for quality problems dropped DRAMATICALLY from our 2015 line to the 2016 line. Now, this is not to brag, as we should have been doing this in the first place, but rather to show each bow is going through the process it should.
Customer Service - I know the issues people have had with the CS department in the past, which is why they asked me to step over from supply chain and fix it. My first order of business was getting rid of the recording when you call; if we're here, why not just answer the dang phone? We try to be courteous and friendly, and attempt to handle any issue/question as quick as possible. Part of my requirements for taking this position was that all repairs had to be turned around within 5 business days, because what good is friendly customer service if we can't get your bow back in your hands? Need a part, repair, or have a question? Call us, email us, or PM me on here - any way we'll get you taken care of. Martin Archery was always known for treating you like family, and that's what we want to get back to.
Listening to feedback - I was impressed at the response to dealer feedback on our 2016 line. Rather than ignoring it, or saying they don't know what they're talking about (as happened under different leadership in 2015), our management team took their comments and tried to act on them. Dealers and consumers didn't like the grip on the Stratos and Mist - so we changed it. You told us our carbon risers were too heavy, so we adjusted the formula, added more carbon, and brought the weight WAY down (the new carbon Chameleon weights 3.6 lbs with package). You also said our Inferno riser was too heavy, so we redesigned it and the new FireCat is 3.8 lbs, AND we lowered the price by $150 to make it easier for real folks to afford. Our plant manager and I were also able to get cam options pushed through, allowing 3 on the FireCat and 2 on the HellFire - at no extra cost.
As you can see, we've been working hard to try to get Martin Archery back to where it belongs, and this year's line is the first time I've felt confident that we can do that. The 2017s are great feeling/shooting bows, and though we improved each line, we actually lowered prices across the board this year, because how will the word get out if the bows aren't in shooters/hunters' hands?
Though you've heard this before (just about every year for the last several), we finally got it right this year, and the feedback we're receiving from dealers is confirming that. I'll also use this spot to thank all the dealers and shooters who helped us get this line where it needs to be (you guys know who you are, and you are much appreciated). We couldn't do it without your contributions.
Long post, I know, but I felt like it was a story that needed to be told. Should you have any questions, comments, or concerns, please feel free to shoot me a PM and we'll chat.
I hope everyone had a great Thanksgiving, has a great Christmas, and starts the new year #MartinStrong
Testing - EVERY system MUST pass 100k cycles on our draw machines, multiple times (100k/riser). Each cam system MUST be able to hit 10k cycles minimum on a single set of strings/cables (archery companies recommend changing intervals no longer than 5k, so we test to twice that on each string/cable). Every system is dry-fired 25 times, multiple times (25/riser). Each system also gets shot by our bow shop manager, our plant manager, and myself to try to find any issues that will arise.
Sourcing - EVERY machined/molded part is now made in the USA. Even though we lost some capabilities when our shop burnt down, we hooked up with 3 machine shops here in Washington state, so that they're close enough for us to drive to. Any time there's a new product, our guys go stay at the shops and work there until we're confident we are getting the quality parts we require. Our carbon risers are NOT imported (as are many of our competitors), but are produced by an amazing outfit here in the US, with years of experience dealing with these materials. Even our limb bolts are specifically sourced with domestic metal.
TQM - our Total Quality Management program was implemented in February of 2016. EVERY part is inspected as it's either produced here or received from a vendor. Then, the bow is inspected at each station- paint, dip, assembly - then EVERY bow is shot and inspected once more. Should an issue arise with a bow, we can go right to the records and see who signed off at each point. The amount of RAs issued for quality problems dropped DRAMATICALLY from our 2015 line to the 2016 line. Now, this is not to brag, as we should have been doing this in the first place, but rather to show each bow is going through the process it should.
Customer Service - I know the issues people have had with the CS department in the past, which is why they asked me to step over from supply chain and fix it. My first order of business was getting rid of the recording when you call; if we're here, why not just answer the dang phone? We try to be courteous and friendly, and attempt to handle any issue/question as quick as possible. Part of my requirements for taking this position was that all repairs had to be turned around within 5 business days, because what good is friendly customer service if we can't get your bow back in your hands? Need a part, repair, or have a question? Call us, email us, or PM me on here - any way we'll get you taken care of. Martin Archery was always known for treating you like family, and that's what we want to get back to.
Listening to feedback - I was impressed at the response to dealer feedback on our 2016 line. Rather than ignoring it, or saying they don't know what they're talking about (as happened under different leadership in 2015), our management team took their comments and tried to act on them. Dealers and consumers didn't like the grip on the Stratos and Mist - so we changed it. You told us our carbon risers were too heavy, so we adjusted the formula, added more carbon, and brought the weight WAY down (the new carbon Chameleon weights 3.6 lbs with package). You also said our Inferno riser was too heavy, so we redesigned it and the new FireCat is 3.8 lbs, AND we lowered the price by $150 to make it easier for real folks to afford. Our plant manager and I were also able to get cam options pushed through, allowing 3 on the FireCat and 2 on the HellFire - at no extra cost.
As you can see, we've been working hard to try to get Martin Archery back to where it belongs, and this year's line is the first time I've felt confident that we can do that. The 2017s are great feeling/shooting bows, and though we improved each line, we actually lowered prices across the board this year, because how will the word get out if the bows aren't in shooters/hunters' hands?
Though you've heard this before (just about every year for the last several), we finally got it right this year, and the feedback we're receiving from dealers is confirming that. I'll also use this spot to thank all the dealers and shooters who helped us get this line where it needs to be (you guys know who you are, and you are much appreciated). We couldn't do it without your contributions.
Long post, I know, but I felt like it was a story that needed to be told. Should you have any questions, comments, or concerns, please feel free to shoot me a PM and we'll chat.
I hope everyone had a great Thanksgiving, has a great Christmas, and starts the new year #MartinStrong
