Hours of Operation and General Info

HeadStrong Off-Road · Jun 14, 2017

Please note our hours of operation below.
Though we do try to check our emails when closed, it should not be expected that we respond or answer phone calls when away from the office. PLEASE TAKE THIS INTO CONSIDERATION WHEN TRYING TO CONTACT US.

Hours of Operation:
Monday - Thursday from 9:00 a.m. to 4:30 p.m.
Friday 9:00 a.m. to 12:00 p.m. (PST)
We are closed Saturday - Sunday

PLEASE READ:
Though we are very grateful to serve as an official TW vendor and very much appreciate the business we earn from forum members, we do have outside customers we owe time to as well. Please keep this in mind when it comes to phone/e-mail responses.

Pibbles99 · Oct 28, 2018

I would like to call your business number.
Can you pm it to me, please?
I would like to set up my truck for the proper lift parts.
08 taco TRD sport 4x4 AC 4.0

T4RFTMFW · Oct 28, 2018

Email is preferred, and the best way anyway. You have a much better understanding of information when you can read it.

sales@headstrongoffroad.com

HeadStrong Off-Road[OP] said: ↑

LOL! Not quite however the phone number on our Vendor page was an old number and it has since been removed. As of right now we have completely removed any postings of our phone number in general.

Being a small shop, literally a Mom and Pop, we each wear many hats. The phones got to be a lot to contend with so we initially put a disclaimer on our site that it could take as much as 48 hours to return phone calls. Which in all honesty most calls were returned within the first 24 hours (on business days) so most never had to wait the 48 hours. However even with that turn around we found people getting upset that their phone calls weren’t answered at the moment they called in. We would explain that each phone call takes time and that we spend the same amount of time with each caller and address each person’s needs and wants but we found this truthful explanation to not be good enough for some.

Not only this, but we found that the vast majority of the day was spent on the phone. Most calls ranging from 45-90 minutes each. We would have many callers who wanted us to go over every component on a truck, explain its exact form and function, go over every single option that they could put on their truck, go into in-depth conversations of all of the suspensions types and how they compare to one another. Which this is our job and we are glad to help, however we had found that many of the people where just gathering information from us so they could in-turn buy from a company like Amazon, Jet, Ebay because a product may be a couple of dollars cheaper. Now money is money but time is money as well. Spending 90 minutes with a caller to help educate them so they can take what we have taught and go through a company that has zero customer service, no product knowledge what-so-ever, and absolutely no accountability became heartbreaking. Obviously we can’t prevent this from happening but with e-mail we can at least respond to a multitude in the time that it would take to go through all of this with just one caller.

I am not sure if removing the phone number is the best way but I felt like we had to do something. I personally spend at least 10 hours a day and 6 days a week at work just to cover my normal responsibilities and having an excess of phone calls like these made the days even longer. Hiring more people just to answer phone calls just doesn’t seem logical at this point either. If each call lasted 1 hour on average each employee could only get to about 8 calls a day. We would have to have an army of people just to handle the volume of calls. Now, we could do that but the prices would have to skyrocket in order to cover the employee overhead.

So In an attempt to keep prices low, still do our very best to offer industry leading customers service, and for me to keep my sanity we are politely asking that if anyone needs help they can feel free to e-mail us. Also a lot of questions can be covered by reading the product descriptions and details provided on the website. Then any lingering questions can be addressed via e-mail. Now sometimes phones are the best way to communicate so with that being said if you absolutely need phone assistance you request that people e-mail us their phone number and we will do our best to call you as soon as we can.

As always we appreciate our customers and will do what we can to help them. If you have any insight and would like to offer constructive ideas you can always PM me and I will review your suggestions.

Thank you so much!
Click to expand...

Pibbles99 · Oct 28, 2018

Makes a great deal of sense, thanks.
Do you assemble coil/ strut before shipping?
This is my main need, among others as I will bring up in my email .

Thanks
Brian

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Hours of Operation and General Info

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