Most of my opinion pieces on the blog involve issues of provenance and authenticity. That really goes to the heart of the hobby, and makes up much of the minefield that original prop collectors navigate as they transact in the marketplace.
The “Other” issue, which gets less attention here and on the discussion forums, is one just as prevalent and much easier to resolve: Business Practices & Customer Service
These sorts of issues are much more obvious with those few entities that offer original props and costumes which do not involve issues of authenticity, in that their product is obtained directly from the studios: Studio Resellers (Premiere Props, It’s a Wrap, etc.)
Of late, there are been a variety of issues discussed on the forums related to poor business practices and subsequent poor customer service related to addressing and resolving such issues (see “It’s a Wrap Customer Service Complaints Reach New Highs” and “Premiere Props, Hollywood Roadshow, Auction Outcome Manipulation” and related updates).
To me, this is a fascinating phenomenon, as it makes no business sense whatsoever, and is completely within the control of these companies to address and potentially rectify. This is especially surprising in that these are businesses predicated on the notion of repeat business in order to succeed.
This is a small hobby, with limited dollars, with more product becoming available all the time – and more buying options for collectors.
There is also more competition between dealers and retailers, vying for the same studio deals, giving those studios more and more retail outlet options.
Original prop collectors are a very vocal group that actively networks on the Internet via e-mail and discussion forums, like The Movie Prop Forum and the Star Trek Props, Costumes and Auctions Forum.
Many collectors are willing to give these Studio Reseller companies – many viewed as having no true expertise in original props nor the film industry (see Trend: The “Widgetization” of the Hobby) – a pass on that lack of knowledge because there is no question of authenticity about their products. A trade off.
Unfortunately, we have all witnessed and shared with one another a series of disappointments – large and small – in transacting with some of these companies.
Bad reputations that are earned are not easily changed. And again, there is a finite number of collectors, a finite amount of “hobby money”, and we all talk with one another and exchange war stories (in some cases horror stories).
Now, the crux of this opinion piece…
These issues, often children born of a variety of problems – poor business practices and decisions, a lack of resources, an attempt to move more product than a company is capable of, functional incompetence, and/or other operational problems – these issues can be mitigated by these companies with two fundamental tools:
- Communication
- Good Will
People are inherently reasonable.
Collectors are involved in transacting with these companies as a hobby-related pursuit.
They want to enjoy themselves.
They want to escape the disappointments of everyday life.
They want to feel that the experience is favorable.
So when these companies fail their customers, rather than right those wrongs – through proactive communication and a demonstration of good will (i.e. good customer service) – it is becoming more common that these companies instead severely compound their problems by spurning their customers, running away from the issues, and ignoring the root problems, and thus repeating the same mistakes. Over and over.
My message of advice to these companies is this:
Put aside your egos and fixation on profits and the bottom line and, if not for the sake of doing the right thing, at least realize that you are single-handedly thinning out your customer base. If your priority is money, alienating your customers is extremely short-sighted and you will loose money as a consequence.
Communication & Good Will…
And, fellow hobbyists, I suggest you also take a step back, take your eye off the prize, and ask yourself if it is worth it to you to keep these companies that may not deserve your business going without consequence, by way of patronizing them.
Voting with your wallets is, unfortunately, the only way in which they might “get it”. Doing business with companies that don’t perform to meet reasonable expectations merely reinforces the flawed business practices in use. They can’t succeed without us.
Their products flow from the studios, and these studios have plenty of options.
Of course, a lack of communication and good will is not a problem isolated to certain studio resellers, nor are all studio resellers guilty of these problems (currently Hollywood Vault and Back Lot Props have good reputations in this regard). I’d like to see the companies that value their customers and utilize good business practices succeed as a result of their efforts.
My plan is, as articulated to some friends earlier in the week…
I transact with those who are good for the hobby, that I have had positive experience with. I do not and will not do business with those who I have had poor experiences with.
I think we all have a responsibility to consider how our individual actions affect the hobby.
Jason De Bord