An honest assessment from a long time customer and friend, as I have ordered many, many times from Matt over the course of 10+ years.
We all have a choice when ordering parts, and we all have expectations as set forth by other vendors we have dealt with. Every single business has a list of pros and cons, even the mighty billion dollar empires. Further, we'd all operate a business (say a small boutique Toyota parts business) differently. It is entirely unfair to impose how we would run a business onto how someone else is.
That being said, there are basic expectations of commerce in exchanging goods and services for compensation. A contract, of sorts. If you send me money for a good or service, what is your expectation? There should be something "within reason" that comes to mind. What Matt lacks is not a selection of amazing OEM parts. He also does not lack expertise. Even with the most educated in the room, Matt can rarely be cornered on something Toyota related. Having his expertise here is awesome. Matt also doesn't lack customer service, not matter how small or annoying of a project you may be working on. It could be a single 1 dollar LED and he'll burn an hour on researching and ensuring it is right for your application. Quality is also something that is not lacking; as I am consistently surprised by how awesome the parts are and how quality they are when I go to install them. You've likely all heard me dote on his hardware, its rad...and the best I've ever come across. When I get hardware as a cereal box surprise, it makes my week. Selection, Expertise, Knowledge, Experience, Dedication, Quality.
What is lacking on the other hand is consistency, which is almost a requirement if you have a business. Compare a brick and motor shop that posts M-F 8-5 and when you go to pull the door open its locked. I'm noticing several Mud vendors temporarily close. While obviously the right to do whatever they want is on the table, inconsistency kills dependability and availability. In MANY cases, us cruiser heads NEED that part...we don't shop because there's a cool bit we *may* want later on. We buy a part because it is necessary to wheel this weekend....or its a domino part required to move forward...or crucial in getting my truck out of the rain, off the side of the road, or whatever. So you go to order and the store is closed, if I am in a pinch, you just lost my business. Worse yet, you order the part in a pinch....the store closes and you don't hear anything for a month. This brings me to availability and communication. The last thing a consumer wants when an item has been paid for, is to feel ghosted. As I write this I have an outstanding order and unanswered communication. Now, one might chalk this up to a one-off, but this has consistently been the case over the last several years. Heck, I even need to order something else and as I write this the store is closed again. I understand the cycle, one can get overwhelmed which drives you to turtle and put up a wall. We've all been there. It would be incredibly effective if Communication, Expectation and Consistency were as fantastic as the products. Even if that meant "I work two jobs and I am out the week of ____ your orders will be fulfilled in the order they were received beginning on ______." That one sentence would be gold to many, should that be your case.
To Matt, you know I appreciate you, your support, friendship, parts, ideas, council....on and on. I've even tried to give tips from a fellow businessman and advice back. I, along with many others I am sure, want nothing more than for your shop to be successful, persist time and continue to be a staple in the garages of Toyota's around the world for years to come. You are RIGHT THERE. This thread wouldn't exist if those last few pieces I mentioned could somehow be addressed. It is unfair to the unknowing customer that patience is required in a world of
Amazon same day deliveries. Your products do much of the talking, but where there is silence that fundamental fairness in commerce need be present.
I will continue to order parts and be a customer as long as I work on and own Toyota's. Keep up the good work and if possible, just dial in the TEQ knob on a few aspects and you'll continue to be the staple you are to this community.
Cheers,
dallas
