[Elecraft] on the future of Customer Support

[Siu Johnny]

Dear Wayne,

My first K2 began in S/N1146 and I have eventually constructed 10 of them.  
The success of Elecraft is classical business school case worthwhile 
studying.  I did learn a lot from Elecraft in doing business:

1. excellent customer support with the right team of staff;
2. excellent product design, using best market readily available components 
in the critical part of circuit to maintain performance, also using very 
cheap but reliable components in the least important part to maintain 
profitability (e.g. T/R switching of KPA100)
3. only concentrate on one or two products in the beginning of the business 
to create the brand name
4.  maintain constant dialogue with customer even at the senior level

There are in fact more successful factors which I did not list in the 
above.

Thanks very much for your good products  and I, of course, am looking 
forward to your KPA800 /1500 and K3????

Cheers,

Johnny Siu VR2XMC

From: wayne burdick <n6kr at elecraft.com>
To: Elecraft Reflector <elecraft at mailman.qth.net>
Subject: [Elecraft] on the future of Customer Support
Date: Sat, 3 Mar 2007 08:28:37 -0800

As one of the founders of Elecraft, I consider us very lucky to have such a 
dedicated customer support staff. We get raves about Gary, Scott, and Don, 
all of whom go to exceptional lengths to help with assembly, alignment, or 
other issues.

Then there's Tom Hammond, who has been a "super customer" of ours since the 
beginning of recorded history (1999), and has specialized in helping get 
filters aligned, writing application notes, etc. And let's not forget Ron 
d' Eau Claire, whose vast experience has helped many understand the 
subtleties of amateur radio gear in general, not just our products.

What a great bunch! Still, the baton will be passed to others in the 
future, and our present staff like to take time off now and then. So I like 
the thought that somewhere out there, among our customers, lurk those who 
might one day be Don's, Tom's, or Ron's understudies.

Certain rights and privileges would follow  ;)

73,
Wayne, N6KR

P.S.  Now matter how Elecraft evolves, you'll always be able to send the 
founders (myself and Eric) an e-mail and expect a quick response.

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