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News Release by AMW Pro-X Distributors   
Wednesday, July 09, 2008
AMW Customer Service Survey: To All Fliers

ImageAnimal Motor Works has not had a price increase in over seven years.  While the costs of conducting business has increased for every industry in every state, Animal Motor Works has been able to maintain firm price control.

We have been able to do this by absorbing some of the costs of doing business ourselves internally, and because we have bought in large quantities.  However, reality says that we can not continue to offer the same pricing in today's crazy world of doing business.

So we are looking to you, the end consumer, to help us in deciding how to best serve your needs, by asking you to review a few options and responding to us with what you would like to see.

Please remember: We are the only company that uses custom mill run tubing, DOM (Drawn Over Mandrel) to the exacting tolerances we specify. No off-the-shelf tubing, or even normal mill runs will yield the same tolerances, or quality. We have found mills that are willing to hold the tolerances we want, but at a significant higher price.

We have always felt that the flier deserves the best chance at having a successful flight, and most people understand that the highest quality tubing, and best Type III MilSpec hard coat anodizing doesn’t come at the same price as lesser quality. We are the only manufacturer to use this process in all of our casings from 38mm to 98mm.

So here are some ideas:

  1. Should we switch to lower quality motor casing materials? (Personally, we don’t feel this is a good option)
  2. Are you happy with our products being sold through the limited number of regional dealers? Would you be opposed to a 10-15% price increase in order for your dealers to continue to offer their level of service?
  3. Would you prefer a smaller price increase of 7-8% and not have your dealers offer special discounts? Example: "Wildman’s Club"
  4. Should we offer both "Direct from Manufacturer" sales, at a reduction in current MSRP prices (12-15%), while allowing your dealers to sell at the current MSRP price to cover their additional expenses. Would you still support your dealers in this?
  5. Offer ONLY "Direct from Manufacturer" sales, with no dealers, at a discount of 25% off current MSRP prices.
  6. Offer ONLY the NEW AMWProX products as “Direct from Manufacturer” sales, and keep the regular AMW product line with the dealers at a 5% MSRP price increase?

Your comments are very valuable to us, and we appreciate your consideration of this.  If you wish, your comments are welcome publicly here, but we ask that you please also respond directly to Paul Robinson at This email address is being protected from spam bots, you need Javascript enabled to view it .

Paul Robinson,
Animal Motor Works


Post 07-09-2008 04:45 PM  #1
UncleVanya
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None Re: AMW seeks input from hobby rocketry enthusiasts
My first thought is that if the casing material changes significantly - doesn't that mean that the motors would have to be recertified?

Not sure I know... just asking.
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Post 07-09-2008 05:20 PM  #2
Just Jerry
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I will give you the exact same advise I gave Lonnie Reese of FSI. Raise your prices about double what you think you need to, bank the difference for a couple of years, to provide working capital, your customers will thank you for being there at whatever price you need to.

He did not take that advise and went out of business a couple of short years later. I loved his products.

If there were ever a need to compromise on quality, it should be for a specific "budget line" of product.

Dealers make better lovers.

Just product designer Jerry
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Post 07-09-2008 05:56 PM  #3
Bexclent
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None Re: AMW seeks input from hobby rocketry enthusiasts
#5. Period. With the internet and countless shipping options, there is no need for dealers. The dealer game of adding 25% to give the buyer "a deal" at 10% off is ridiculous.

Buying a motor casing is something that is planned for in advance. The manufacturer can ship it to me as fast as the dealer can.

I will still support the dealer in buying reloads - that's where the profit is anyways, isn't it??
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Post 07-09-2008 07:06 PM  #4
ddmobley
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None Re: AMW seeks input from hobby rocketry enthusiasts
Quote:
I will still support the dealer in buying reloads - that's where the profit is anyways, isn't it??

King Camp Gillette made a small fortune giving his razors away and selling the blades. Good strategy.
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Post 07-09-2008 07:15 PM  #5
Just Jerry
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To encourage sampling you want the case and load to be on the same field at the same time. Solve that without a dealer inventory of cases and you are magical. Bite the bullet.

Just Jerry
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Post 07-09-2008 07:15 PM  #6
denverdoc
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What free hardware? Where?! I think Tim Thomas has the right idea: case rental w/o the rental charge.

And Tim is now stocking AMW--haleluyah!
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Post 07-09-2008 07:31 PM  #7
Chris Short
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I like door number 2 or 3.
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Post 07-09-2008 08:03 PM  #8
dixontj93060
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Please do not remove or alienate your dealer network. They are worth the extra 5% to 7% depending on whether #2 or #3 is utilized. Bigger dealers like Wildman, Al's Hobby Shop and Giant Leap provide a great service by aggregating all items and simplifying the ordering process whether via phone, Internet or onsite. Not to mention the sheer exhilaration of walking through the Wildman trailer at Midwest Power and such...
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Post 07-09-2008 08:09 PM  #9
H_rocket
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Quote:
Not to mention the sheer exhilaration of walking through the Wildman trailer at Midwest Power and such...



My wife got the cold sweats whenever I would go near Tim's trailer at NERRF.
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Post 07-09-2008 08:10 PM  #10
H_rocket
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Should we switch to lower quality motor casing materials? (Personally, we don’t feel this is a good option)
Nope, not on a dare
Are you happy with our products being sold through the limited number of regional dealers? Would you be opposed to a 10-15% price increase in order for your dealers to continue to offer their level of service?

Not thrilled with this, however there is a certain cachet to dealing with people you know and people who are i the know about rocketry.

Would you prefer a smaller price increase of 7-8% and not have your dealers offer special discounts? Example: "Wildman’s Club"

Of what you have listed, I find this the most palatable. Although I'm not sure how you would control whether dealers offer discounts

Should we offer both "Direct from Manufacturer" sales, at a reduction in current MSRP prices (12-15%), while allowing your dealers to sell at the current MSRP price to cover their additional expenses. Would you still support your dealers in this?

No, this sounds like bad karma for our dealers. They work hard to earn our loyalty and AMW should not undermine them.

Offer ONLY "Direct from Manufacturer" sales, with no dealers, at a discount of 25% off current MSRP prices.

Offer ONLY the NEW AMWProX products as “Direct from Manufacturer” sales, and keep the regular AMW product line with the dealers at a 5% MSRP price increase?

Both are bad ideas of epic proportions. In my case I would buy from the dealers and that would shift my product loyalty to what they sell that keeps them in business.

Have you considered expanding your line instead? Spread your costs over some smaller motors that have a lerger customer base?
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Post 07-09-2008 09:20 PM  #11
redgp4
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When the coast of doing business goes up then the products must all so go up in price to make a profit, this is a fact of life. I don’t like it any more then the next person but what I really hate is when a company cuts on quality or makes the item smaller to keep the price from going up. I would rather pay a higher price to keep the quality the same
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Post 07-09-2008 09:27 PM  #12
Just Jerry
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Quote:
When the coast of doing business goes up then the products must all so go up in price to make a profit, this is a fact of life. I don’t like it any more then the next person but what I really hate is when a company cuts on quality or makes the item smaller to keep the price from going up. I would rather pay a higher price to keep the quality the same



I recently bought 1.5 quart ice cream at the same price as 2.0 quart was. "It fits in the freezer better."

I bought gasoline that got about 75% the mileage as the last tank. "It was lower priced."

Just sad Jerry
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Post 07-09-2008 10:03 PM  #13
lalligood
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I'm in favor of #3. Here's why:

1) When you cut back on quality, you are cutting back on your reputation. If you currently possess a good reputation, why (even potentially) put it at risk? You stand to alienate your hard earned customer base who will be sure to tell your future customer base.

2) Option #3 creates a level playing field for ALL of your dealers. Option#2, however, only benefits the high volume dealers.

3) Our hobby is so small (or tight-knit if you prefer) that many dealers are also part of the customer base. Read #1 above but replace 'quality' with 'dealer'.

4) Offering new products via new channels is likely to confuse the customer. While we all like to think we are rocket scientists, we shouldn't be required to find new ways to get new products. Let us get the new products at the same place where we get the old products.

5) While I usually take the time to plan what I want to launch each month, I have been known to make a complete impulse buy from a dealer at the field. And even though I plan my flights, I'll often bring another rocket or two just in case. "Just in case" means I might need/want a different reload because the weather is better or worse than expected & I need/want to take advantage/make the most of those conditions. Sometimes I'm ready; sometimes I'm not. Lastly, even if I decide to forgo that impulse buy, I sure enjoy the torture of being tempted by the products in front of me!

6) I know I'm not a typical rocketeer (are any of us?!?), as I know plenty of other folks who are completely impulsive buyers. Dealers with no products = lost impulse sales = bad idea.

I know there's probably one or two more reasons floating around in my head, but I'll have to add them later.

Just my $0.02...
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Post 07-09-2008 10:36 PM  #14
UncleVanya
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Does this pricing structure reflect reloads or cases or both?
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Post 07-09-2008 10:55 PM  #15
WILDMANRS
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"Should we switch to lower quality motor casing materials? (Personally, we don’t feel this is a good option)"

just a bad idea

"Are you happy with our products being sold through the limited number of regional dealers? Would you be opposed to a 10-15% price increase in order for your dealers to continue to offer their level of service?"

Nobody likes paying more but ,you said it "you haven't raised your prices in 7 years" can any othe MFG. say that ?

"Would you prefer a smaller price increase of 7-8% and not have your dealers offer special discounts? Example: "Wildman’s Club""

What discounts I offer my customers has nothing to do with AMW and to be honest none of there business
One more note on this
If I buy 10K a month and inventory 30K shouldn't I recieve a larger discount than the dealer buying 1k in the same amount of time ? and in turn pass that discount down to the customer if I like?



"Should we offer both "Direct from Manufacturer" sales, at a reduction in current MSRP prices (12-15%), while allowing your dealers to sell at the current MSRP price to cover their additional expenses. Would you still support your dealers in this?"

Then MSRP wouldn't be MSRP would it and i personlly wouldn't sell AMW anymore if I have to compete on price with the MFG.


"Offer ONLY "Direct from Manufacturer" sales, with no dealers, at a discount of 25% off current MSRP prices.
"
Then once again it wouldn't MSRP , would it since AMW ( the M in MSRP) is selling it lower

"Offer ONLY the NEW AMWProX products as “Direct from Manufacturer” sales, and keep the regular AMW product line with the dealers at a 5% MSRP price increase?"

This is Totally up to the MFG. but in my opion just asking for trouble and confusion
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Post 07-09-2008 11:10 PM  #16
Just Jerry
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Quote:

Nobody likes paying more but ,you said it "you haven't raised your prices in 7 years" can any othe MFG. say that ?




U.S. Rockets had the same prices from 1972 to 1994. Inflation happened large 1979-85. Again later too 88-92. We had value added, and volume cost savings, and a rapidly growing market. AMW has the opposite on all fronts right now.

On the other hand I am the one suggesting he raise prices NOW.

Just Jerry
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Post 07-09-2008 11:47 PM  #17
dixontj93060
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Quote:
U.S. Rockets had the same prices from 1972 to 1994. Inflation happened large 1979-85. Again later too 88-92. We had value added, and volume cost savings, and a rapidly growing market. AMW has the opposite on all fronts right now.

On the other hand I am the one suggesting he raise prices NOW.

Just Jerry



Actually, active strategic price increases should occur on a regular basis and should have little to do with inflation. If a business is managed correctly, the right time to raise prices is typically in response to the competitive or supply environment. When a competitor goes out of business or is having trouble, and/or supply issues this leaves you in a favorable position. This is when prices should be adjusted upward and when new entrants/supply returns equilibrium usually floats upward. In the interim you have expanded profit margins in a tight environment when you are one of the few suppliers.
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Post 07-09-2008 11:58 PM  #18
JDcluster
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Increase the cost of the hardware by 10-15% while upping reloads 7-9%
I'd pay more for a top notch product don't use cheapo hardware!




JD.
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Post 07-10-2008 12:01 AM  #19
JDcluster
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Sell Gift card.......



JD
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Post 07-10-2008 12:13 AM  #20
Just Jerry
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Quote:
Actually, active strategic price increases should occur on a regular basis and should have little to do with inflation. If a business is managed correctly, the right time to raise prices is typically in response to the competitive or supply environment. When a competitor goes out of business or is having trouble, and/or supply issues this leaves you in a favorable position. This is when prices should be adjusted upward and when new entrants/supply returns equilibrium usually floats upward. In the interim you have expanded profit margins in a tight environment when you are one of the few suppliers.



I hear you. I experienced volume purchase savings, rapid customer and margin growth, rapid product line growth, rapid geographical growth, rapid cross-industry growth. The specific variables you cite while generally true, do not apply.

In fact I had a specific policy of price stability so the large margins would not be judged harshly by customers paying premium prices. AMW is experiencing the precise opposite right now.

They did make their own (ATF/TRA) bed and they do not have the vision or the juice to return to the heyday, but they do have one thing. Choice.

We will see.

I chose to use my "industry conditions" to buy essentially every company that ever went out of business to absorb their IP and inventory.

In the current market where dissolution is the norm, not start-up, that is a problem.

When Manness went under, I thought that was indeed the "turning point". Here is a guy who cares, has a valid business model, certifications, capitalization, and some sense of marketing. He failed.

I began a program of distance from the USA consumer market (initiated and forced by bad policies of TRA and NAR toward me).

It is getting worse. Hold on tight.

Just Jerry
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Post 07-10-2008 12:14 AM  #21
denverdoc
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An aside to the post, but as long as we are talking motors and discounts and since Tim is an AMW dealer:

Wildman--didn't I see a great deal for LDRS pre-purchases. I imagine there will be a news blurb, but IIRC pre-paid motor orders are 20 percent off list.

Now, and don't take this the wrong way, I wish you better luck in getting them there this year! Also look forward to the Wildman challenge if thats still planned.
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Post 07-10-2008 12:20 AM  #22
Just Jerry
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Quote:
An aside to the post, but as long as we are talking motors and discounts and since Tim is an AMW dealer:

Wildman--didn't I see a great deal for LDRS pre-purchases. I imagine there will be a news blurb, but IIRC pre-paid motor orders are 20 percent off list.

Now, and don't take this the wrong way, I wish you better luck in getting them there this year! Also look forward to the Wildman challenge if thats still planned.



My advise is to find a dealer (service specialist) you like and tip them like a waitress.

Jerry
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Post 07-10-2008 12:33 AM  #23
denverdoc
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Jerry,

Here in Colorado (this also applies to Utah, NM,and even Idaho on occasion) we are very fortunate to have the GLR rep, Tim Thomas , who besides being a rogue and a scoundrel and rocket loving all around good guy, carries CTI, AT and most recently AMW. Like the Wildman, the other Tim is a ROAD warrier extraordinaire and as if this wasn't enuf, kicks back a significant portion of profits into club coffers.

That's not to take anything from our previous CTI and AMW rep, Jim Amos, proprietor of Missile Works, who was always a pleasure to deal with.
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Post 07-10-2008 12:39 AM  #24
Steve_Shannon
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Paul,
I don't know what the best answer is to a stagnant market and rising costs, but I know that dropping the quality of your hardware will just make your cases less attactive to me.

I like to go to large launches and try different motors. If you don't make it possible for your dealers to stock your cases and your product (possible = profitable) then they won't and I won't try them. So do what you can to treat your dealers right.

Sometimes the best thing you can do is the least intuitive. Cadillac convinced non-Cadillac owners to buy Caddies by making a big thing out of telling Cadillac owners how smart and affluent they were to own Caddies. Many people who wanted to be perceived as smart and affluent bought Caddies as a result. If you make motors that stand out from others, then the price becomes much less important. You may sell fewer motors, but a higher profit margin and less sunk costs might make that a better deal for you.

One thing I have always wanted is for all the snap ring case motor makers to standardize motor sizes and approve each other's cases for your reloads so that we, the flyers, can minimize our snap ring hardware investment. That would free up more money for reloads and make it easier for you to get more customers.

I'm looking forward to flying some of your motors at LDRS. Good luck with your business decisions.
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Post 07-10-2008 12:43 AM  #25
Just Jerry
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Quote:
If you make motors that stand out from others, then the price becomes much less important. You may sell fewer motors, but a higher profit margin and less sunk costs might make that a better deal for you.



Steve is a genius.

My name is Jerry Irvine
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Post 07-10-2008 03:36 AM  #26
rrocket
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Thanks All that have replied so far.

This is very helpful on a number of counts.

Number one, it serves to educate the consumer, that the manafacturer is looking for ways to make things more affordable., especially in these trying times.
Without the Customer there is NO Business!

It also helps dealers realize what the customers also think.

Please keep this dialog open.

Another Idea.
Would it be unfair to dealers, If I as a mfg. were to offer a limited special direct from the Mfg. and offer the same low price special to the dealer at the same price. I would of course cover his shipping expense.

Example; Cut the price on a product significantly.(Hardware for instance) Use it as a tool to expand dealer sales for propellant etc.

In other words, expect Dealer particapation,share the temporary loss of profit for the benefit of the customer.

Perhaps something like I did with the Buy 3 loads get a free hardware set??

What would you the customer like?
Thanks Paul
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Post 07-10-2008 03:52 AM  #27
rrocket
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Most original certs were done with plain unanodized hardware.
I even used some welded tubing on one occasion.

I did not like the fit, nor the ability to guarantee that a nozzle today would fit one in 3 years..
Plus durability became a big issue.
I also can run my casings harder if I chose.
And unless the Mfg. messes up, most of my liners fit!

I also have the lowest "failure rate in the industry"with my main line of products 54mm and up.
Nobody has a better 98mm casing!!

If you look at some of the clones, volume for volume I generally have a larger total NS delivery.
More NS for the dollar.

The new system I will be employing with the AMWProX 54mm stuff will make clean up and assembly a piece of cake.(Place a value on your time!!)

Yes it will cost a few NS, and a few more dollars, but they will reflect todays pricing, and a disposable nozzle.

One added feature for all you EX people is that the single use nozzles, well they actuall can be reused.
So future flyers, you now have a disposable part that can be recycled for a few $ offset

Oh and I am looking at some propritory nozzle materials that should be able to be used in this same hardware system for Max performance.
They will be a separate piece for sale, in the future.
Thanks Paul
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Post 07-10-2008 03:54 AM  #28
rrocket
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Thank You Jerry

Paul
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Post 07-10-2008 03:56 AM  #29
rrocket
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Sorry Guys, I forgot to hit quote??
Paul
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Post 07-10-2008 03:58 AM  #30
rrocket
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Quote:
King Camp Gillette made a small fortune giving his razors away and selling the blades. Good strategy.




Darrell
Can you somehow do a tally meter,(ops that sounds too much like a tally Wac...
Paul
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Post 07-10-2008 04:11 AM  #31
rrocket
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Quote:
Paul,
I don't know what the best answer is to a stagnant market and rising costs, but I know that dropping the quality of your hardware will just make your cases less attactive to me.

I like to go to large launches and try different motors. If you don't make it possible for your dealers to stock your cases and your product (possible = profitable) then they won't and I won't try them. So do what you can to treat your dealers right.

Sometimes the best thing you can do is the least intuitive. Cadillac convinced non-Cadillac owners to buy Caddies by making a big thing out of telling Cadillac owners how smart and affluent they were to own Caddies. Many people who wanted to be perceived as smart and affluent bought Caddies as a result. If you make motors that stand out from others, then the price becomes much less important. You may sell fewer motors, but a higher profit margin and less sunk costs might make that a better deal for you.

One thing I have always wanted is for all the snap ring case motor makers to standardize motor sizes and approve each other's cases for your reloads so that we, the flyers, can minimize our snap ring hardware investment. That would free up more money for reloads and make it easier for you to get more customers.

I'm looking forward to flying some of your motors at LDRS. Good luck with your business decisions.




I have tried this to some degree with another mfg. He was not able to hold the QC my customers and I expect. I ended up replacing more cases than I cared for, as it reflected on me not him.
Since he doesn't use the same quality of tubing,that I supplied, I had little recourse.

I would gladly entertain this, if the other MFG's of snap ring motors "steped up" to the same Quality.
This would also have to apply to not only hardware, but obviously propellants, due to warantee issues.
Paul
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Post 07-10-2008 04:19 AM  #32
rrocket
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None Re: AMW seeks input from hobby rocketry enthusiasts
Quote:
Does this pricing structure reflect reloads or cases or both?



I was trying to tie it across the board.
I would like to be able to drop Most ALL th prices some.

I wanted dealers to accept a little less profit, and pass the savings directly to the customers. More sales, more opportunity for Fresh Blood.D

Motor Mfg's are limited to what products they can sell.
A dealer has Many More products to offer.Hence more sales.

I don't believe the dealers cost have increased in proportion to the mfg's.??

That may be my fault for not having raised prices earlier??
Thanks Paul
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Post 07-10-2008 08:40 AM  #33
Sono_6
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Quote:
King Camp Gillette made a small fortune giving his razors away and selling the blades. Good strategy.


As did Polaroid before the advent of digital cameras......

I fully support the 'buy 3 loads, get the hardware' option.
Give fliers a "taste" and they'll be back for more.
(Personally I think that APCP should be regulated by the FDA, or the DEA..)


Paul,

1) Don't market an inferior product.

The bad rep will come back to bite you in the butt.
Even if it's something as seemingly insignificant as bad anodizing. (unless you market it as a "feature" )

2) Stand by your dealer network.

By competing with them you are undercutting their meager profits that are already being eaten up by increased fuel costs etc...
They are the ones that are out there "pressing the flesh" and my loyalty is to not you, no matter how much I might like you or your product.
You have some great people that represent your line, and I want to support them.

If you go to "manufacturer direct sales" as suggested in #5 above what happens if I spit a motor or want to 'step up' while attending a launch?
How do I buy a case/closure/nozzle/liner/load on site @ a brick and mortar trailer?

In response to #6:
So you would keep dealers from carrying the 'latest and greatest' of your product line?
Would this mean that AMW dealers would carry only the existing "zoo" and that AMW/CTI would have 'knobby' motors that fit the ProX cases for sale, but only 'factory direct'?
(Perhaps I am misinterpreting your question.)?

Pricepoint is a factor that makes your product so attractive, but costs go up and you need to turn a profit.
$ per Ns delivered figures into the equation but isn't going to make or break my sale.
So do what you have to...

Just my 2c,
Jim
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Post 07-10-2008 09:13 AM  #34
Chris Short
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None Re: AMW seeks input from hobby rocketry enthusiasts
Quote:
As did Polaroid before the advent of digital cameras......

I fully support the 'buy 3 loads, get the hardware' option.
Give fliers a "taste" and they'll be back for more.
(Personally I think that APCP should be regulated by the FDA, or the DEA..)


Paul,

1) Don't market an inferior product.

The bad rep will come back to bite you in the butt.
Even if it's something as seemingly insignificant as bad anodizing. (unless you market it as a "feature" )

2) Stand by your dealer network.

By competing with them you are undercutting their meager profits that are already being eaten up by increased fuel costs etc...
They are the ones that are out there "pressing the flesh" and my loyalty is to not you, no matter how much I might like you or your product.
You have some great people that represent your line, and I want to support them.

If you go to "manufacturer direct sales" as suggested in #5 above what happens if I spit a motor or want to 'step up' while attending a launch?
How do I buy a case/closure/nozzle/liner/load on site @ a brick and mortar trailer?

In response to #6:
So you would keep dealers from carrying the 'latest and greatest' of your product line?
Would this mean that AMW dealers would carry only the existing "zoo" and that AMW/CTI would have 'knobby' motors that fit the ProX cases for sale, but only 'factory direct'?
(Perhaps I am misinterpreting your question.)?

Pricepoint is a factor that makes your product so attractive, but costs go up and you need to turn a profit.
$ per Ns delivered figures into the equation but isn't going to make or break my sale.
So do what you have to...

Just my 2c,
Jim


I like the stand by your dealer network part.
Chris Short is offline 
Post 07-10-2008 09:16 AM  #35
gregm
Spewing negativity!! :)
 
Joined: May 2007
Posts: 93
 
None Re: AMW seeks input from hobby rocketry enthusiasts
Price increases are inevitable, do what is necessary to maintain your current level of service at a minimum.

Whatever you do, under NO circumstances should you alienate or otherwise negatively affect your dealer network!!!!

A price increase can be handled by the dealers far easier than taking away products their customers have come to expect they will carry.

Wildman also makes an excellent point. It is none of the manufacturers business what discounts a dealer offers!
gregm is offline 
Post 07-10-2008 09:57 AM  #36
Just Jerry
Freeform rockets advocate
 
Joined: Aug 2006
Posts: 1249
 
None Re: AMW seeks input from hobby rocketry enthusiasts
Quote:

I would like to be able to drop Most ALL th prices some.

More sales, more opportunity for Fresh Blood.D

Thanks Paul



Paul you are not sufficiently educated in either marketing or rocketry history. You will not gain substantial new customers by simply lowering prices. In fact you will gain few, and lower revenue.

The problem you have is you are in an increasingly REGULATED market, the customers for which are being SCARED AWAY. Pricing will not fix that no matter how hard you click your heels and wish it.

I have posted a bunch of immediately practical suggestions to online forums to improve CUSTOMER access to both MR and HPR. The CLUBS have a