Sandy's Soapbox

November 2009 - “Thanks for complaining!”

As we begin to tally the results for October, it becomes clear that this will be a very good year for NAA, as it doubtless will be for most in the firearms and ammunition industry.  Actually, it was clear several months ago and most people have read the litany of media reports indicating the same.  Particularly in the face of such otherwise gloomy economic circumstances, the success that our industry is enjoying is extraordinary.  Whether it be a general sense of anxiety caused by a change of control in the government or by a more individual sense of fear that an unemployed, despondent, hopeless society is not a polite society, demand for firearms has been a record levels in 2009.  And it’s our job, as a business, to satisfy that demand as best we can.

Unfortunately, I still hear complaints that some are having a difficult time finding our products.  Be it for Pugs, Earls, Guardians or any other item in our line, our ability to supply has not yet been entirely adequate to address the demand.  We have every expectation that market conditions will “normalize” early next year.  In the meantime, during the course of this year we have made substantial investments in machines, fixtures and tooling and other processes that have both increased the capacity of our plant as well as improved the quality of the product we are delivering.  Tolerances are tighter, finishes are better, process repeatability has improved, all of which contribute to making a more consistent and more reliable product.  Notwithstanding, I hate complaints about lack of supply.  I continue to offer my assurances that we are making as many good guns as we can and that, one you get the NAA product you’ve wanted/ordered, you’ll feel the wait was well worthwhile.

I love, however, complaints about how/where we’ve screwed up.  While my team and I are flattered when we receive compliments, complaints give us actionable items/issues to address.  We’re always trying to do/get better and your complaints help give us a better sense of where we should focus our attention.  You can complain in any of several forms; you can call the factory (800-821-5783) and ask for the individual by name (you’ll find a list of most of the people you might want to talk to at http://www.naaminis.com/contact.html ); depending on that person’s availability, you may be asked to leave a message.  Or you can send an email to the person (the contact page has a hotlink to each person’s email address); every employee is expected to respond promptly and thoughtfully to every email (s)he receives.  Or you can make an entry on our Message Board http://www.naaminis.com/cgi-bin/discus/discus.cgi where you’re invited to share your remarks and experiences, good bad or otherwise to the entire NAA community.  You’ll find that we publish – unedited – any and all posts that are made and while the factory rarely responds to those posts, many of us (most particularly myself) review virtually every post that’s made.  I never cease to be amazed by the wealth of experience and generosity of our Message Board regulars who offer a wide range of tips and advice.  Last, but not least, you can address your complaint directly to me, either by phone to my office in Philadelphia (610-940-1668) or by email to Sandy@NorthAmericanArms.com; I will timely respond to every message I get, and that’s a guarantee.  I’m listening.