HOW IMPORTANT IS CUSTOMER SERVICE TO YOU?

Bruce Fowler

Well-Known Member
Jul 28, 2018
2,363
4,797
California
I wanted to start this new thread with an invitation for both customers & shapers to chime in on this subject.

As a starting point, I am providing you with a REAL interaction I have had this week with a member considering a new surfboard for himself.

For those of you that have interacted with me either by considering or ending up ordering a board, you know that I am dedicated toward taking the time to provide you with the info you need to make an informed decision toward your next surfboard, whether it ends up being one of mine or not.

Hope this works.........
Hi Bruce,

I may be in the market for a new board, and was hoping to get your take on it.

I am looking to replace a 7’10 Mabile Honey Badger that was on loan from a friend.
I currently have some feelers out for a used one on Jamboards, but have also been considering having something done custom.
I am familiar mostly with the stokers and some of the other bigger guy short boards you have done for surfers in the NYC area, as well as your ongoing advice to users on Jamboards Your take usually makes too much sense, so I thought I’d reach out and start a convo.

I really clicked with the Badger, its drive and flow, but def. felt it was a bit oversized for me, especially when trying to drive the rail on my backhand for cut backs, top turns etc. Im sure some of it is technique, or maybe all of it, but seemed more difficult for me than other boards

I was surfing it with a larry allison 9” flex fin on softer mushier days and waves, and switched that out with a 8.5 frye on lined up hollow beach break days.
Either way, I rode it with its little side bites, Seemed to go well both ways.

Im 6’0 200ish in shape pounds, early 40’s, usually in the water 2-3 days a week.

I surf all over the northern east coast, NJ up to Maine, but mainly NYC, northern RI, and outer Cape Cod.

I have a pretty full quiver of other boards from 6’0 to 10’0, but this had become my go to in the softer RI waves on anything waist to head high.

Hope I’m not rambling too much, just trying to give you a good feel for what i’m looking for

Hop you are well, and look forward to hearing from you

Brian
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The Honey Badger is definitely a solid design that appeals to surfers that want a more familiar experience if their roots stem from learning on a longboard or single fin surfboard.

HB follows the classic design concepts that those of us riding single fin shortboards thru the 1970's became so familiar with as the go to board of that era.
Thickness over the chest area for paddling, pulled in tail for hold, the bulk of the board in front of your tail riding stance that gets hurtling along after a few good pumps and turns. This type of surfboard is exactly what I, and many others rode at Rincon, The Ranch and other better quality lined up breaks along the Pacific coast.

I have made many of these boards over my long career as a shaper.


The "New Machine" is a very different kind of ride. To be honest, the Anderson SVM is closer to the HB than what I have evolved what I now call "NVM". The Anderson is just a knock off of the G&S Gypsy first shaped by Mitsven in 1970. Inside of two years, nearly every label had some version of that popular design:
Nose & Tail Width about the same w/Wide Point @ Center or slightly forward.
Nose Rocker 4" to 5"
Tail Rocker 1-3/4" to 2"
Flat Bottom with slight Vee in the last 1/4 of the Tail
Soft forgiving Forward Rails either 50/50 or 60/40
Hard Tail Rails for Speed & Release.

I was incensed that Rostoker (Stoker's real name) claimed he had created such a utility, well known design from the early to mid 70's. I felt it was a blatant attempt to hijack surfboard design history.

What about the New Machine?
Over ten years of doing the SVM's a very sophisticated, extremely user friendly surfboard has evolved that, IMHO ,is vastly superior to the early design - including the SVM's I shaped.

The reason why I continue to have a high percentage of return customers and quiver builders is because the boards work with a high degree of accuracy of my design intentions and what my Model Descriptions promise.

W/O any disrespect to the Honey Badger or other Round Pin designs..... designs that I find very appealing to the eye btw...... I have no doubt in my mind that my New (V) Machines paddle into waves earlier with less effort and that NVM's are faster right from the takeoff and just standing on the board aka Straight Line Trim Speed.

What about that wide tail?
The big surprise for guys getting on the NVM's is that the Uber Thin Foiled Tail block and Deep Panel Vee turn rail to rail like a narrower tailed surfboard. This was a design feature that I intentionally built into the NVM's.

Conventional wisdom is that narrow surfboards go rail to rail faster than wider surfboards. Wider surfboards inherently have more drive. Narrow boards have to be pumped frequently esp. in soft surf to carry their speed and stay up on a plane. It's a one-two-turn! one-two-turn! otherwise they bog down and sink in the water.

Not so with wide boards. They plane up early because the increased surface area generates more lift w/o the need of constant turning or hopping up & down on them.

What about the NVM rocker?
I built into the design what I term a "2 Rocker System".
We know that flat/straight is fast but not maneuverable.
Curvy is easy to turn, but slower unless you work the speed out of it.

Can you have both?

The answer is YES.

When do you need MORE ROCKER?
When you TURN.

My design combines Fast Flat Centerline Rocker with Generous Rail Rocker to give you the best of both worlds. The wide tail gives you a Ton of Horsepower for superior paddling, early entry into waves, fast Straight Line Trim Speed, this allows the boards to Carry their Speed thru Turns & Cutbacks improving most surfers riding experience.

They do this better than Round Pins & because of the tail redesign, they turn quickly rail to rail like a conventional width surfboard. So you get the best of both worlds & then some. The net result is an increase in hull speed, the board's ability to maneuver easily while sticking to the wave face with lots of stability and not bogging down where a narrower board would.

Still, surfers frequently have preconceived notions, and make judgements based upon looks versus physics and sound design criteria.

Here's a recent email from a guy that was always wondering about the boards & his first hand experience, including the concern over the width of the tail.
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Craig Owings <rncraig
I0X05dDxpDvv2rZpMXlrbmy24gZg77zu4Ql_7IKBPSrx-X15wEW4wTvVyc1P_o0T288Up2W6ABQRpBfIURT0ddk8oH5yQCA=s0-d-e1-ft
Sun, Jul 5, 5:38 PM (13 days ago)

I0X05dDxpDvv2rZpMXlrbmy24gZg77zu4Ql_7IKBPSrx-X15wEW4wTvVyc1P_o0T288Up2W6ABQRpBfIURT0ddk8oH5yQCA=s0-d-e1-ft

I0X05dDxpDvv2rZpMXlrbmy24gZg77zu4Ql_7IKBPSrx-X15wEW4wTvVyc1P_o0T288Up2W6ABQRpBfIURT0ddk8oH5yQCA=s0-d-e1-ft

I0X05dDxpDvv2rZpMXlrbmy24gZg77zu4Ql_7IKBPSrx-X15wEW4wTvVyc1P_o0T288Up2W6ABQRpBfIURT0ddk8oH5yQCA=s0-d-e1-ft

Hey there,

Picked up a used 6’6” that had a little fin box damage and stress cracks from impact - and fixed it up. Been wanting to try one of your boards for a while. Saw DeNicola ripping on a 6-8 few years ago.

It doesn’t say any sort of model name.

Rode at San onofre a week ago and churches today. First day I was floored at the speed and responsiveness. The tail scared me visually. But it turned like a normal width tail.

Told a couple friends about it. Today the friend I surfed with looked at the tail and I told him it doesn’t surf like it looks. He saw me on a wave and was like “ok, you blew me away at how that board turned!”

It’s amazing how short and agile it Surf’s.

Craig
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I think his account speaks volumes.
At your weight you could ride anything from a 6'6" up and feel in the zone depending upon the amount of turning & glide you desire. Here's a short clip depicting how maneuverable a 6'4" is on some decent waves:
https://www.instagram.com/p/BWxh6sIA6rD/

Ultimately YOU are the customer and YOU decide what ride experience you are seeking. I've given you some food for thought as to what my boards offer that are different than other rides being offered out there. I make LOTS of different rides, including Round Pins, Fish, Longboards, Funshapes, Eggs............ anything you can imagine, I can make............ I've had guys want a V Machine Bonzer, and I studied Malcolm's stuff then went about making the customer his board. My mantra is "Never take the Custom"out of Customer".

I am always happy to answer as many questions as you may have when seeking what surfboard might be right for you, or a design you might be interested in adding to your quiver. My reward is having happy customers that enjoy the vehicles I provide to heighten their experience and hopefully improve their surfing....... not a wham, bam, thank you ma'am kind of approach. That's not me.

Your satisfaction is acknowledgement of a job well done.
That's my ultimate reward.
BF
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Note: Craig just attached this clip on my FB page........... he's adding a BFV8 to the mix...... after watching this, I think he'll probably be ripping Church and Trestles on it.

 
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Bruce Fowler

Well-Known Member
Jul 28, 2018
2,363
4,797
California
The previous post had to be trimmed to fit the 10K character limit but the essentials are all there.
Customer Service, at least in my book, is sometimes demanding, but an important part of the purchasing process commonly missing in this day & age.

How do you feel?

Let us know!
 

kcl

Well-Known Member
May 23, 2018
1,520
2,890
L.A. County
The level of detail and collaboration involved with surfboard-related customer service feels paramount to an enjoyable finished product - doesn't feel like many Jammers are "grab a CI/Firewire/Lost off the rack" kind of people, so the communication from ideation to completion is as integral as anything else.

Just look at Pavel's track record, or what seems to now be Hilbers, and there's the other side of the coin.
 

T-Bone

Active Member
Apr 7, 2005
511
174
USA - Beachwood, New Jersey
To me Customer Service is very important, and plays a very important role. I will always tend to go/work with someone who I feel offers good service and communication, as opposed to a “here it is, take it or leave it” approach. I appreciate good service, and think it is worth the effort.
 

Sax-son

Well-Known Member
Nov 23, 2019
1,800
2,319
High Sierras, CA
It's ok to give the customer what he wants, however most good shapers are usually good surfers as well. Their experience in the water should mean something and a good shaper might warn a prospective customer that what he wants may not translate into performance. That is what I liked about Greg Liddle, he was willing to build you what you wanted so long as it didn't defy logic of what he thought translated into a good performing surfboard. He would turn you down based upon his reputation and drawing a line in the sand.

I once tried to get him to build me a vintage version of the late 60's Yater Spoon. I wanted a 9'8" and he said that the longest he could build was a 9'0". I asked why, and he said based on the Clark Foam blanks at the time, the rocker wasn't correct for that model at that size. He could make one at 9'0" but not 9'8". I was disappointed, but thankful of his honesty for turning me down because he didn't think it would be a good surfboard and at that time he was right.
 

Bruce Fowler

Well-Known Member
Jul 28, 2018
2,363
4,797
California
It's ok to give the customer what he wants, however most good shapers are usually good surfers as well. Their experience in the water should mean something and a good shaper might warn a prospective customer that what he wants may not translate into performance. That is what I liked about Greg Liddle, he was willing to build you what you wanted so long as it didn't defy logic of what he thought translated into a good performing surfboard. He would turn you down based upon his reputation and drawing a line in the sand.

I once tried to get him to build me a vintage version of the late 60's Yater Spoon. I wanted a 9'8" and he said that the longest he could build was a 9'0". I asked why, and he said based on the Clark Foam blanks at the time, the rocker wasn't correct for that model at that size. He could make one at 9'0" but not 9'8". I was disappointed, but thankful of his honesty for turning me down because he didn't think it would be a good surfboard and at that time he was right.
I agree with Greg's thinking.
When I first started out, I built some customs that others wanted and ordered, but the harsh reality is, if it doesn't work, it has YOUR name on it and you receive 100% of the blame unless the person that contracted you has impeccable integrity.

As I became more knowledgeable, I realized it was more important to shape what you believe in and can deliver rather than worrying about losing an order here and there if you refused to make something because you honestly believed it would not work.

The truth is, I can shape anything someone's mind's eye can envision, whether it works to meet their expectations is an abstract for the same reason I can't tell you how much you feel pain when you hit your thumb with a hammer.

I've diplomatically 'educated' some would be designers in my day to deliver them a ride along the lines of what their verbiage indicated they were aspiring for while not compromising myself as a designer and a craftsman.
 
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Sax-son

Well-Known Member
Nov 23, 2019
1,800
2,319
High Sierras, CA
A
I agree with Greg's thinking.
When I first started out, I built some customs that others wanted and ordered, but the harsh reality is, if it doesn't work, it has YOUR name on it and you receive 100% of the blame unless the person that contracted you has impeccable integrity.

As I became more knowledgeable, I realized it was more important to shape what you believe in and can deliver than and lose an order here and there if you refused to make something you honestly believed would not work.

The truth is, I can shape anything someone's mind's eye can envision, whether it works to meet their expectations is an abstract for the same reason I can't tell you how much you feel pain when you hit your thumb with a hammer.

I've diplomatically 'educated' some would be designers in my day to deliver them a ride along the lines of what their verbiage indicated they were aspiring for while not compromising myself as a designer and a craftsman.
All shapers have to start somewhere and it's kind of like cooking up your first batch of pancakes, not all will turn out well. However, like you have said if it has your name on it, it's your reputation. We are all entitled to some mistakes and those who keep at it will do better and better. I have had relationships with a couple dozen shapers over the years and the vast majority always got better and better at their craft, I don't know a one that either stayed the same or regressed. Some just got tired of doing it and dealing with surfer mentality and moved on to something else. However, I think there is a much greater respect for good surfboard shapers now than ever of the past.

When I first started surfing, you may have considered a certain brand of surfboard, but you never really gave it much thought of who shaped it. That never really entered anyone mind nor did we really know who these people were. I always thought that Dewey Weber shaped all of his boards. It was only years later that I found out he had a crew of shapers as did Jacobs and Bing surfboards.

This is more of a modern day respect thing where surfers are actually looking at their equipment in more of a craft artistic appreciation. I think that is a good thing. For those who have been slugging away at it for years, they are probably thinking "it's about time".
 

Bruce Fowler

Well-Known Member
Jul 28, 2018
2,363
4,797
California
Here's another customer that is relative to what we are discussing:
----------------------------------------------------

Hey Bruce, Wilson here, formerly of Mollusk SF (circa ‘13-‘15). Not sure if you'd remember me, but we sold a lot of V-Machines in my time there, and I finally want to get one for myself! I just wanted to check in and figure out all the basics from you as far as price, time frame and most importantly sizing.
So my stats: 39, 205lbs, intermediate skill level and full weekend warrior status now due to work, living in Oakland and a having baby on the way. I really want every surf session I get now to matter and wave count is my top priority. I’m primarily surfing OB SF or Linda Mar in Pacifica, so beach breaks differing in size power and quality. The ability to still duck is definitely a plus. I really plan on making this board my “one-board-quiver”, with the exception of full on logging days. I’ve been thinking about a 7’0, but am very open to your expert opinion. My current go to is a 7’4 Larry Mabile Honey Badger with a twinzer setup (kind a smaller glider style board). I like it a lot, but am really searching for something that’s going to give me lots of speed right out of gates, something that is always lacking in my own surfing, and I’m thinking a wide tail board like the v-machine might be the answer.

Anyway, let me know what you think! Your boards are looking great and I’m stoked to start the convo on finally getting myself one!
 
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