BROTHER BURK

Two words for you: Amen, brother.

Gordon Carlon
San Diego, CA

MISDIRECTION

Sorry, but I must disagree with you. I wanted to take a video of Tate Branch's run and asked the people if I could go up the stairs and shoot the video and then come right back down. I was told the you are not permitted in those seats without the proper ticket. Even though Mr. Stange supports the sport, why should he expect special treatment? Most sponsors buy passes that get their customers they "entertain" good views and shots.

It at least shows the people at Route 66 were not playing favorites. Most of the ushers working there are not into who is who in the sport and are told to do their job. What would have happened if the people that the seats they would have sat in, came up and raised hell about it? The usher loses his job. Sorry, but if Mr Stange would have contacted someone further up the food chain at NHRA and Route 66, I am sure he would have been taken care of.

Sorry, but I did not see the letter or it's content, so if I am speaking of something I do not understand, forgive me. Rumor mill out here is that NHRA is talking about dropping Route 66 from iTs schedule totally! Stay tuned for "As the World Turns."

Dennis Rasinski
Crete, IL

P.S. When the ushers were talking to each other, I snuck up and got my vidEO! Old age and treachery outdo youth and exuberance!

THE OTHER SHOE

Several years ago at the nationals I was treated very rudely by one of Bob Stange's employees. I felt so badly about the way I was treated that I wrote Bob a letter to let him know unless Strange Engineering was the only manufacturer of the part my dollars would be going elsewhere, and have ever since. I never received a letter back or any response regarding my complaint. Which told me my purchases with Strange Engineering did not hold any importance to them. So my business went elsewhere.

I agree with many of your comments on how customers are treated by the sanctioning bodies and other motorsport businesses including the one Bob Stange is the principle of. Many folks in business do not have vision short of the bottom line that is what separates great companies from good companies.

NHRA and Strange Engineering are good companies, but they are not great and won't be until they begin to focus on greatness. Please pass this question along to Bob Stange: Bob how does it feel? I know how it felt several years ago at the nationals. sorry you had to experience from NHRA what I did from Strange Engineering. Hopefully it will open your eyes and have look into your own company and ask yourself have anyone on my team ever committed the same foul? Strange Engineering builds great components but because of how I was treated I have ever since paid more for equal or less quality. Really it is a shame, as all it would have taken was a note or call saying, "Sorry you were treated that way. I will make sure no customer ever has to go through what you did."

Thanks.

Don Turk

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Jeff, a great article; sadly I've also let both my NHRA and GOODGUYS memberships lapse because of very poor past customer relations. I won't keep away from the races at Sear Point or Bakersfield, though, as doing so would deprive me of what I go for: the cars, sights, sounds, smells, etc.

I've worked in Purchasing/Operations in the Silicon Valley for 35+ years in the high tech and defense industries; lack of, or poor quality customer-service is an all-too common occurrence on a daily basis when dealing with suppliers, customers, and company management.

It's symptomatic of a larger problem, but answering all the why's of its occurrence would probably take a college-level term-paper to adequately address.

Glad Bob and Jeff Stange are "above it all" and will continue the wonderful and generous support to the sport of drag racing, without letting a few insensitive, untrained "corporate wienies" sidetrack them from their focus and mission.

Our company has some corporate philosophies; in fact, our yearly reviews (and final raises) are benchmarked and graded in finite areas where we've shown concrete examples of the following. "World-class performance, close-to-the-customer, and mutual trust and respect."

Sounds like the NHRA, from top-to-bottom, needs the same training and embracing of these philosophies.

Regards,

Phil LeBrun
Santa Clara/Newark, CA