Suggestion to SpyderLover Vendors

[2Paw]

Communication is the key to Good Service

Good service is a perception. I have found that if you communicate with customers what is happening, and are honest with them, so that they know what is going on, it impacts their perception of service in a positive way. It is a matter of expectations. As long as the expectations are met your customer gets good service, Just MHO from someone who has been in service related occupations all his life. The selling and shipping of a product is still a service, so in a way every one of us is in the service business. Again just MHO.

 

[Bob Denman]

Joe...
:shocked: Do you feel better now? :shocked:

 

[Cruzr Joe]

Good service is a perception. I have found that if you communicate with customers what is happening, and are honest with them, so that they know what is going on, it impacts their perception of service in a positive way. It is a matter of expectations. As long as the expectations are met your customer gets good service, Just MHO from someone who has been in service related occupations all his life. The selling and shipping of a product is still a service, so in a way every one of us is in the service business. Again just MHO.

Excellent point. :agree:

Cruzr joe

 

[Bob Denman]

Joe, that long explanation wasn't necessary. You should have just said....

Shut up! ...I keel you!

 

[JerryB]

Hi Cruzr Joe,

Re: Also you might take note that this thread was simply a suggestion to vendors as to how to make customers happy.

All suggestions are accepted.

IMO a good business is one that keeps their customers informed. Communication is the answer. If you ( the seller ) thinks it will take 6 weeks to get the product shipped, then tell your customer. IMO they will always find that OK. Then they ( the customer ) can make a decision as to go elsewhere with their business or wait the 6 weeks.

For me; all of the stuff that I design, make & sell is custom-made for that customer. That is why I cannot have it in stock, ready to ship that day.

And I've spent my time in the trenches of being on the receiving end of poor customer service.

In today's world,my biggest b**** is the CONTACT US that goes into the black hole of nowhere.

The above opinions are worth what you paid for them. :joke:

Jerry Baumchen

 

[ARtraveler]

Every one has good points.

Customer service should be the prime objective from all vendors.

In a past life, I ran a retail leather goods and mail order store for over 29 years. In the early days, mail order was the backbone of our business. 99.99% of my orders were shipped out the same day as received. Phone orders, were usually filled within an hour and they went out the door if before 4:00 PM. UPS pickup time for us.

That said, things do happen. Supplier out of stock. Store out of stock. A rush happens in the store and mail order processing must stop. There was usually myself and one employee to do everything. Pre-computer days.

When we could not complete an order, the customer was notified immediately about a potential delay. That's what the phone was for. Pre-computer days of course. IMO: notifying the customer was important to avoid them getting mad. If they know what the status is, then, in most cases all is well with the world.

RE: SL We have seen a few vendors come and go over the years. We seem to hear less and less about those that do not offer great customer service.

I always try to use SL vendors first when possible. I have had good results from all I have dealt with. I have only one instance where I communicated a question and it was never replied to. I bought the product elsewhere that time.

We seem to have some great products and vendors on SL. :yes::yes:

 

[PW2013STL]

I also have had great service and communications from all the vendors on Spyderlovers that I have ordered from. Just today I ordered the KOTT grills and missing belt guard from Spyderpops and within 1/2 hour of paying I received the shipping notice. :yes:

 

[ARtraveler]

I also have had great service and communications from all the vendors on Spyderlovers that I have ordered from. Just today I ordered the KOTT grills and missing belt guard from Spyderpops and within 1/2 hour of paying I received the shipping notice. :yes:

RE: KOTT grills. You can probably expect delivery later this PM. :roflblack::roflblack: Spyderpops is fast and the grills are GREAT. :thumbup:

 

[Gray Ghost]

I am a vendor of services rather than product so I don't have a dog in this fight. But I will throw my opinion in.

All of us like great customer service, and most of us like farkles. As has been mentioned before some of the folks who offer neat goodies here are a small time operation. I personally appreciate the folks who have taken the time to come up with some good stuff to modify our Spyders. If that means that they have to custom build the part as it is ordered then I am fine with that. The suggestion that they just get out of the business just means that the farkle is not available anymore.

One thing that has not been mentioned is that most of us travel at some point in the year, whether business or personal. For the small one person shop they may be in place where the means of responding is not available. And of course if they are at a family reunion somewhere they probably won't have any stock with them to ship out.

 

[jcthorne]

Just a bump to say I agree with Cruzr Joe's complaint.

I am currently dealing with one of our vendors on a product that was represented as available and ordered Nov 24th. Now looking doubtful it will be here by Christmas.

If the product is not in stock SAY SO and what the expected delivery TO ME is. Just be upfront. Also some of our vendors are not US based and just adds to the shipping frustrations when not disclosed up front.

I'll let this run its course before disclosing the vendor's name here but I am not real happy right now. Guess I should go gift wrap the paypal reciept....

 

[Bob Denman]

:shocked: I hope that it gets here in time; good luck! :thumbup:

(Got the same thing going on here, with one of the gifts that Santa ordered for the Missus... :gaah