02-25-04, 02:37 PM | |
VF Supporter
Join Date: Nov 2001
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Volume maybe
Hi Alta. I've been giving this matter some serious thought lately and I'm wondering if volume does play a role, and in some cases, the newness (not sure if it's a word) of a company plays into this matter.
I just had a great experience with Anthony at Good Times. Initially, I emailed him to ask if my Firm order went through OK. During one of my emails with him, I told him that he helped me out with another company (who works under the Good Time umbrella) when Best Buys online refused to help me. Anthony was great. The item was on backorder and about a month later, I received the item. But, I didn't preview the DVD until months later. Well, I ended up the wrong DVD again and was too embarrassed to email Anthony because had waited so long. Monday morning a box came from Good Times and inside the box was the right DVD. He had shipped the package overnight air via UPS.
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Laughter is the best medicine. Have you had your daily dose? Walking is Nature's Prozac! Don't let anyone judge you! It's your workout. Sylwia Don't Compare Yourself to somebody else. BE YOUR BEST! Chalene Johnson A Spark of Hope In memory of: Michael Sparkman October 11th, 2001-October 21st, 2008 Hope Fimiani August 26th, 2006-October 13th, 2008 |
02-25-04, 03:25 PM | |
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Join Date: Jan 2003
Location: Westernport, MD
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Alta, I had a good experience with Rich too from BodyWedge, they accidentally sent me another wedge and DVD and when I emailed to tell them about it he graciously (sp?) told me to keep the extra set as a gift. I highly recommend his company too, it's nice to have competent ppl for change
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Bonnie John 16:33 I have said these things to you, that in Me (Jesus) you may have peace. In the world you will have tribulation. But take heart; I have overcome the world." |
02-25-04, 03:28 PM | |
Join Date: Nov 2001
Location: Ohio
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Thanks for a positive post! Good service is so important.
However, the true test of good service is when there is a problem. Service tends to be better during the exchange of money and product. When there is a bump in the road (scratched DVD, lost package, etc.), you learn a great deal about the company you are dealing with. |
02-25-04, 03:39 PM | ||
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Join Date: Nov 2001
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Quote:
Alta, I do believe that it's the director that can make or break a company. I bought the Bodywedge and Rich was great to me also. Other good examples of a good director are Christi Taylor and Donna Read. Christi has made good on her defective DVD and Donna is in the process of making good on her defective DVD. Even though Hollywood Trainer finally came through, the fact that they ignored two long distance phone calls and my emails for weeks, left a bitter taste in my mouth. My abs DVD is defective, but I'm debating if I want to deal with this company again.
__________________
Laughter is the best medicine. Have you had your daily dose? Walking is Nature's Prozac! Don't let anyone judge you! It's your workout. Sylwia Don't Compare Yourself to somebody else. BE YOUR BEST! Chalene Johnson A Spark of Hope In memory of: Michael Sparkman October 11th, 2001-October 21st, 2008 Hope Fimiani August 26th, 2006-October 13th, 2008 |
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02-25-04, 03:48 PM | ||
VF Supporter
Join Date: Nov 2001
Location: Toronto, Ontario, Canada
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Quote:
I have only ever ordered from CKsales and they are wonderful. Even when I put the wrong postal code on my order...They tracked down my package and reshipped it, even though it was my own darn fault. Susan |
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02-25-04, 04:06 PM | |
VF Supporter
Join Date: Feb 2002
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I vote for Amazon.
I think they have one of the best models out there. I get what I ordered when I'm supposed to and am updated if there are any bumps in the road. I love the fact that I can view my order and its status (as well as it's tracking info) at any time. The very few times I've ever had a problem, it's been correctly quickly and courteously (sp?). In fact, I just sent them an email about this - I so depend on them to deliver - I wish other companies could be as smart. I give them as much of my business as I can. Unfortunately, they don't sell everything - yet! Lisa |
02-25-04, 04:41 PM | |
VF Supporter
Join Date: Nov 2001
Location: Toronto!
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I think size has nothing to do with it. I have ordered from big companies that were terrible. To me it is about manners. If you are a small company and you did find yourself unprepared for volume or something, you can communicate this. I remember when Tom Holland had his bandwagon last year and I emailed him with some questions. He got back to me right away with the answers and then said it might be a few days before he can get out all the new orders because it's just him down there. I emailed him back about shipping to Canada and his answer was pretty much "Yes! We love to ship to Canada! For free!" He was just so NICE about it.
More recently I posted about my experiences with Body B Fit where not only did they get back to me right away about some defective dvds that I had not even bought from them directly (but I got it through a trade) but when there was a delay sending out the replacement, she told me she was sending me a free extra dvd as a thank you for my patience. More recently there was a bit of complainign going on at her forum about some of the reviews on-lien about her product, and when I posted on it she pretty much backed me up 100% and warned the others to please refrain in the future from posting things that might alienate other forums because so many of her new customers come from there and she wants them to feel welcome. After my experience wih Wendilee I would absolutely do business with that company again. She will definately get money from me in the future---it really does pay to be nice to people :-) I think a lot of them don't realize that many exercise video users are collectors and will buy pretty much anything that comes out that fits their niche. I used to work in marketing and I can tell you that those sorts of people are dream customers. They know exactly what they want and all you have to do is give it to them. if you knew you had a guaranteed customer base sitting out there twiddling there thumbs and complaining oh, if only I had more things to spend my money on---why on earth would you want to screw that up? It baffles me that some of these people don't clue into this and realize that customer service can be such an important thing. Joanna |
02-25-04, 04:42 PM | |
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Join Date: Nov 2001
Location: Illinois
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Alta, what a very "non-curmudgeonly" thread from you!
I wonder if some of these bigger companies (which are the ones who seem to have the worst customer service) are under the impression that they make so much profit anyway, and have so many people order again and again (ie: Goodtimes) that if they have a 10% dissatisfaction rate, tough cookies! The newer/smaller companies, on the other hand, treat the customer better sometimes because maybe they're not "just" out to make a buck, and especially at the beginning, they want to foster customer loyalty.
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