false_Aest
07-20-2018, 10:10 AM
April 19th -- your item will be ready to ship within 2 weeks.
Well, as of last Friday it finally shipped. Too many emails + phone calls asking for updates. Too many "it'll ship next week." The guy threw in a few extras which is cool but . . . I would've been happy paying for those extras if I received this thing 10 weeks ago.
The thing is, I've been dealing with supplier issues all year (Shimano has been late with a lot of OEM stuff all year). Heck, a shipment of warranty parts was delayed 3.5 months. I also know that family and other stuff can get in the way when you're a small biz. The key to keeping a customer happy: communication.
Just update me and tell me "I still love you, baby." and we're probably good. That's what I do to my customers and 90% of the time they're OK. And, because I'm keeping them updated, I don't have to send apology notes, chocolate and flowers along with a new fender, hub, saddle, etc.
As someone who is in customer service and deals with broken shizzle all day long . . . . customer service isn't that hard to do right.
</rant>
Well, as of last Friday it finally shipped. Too many emails + phone calls asking for updates. Too many "it'll ship next week." The guy threw in a few extras which is cool but . . . I would've been happy paying for those extras if I received this thing 10 weeks ago.
The thing is, I've been dealing with supplier issues all year (Shimano has been late with a lot of OEM stuff all year). Heck, a shipment of warranty parts was delayed 3.5 months. I also know that family and other stuff can get in the way when you're a small biz. The key to keeping a customer happy: communication.
Just update me and tell me "I still love you, baby." and we're probably good. That's what I do to my customers and 90% of the time they're OK. And, because I'm keeping them updated, I don't have to send apology notes, chocolate and flowers along with a new fender, hub, saddle, etc.
As someone who is in customer service and deals with broken shizzle all day long . . . . customer service isn't that hard to do right.
</rant>