Thread: Customer Service Research...

i can't believe your doing all this push advertising but no where is there a phone number to be found for you

i must be old fashioned....

Haha, maybe you're not looking hard enough
We have the option of customers emailing us and we will call them back but it's easier to have email as the primary method. That way we have detailed questions and avoid messages like 'I just wanted to ask about a part, can you call me back on ~' then we call them back, they're in the middle of dinner (WA vs. Eastern States) and they get grumpy. They ask for a part we need to check on with our supplier, they get grumpier because now their steak is cold and we haven't got them an answer, then we call back the next day when they're at work, they miss us, we leave a message, it becomes too messy!
Emails are non-intrusive, you get to them when it's convenient for you (the customer). I'm flexible, I started answering emails from home at 7am and will likely still be going at 10pm tonight.
Also means we're not passing the cost of calls onto our products

That said, if you want to call me about something other than parts I would provide you a phone number! Once we have our store online customers will be able to see what they need

Originally Posted by LSD_AUTOMOTIVE

Haha, maybe you're not looking hard enough
We have the option of customers emailing us and we will call them back but it's easier to have email as the primary method. That way we have detailed questions and avoid messages like 'I just wanted to ask about a part, can you call me back on ~' then we call them back, they're in the middle of dinner (WA vs. Eastern States) and they get grumpy. They ask for a part we need to check on with our supplier, they get grumpier because now their steak is cold and we haven't got them an answer, then we call back the next day when they're at work, they miss us, we leave a message, it becomes too messy!
Emails are non-intrusive, you get to them when it's convenient for you (the customer). I'm flexible, I started answering emails from home at 7am and will likely still be going at 10pm tonight.
Also means we're not passing the cost of calls onto our products

That said, if you want to call me about something other than parts I would provide you a phone number! Once we have our store online customers will be able to see what they need

Yeah, fair enough, but if you provide your phone number people can call you during business hours when its convenient for them and their steak wont go cold.

Originally Posted by Ace

Yeah, fair enough, but if you provide your phone number people can call you during business hours when its convenient for them and their steak wont go cold.

Hi Ace, I can definitely appreciate where you're coming from but this isn't how we choose to run our business. We will absolutely take it on board and see if there is room for it down the track. At this point we're putting everything into our online store which in itself will answer many questions and reduce the need for a phoneline. Thus far our system works well and our clients seem happy!

Online shoppers are generally very comfortable without phone numbers at their immediate disposal, it's the 'norm' especially for those who regularly shop from the UK or via ebay. Sending an email when you're already online, looking at our website and unable to find a product is a simple step in the process. Not to mention we receive approximately 50% of our business on weekends when phone lines wouldn't be available! We aren't aiming ourselves at customers who are in desperate need of products and need to call to see if it's available because the reality is we have to post everything and unfortunately Australia Post takes time and can be expensive at an express level.

Sarah

I just tried the link to your website, it does not work.
Your ebay store one does but you rwebsite must be down or not running yet!?

Originally Posted by Ace

Yeah, fair enough, but if you provide your phone number people can call you during business hours when its convenient for them and their steak wont go cold.

As far as I am aware YOU haven't provided a tel no for "convenient contact" either ?

Originally Posted by 87County

As far as I am aware YOU haven't provided a tel no for "convenient contact" either ?

My online store has my phone number on it, its just down for maintenance at the moment, any ebay listings also include my mobile number. I didnt think to put them in my listings in the verandah, most people seem to us PM's on here, but just for you here it is, feel free to call me and say hello. In the future all my listings shall feature my mobile number, even though quite a few people have it already, mind you alot of the new people wouldnt.

0428969828

thanks for that