On Facebook Eastmall, whoever is running that, wrote they were updating the website this weekend. That probably had something to do with the web access too.
I have my own business. I know the importance of communication. Here in AZ, we have canyons, mountains, and desert - all of them make phone communications hard if not impossible in CerTain AreAs. When I do get the message and return the call (sometimes several days later) I can hear the frustration - even anger - in some of my customers voices. When I explain where I was, what I was doing and WHY I could not return their calls right away...then they settle down. I learned lessons from those experiences.
I learned to post on my website, facebook, blog, and newsletters Before / During / After to keep my customers updated on happenings. Yes, I am an internet based business too. I have an automated email message system I use when I am not available.
Are you picking up a tone or thread here? Communication. Communication. Communication. Communication. Keeps customers happy. Sounds pretty simple, almost too simple. Simple is good. Simple works.
Eastmall has a Facebook page and I joined it. I want to be informed. They should use it and use it often.
They have a website they use primarily for selling. Selling is NOT communicating. Listing products and prices, putting up a shopping cart, etc is not communication. In this case, they depend on live chat or customer service for communication. Sometimes live chat is not available. Sometimes the email link on the website for customer service is wrong and messages do not go through properly or sit too long in the database. That is not the fault of the customer who is trying to communicate. It is a communication failure on the part of a company.
Di spends way too much time here dealing with "Failure to Communicate" issues. Eastmall probably processes thousands of orders each month. I believe there are thousands of happy customers each month because of Eastmall. That is great.
There seems to be a hole in the system. I do business all over the world and communication plays a vital role in those transactions. I believe Eastmall needs to do an internal review of communications and get whatever is broken fixed; teach their employees how to use Facebook Business Page; think about an UPDATES & Happenings page in their website; get the order pages updated from Processing to Shipped with EMS numbers; double check all those email address links; learn to use automated email messages If Need be...in short DO whatever it Takes to get the communication breakdown fixed.
Communication is the key. Failure to Communicate is the problem that seems to be the issue in most of these cases.
I do not blame a frustrated customer for bringing the issue here to this forum. In almost, if not every case, the customer has tried to communicate to Eastmall. In almost, if not every case, the customer comes here as a frustrated - last resort.
Eastmall can stop this. They are the only one that can stop these types of posting here in the forum.
There. Now I have done it. I said something I've been thinking for quite awhile. If I get banned from this group. So be it. If I get kicked of Eastmall Facebook, then so be it. I did not write this for a fight or retribution from anyone or any business. I wrote this because I see it as a problem within the Eastmall system. They are a big business and they are successful. But it only takes a handful of vocal and unhappy customers to turn that tide. These are my opinions and don't amount to a hill of beans.
Thank you,
Paula in Arizona
PS: This is waaayyy tooo long and reads like a lecture. Sorry about that. Hopefully it is food for thought and some good comes from it.
I have my own business. I know the importance of communication. Here in AZ, we have canyons, mountains, and desert - all of them make phone communications hard if not impossible in CerTain AreAs. When I do get the message and return the call (sometimes several days later) I can hear the frustration - even anger - in some of my customers voices. When I explain where I was, what I was doing and WHY I could not return their calls right away...then they settle down. I learned lessons from those experiences.
I learned to post on my website, facebook, blog, and newsletters Before / During / After to keep my customers updated on happenings. Yes, I am an internet based business too. I have an automated email message system I use when I am not available.
Are you picking up a tone or thread here? Communication. Communication. Communication. Communication. Keeps customers happy. Sounds pretty simple, almost too simple. Simple is good. Simple works.
Eastmall has a Facebook page and I joined it. I want to be informed. They should use it and use it often.
They have a website they use primarily for selling. Selling is NOT communicating. Listing products and prices, putting up a shopping cart, etc is not communication. In this case, they depend on live chat or customer service for communication. Sometimes live chat is not available. Sometimes the email link on the website for customer service is wrong and messages do not go through properly or sit too long in the database. That is not the fault of the customer who is trying to communicate. It is a communication failure on the part of a company.
Di spends way too much time here dealing with "Failure to Communicate" issues. Eastmall probably processes thousands of orders each month. I believe there are thousands of happy customers each month because of Eastmall. That is great.
There seems to be a hole in the system. I do business all over the world and communication plays a vital role in those transactions. I believe Eastmall needs to do an internal review of communications and get whatever is broken fixed; teach their employees how to use Facebook Business Page; think about an UPDATES & Happenings page in their website; get the order pages updated from Processing to Shipped with EMS numbers; double check all those email address links; learn to use automated email messages If Need be...in short DO whatever it Takes to get the communication breakdown fixed.
Communication is the key. Failure to Communicate is the problem that seems to be the issue in most of these cases.
I do not blame a frustrated customer for bringing the issue here to this forum. In almost, if not every case, the customer has tried to communicate to Eastmall. In almost, if not every case, the customer comes here as a frustrated - last resort.
Eastmall can stop this. They are the only one that can stop these types of posting here in the forum.
There. Now I have done it. I said something I've been thinking for quite awhile. If I get banned from this group. So be it. If I get kicked of Eastmall Facebook, then so be it. I did not write this for a fight or retribution from anyone or any business. I wrote this because I see it as a problem within the Eastmall system. They are a big business and they are successful. But it only takes a handful of vocal and unhappy customers to turn that tide. These are my opinions and don't amount to a hill of beans.
Thank you,
Paula in Arizona
PS: This is waaayyy tooo long and reads like a lecture. Sorry about that. Hopefully it is food for thought and some good comes from it.
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