How not to get a loyalty upgrade...

[Kent Brooks]

Please please please do NOT apologize for this.

entitlement is out of hand and you dont need to feel guilty

Y'all deserve a vendor that goes above and beyond... I feel passionately about that, I really do. It kinda crosses the line (with me) when it becomes more of an expectation. I mean - we do things like overfilled bottles, loyalty upgrades, zotz... maintain a presence on the forum, make ourselves available on Olark chat via the website, answer emails promptly... we feel like we earn our wage. I don't feel like we should have to "buy off" people to continue a relationship. I hope this particular individual enjoys his new vendor.

 

[JPinSTL]

While we're on the subject, how do you feel about loyalty upgrade "suggestions"? It seems like usually the thing I intentionally didn't order a lot of is the thing that gets upgraded. I appreciate the gesture, but if there were a way to indicate the sort of reward you prefer, or might be helpful.

 

[Kent Brooks]

I wasn't quite awake when I finally got around to ordering PBC and Raz Cup this morning.. I didn't make any demanding or threating comments did I? LoL...

And what exactly does the or else imply? Or else I won't order any more delicious juice from you? Or else I'm an idiot and would rather order from companies that have to give you incentive to vape their juice?

Or else he will discontinue ordering and order elsewhere... to which I humbly reply, please do.

 

[Shoebunnie]

I find the price of the juice competitive with the higher end juices on the market but much much tastier. I appreciate any time I get an overfilled bottle or an upgraded size of the juice. If a Nolan manages to drop a Zotz in the package I feel like I've won the Zotz lottery. I don't ever expect anything except for great customer support and delicious addicting juices.

If I had not found this forum I suspect I would not stockpile juice like I do currently. If the customer service was awesome but less awesome I would still order, just not a frequently. Nicoticket is what pushed me from occasional vaper to full time vaper. The upgrades are awesome but not necessary to keep my business, the product and staff reliability will keep me a loyal consumer for a long time. I do love the upgrades though, they make me smile and feel like y'all appreciate me almost as much as I appreciate you. Now if we could get Nolan on board with Zotz reliability....

Unfortunately we live in an era where lots of people (my kids, my niece, my nephew, just to name a few) have a sense of entitlement. I'm not quite sure where it comes from. If I would've acted like that my mother would have caused me great bodily harm. She taught me to be gracious and appreciative of what others do for me.

 

[Kent Brooks]

Installing Kent's Stepford Wive's upgrade as we speak...

There. Fixed that rant thing for ya!

We have a Stepford Wal-Mart here, it's delightful. LMAO

 

[glowplug]

We're very aware that we exist in a competitive environment. We know there are options - less expensive, more expensive, etc. We don't take a single relationship, a single order, or a single referral for granted... we work really hard to EARN that loyalty with every interaction. The loyalty upgrade system we have in place (we toss a free upgrade and/or freebie every 3-5 orders) is a token of our appreciation and a symbol that "we appreciate you riding with us."

There's a good reason why we don't do the loyalty upgrades like some other companies (like MBV, for example, who tosses you a free bottle every time you cross a minimum order size)... it becomes "expected." It's no longer a loyalty upgrade, it's an entitlement. When we take overfilled bottles and loyalty upgrades into our total cost equation, we don't charge for 20% of the liquid we actually make... and, we're good with that. If that's not enough, I have a long list of vendors who make comparable flavors that are more than willing to underwhelm you for $5.99.

Back in the olden days, I was upgraded so often it was embarrassing. Made me feel like I was taking advantage of you guys!! So, I solved the problem by only ordering in 50ml sizes...if I can't afford the 50ml, I don't order. Neener, neener.

I think ya'll found a way to say thank you for my loyalty though. I was given a 15ml free in my recent order! YOU GUYS/GAL ARE WONDERFUL and I am very grateful. I have been dripping with abandon and enjoying the heck out of it. I don't usually do MAXVG so the clouds are a real treat. Thank you for the present.

 

[glowplug]

DON'T send an upgrade OR ELSE!!!!!

Personally I look at my "50ml" bottles with the extra 10-15ml in them as an upgrade...also the fact I get my order in a few days from ordering with or without Zotz. Anything else you do (including the Zotz) is like a quick hug and a "thank you for ordering enough juice to fill a swimming pool" and is a complete surprise and wonderful.

Thank you from me for those "normal" upgrades and making my juice as consistently as possible and being a wonderful company. Those, unfortunately for the industry, are upgrades enough for me and highly unusual. *smooches the whole NT team*

Perfectly posted, as always!

Funny and sad that our world has gotten to this. When someone does their job well they are considered "OUTSTANDING". Too many of my customers tell me how absolutely fabulous we are. Really??!! All we do is what we are paid to do, on time, no damage and no drama. Response has been "Yep, but you would be surprised how few carriers are able to do that."

With Nicoticket we get everything we are promised and so much more. I will follow NT wherever it goes and pray that it is here for years to come...until Clark sells it to a Family member and we keep on trucking forever!

 

[RageKage]

Tell 'em to go stuff it. Clark, the amazing juices you put out there are enough to sell themselves without any "loyalty upgrade" necessary. I for one would, and will continue to get my juices from NT regardless of any upgrades or freebies because the quality of the product is second to none. The family experience, being the Zotz in the packages, the friendly hand-written note on each pack slip, the accessibility of you and your team and your willingness, no EAGERNESS to provide a customer service experience like none other is just icing on the cake, or on the GCD as it were.

Anyone who "expects" or "demands" a freebie or an upgrade apparently needs to be reminded of that. You don't need customers like that, with as many of us out here who truly appreciate NT. The rest can enjoy ordering from those Brand X vendors who give you a free bottle of juice with every order, because they have to. They hope that if they give you enough free bottles, you might find one or two of their 10001 offerings that you actually can stand to vape...

 

[Kent Brooks]

While we're on the subject, how do you feel about loyalty upgrade "suggestions"? It seems like usually the thing I intentionally didn't order a lot of is the thing that gets upgraded. I appreciate the gesture, but if there were a way to indicate the sort of reward you prefer, or might be helpful.

This is a great question - yes, you're not the first to mention that.

One way is to always order at least one 30ml bottle - that will automatically get bumped to a 50ml bottle if you are "up".

Another suggestion: Put something like this in the notes... "If I am due for a loyalty upgrade, I'd really like to try XXX" (totally welcome, in fact, appreciated)

One thing we have considered implementing is one of the many "points based rewards systems" where you can accumulate points towards product. I guess I feel like that's somewhat "impersonal" - part of the enjoyment we get out of the loyalty upgrades is the "surprise" of it - it's the interaction - of course all of the regulars enjoy those perks, but the very nature of an informal system takes lots of stuff that can't be measured by points into consideration (presence and participation on the forum, for example), or, reviews (good, bad, indifferent). The other thing that has prevented us from doing a points based reward system is that it costs money to implement (a % of the sales for points redeemed, usually collected by the software that administers the program). We feel like with an informal based loyalty system we can keep whatever % we would be giving to the rewards program and give it to you.

I dunno, lots of options - certainly open to feedback.

 

[glowplug]

I find the price of the juice competitive with the higher end juices on the market but much much tastier. I appreciate any time I get an overfilled bottle or an upgraded size of the juice. If a Nolan manages to drop a Zotz in the package I feel like I've won the Zotz lottery. I don't ever expect anything except for great customer support and delicious addicting juices.

If I had not found this forum I suspect I would not stockpile juice like I do currently. If the customer service was awesome but less awesome I would still order, just not a frequently. Nicoticket is what pushed me from occasional vaper to full time vaper. The upgrades are awesome but not necessary to keep my business, the product and staff reliability will keep me a loyal consumer for a long time. I do love the upgrades though, they make me smile and feel like y'all appreciate me almost as much as I appreciate you. Now if we could get Nolan on board with Zotz reliability....

Unfortunately we live in an era where lots of people (my kids, my niece, my nephew, just to name a few) have a sense of entitlement. I'm not quite sure where it comes from. If I would've acted like that my mother would have caused me great bodily harm. She taught me to be gracious and appreciative of what others do for me.

Absolutely! Well said. Entitlement ticks me off no end. Too many people to name in my life with that outlook. Well, not in my life any longer unless they are family and I can't kick them to the curb!!

 

[Megan Kogijiki Ratchford]

I personally like it as it stands but I've not been unhappy to get any of the juices as a gift. And maybe they would even make me try something again I wrote off initially. Just my thoughts however rambled...

 

[5spike]

Baaa Leave it all the way it is! TOTALLY AWESOME! One bad apple...toss it out keep makin pie.

 

[glowplug]

This is a great question - yes, you're not the first to mention that.

One way is to always order at least one 30ml bottle - that will automatically get bumped to a 50ml bottle if you are "up".

Another suggestion: Put something like this in the notes... "If I am due for a loyalty upgrade, I'd really like to try XXX" (totally welcome, in fact, appreciated)

One thing we have considered implementing is one of the many "points based rewards systems" where you can accumulate points towards product. I guess I feel like that's somewhat "impersonal" - part of the enjoyment we get out of the loyalty upgrades is the "surprise" of it - it's the interaction - of course all of the regulars enjoy those perks, but the very nature of an informal system takes lots of stuff that can't be measured by points into consideration (presence and participation on the forum, for example), or, reviews (good, bad, indifferent). The other thing that has prevented us from doing a points based reward system is that it costs money to implement (a % of the sales for points redeemed, usually collected by the software that administers the program). We feel like with an informal based loyalty system we can keep whatever % we would be giving to the rewards program and give it to you.

I dunno, lots of options - certainly open to feedback.

Personally, I think your current program is just fine! With so many customers now (YAY!!!), I know I am not 'up' as often as I used to be. Whenever I have asked for a taste of some beta juice, you have always sent it. I don't abuse it, I hope. I think I only asked once and that was Wakonda! Such a delight! As I look at my 200ml of the precious! Now I have a gift bottle of 15ml...just awesome and again, thank you!

 

[Rickajho]

This is a great question - yes, you're not the first to mention that.

One way is to always order at least one 30ml bottle - that will automatically get bumped to a 50ml bottle if you are "up".

Another suggestion: Put something like this in the notes... "If I am due for a loyalty upgrade, I'd really like to try XXX" (totally welcome, in fact, appreciated)

One thing we have considered implementing is one of the many "points based rewards systems" where you can accumulate points towards product. I guess I feel like that's somewhat "impersonal" - part of the enjoyment we get out of the loyalty upgrades is the "surprise" of it - it's the interaction - of course all of the regulars enjoy those perks, but the very nature of an informal system takes lots of stuff that can't be measured by points into consideration (presence and participation on the forum, for example), or, reviews (good, bad, indifferent). The other thing that has prevented us from doing a points based reward system is that it costs money to implement (a % of the sales for points redeemed, usually collected by the software that administers the program). We feel like with an informal based loyalty system we can keep whatever % we would be giving to the rewards program and give it to you.

I dunno, lots of options - certainly open to feedback.

I dunno either. Some times you can't win giving free stuff.

There is one place I order from that gives a free sample with any order - no $$$ minimums, no exceptions. They even allow you to request flavors for that.

Regardless - it being free and all that - every so often someone comes along and throws a hissy "you suck!!!" fit when the free thing they asked for didn't come in the flavor of their choice - cough, cough - demand.

At that particular place, personally I take the "Surprise me!" approach to their free sample most of the time. The last thing a supplier should have to deal with is being made to feel guilty or getting dissed regarding stuff you don't actually pay for.

 

[Nanny22]

Or else he will discontinue ordering and order elsewhere... to which I humbly reply, please do.

YES!!!! PLEASE DO!!!! I wish I could "like that" times a HUNDRED! Don't waste one more second!!!! Don't let the screen door hit ya where the good Lord split ya.

Nothing steams my wiener like a sense of entitlement. NO ONE wants to hear you whine!
I'd pay twice what you are charging, Clark. And, I can't even shake a bottle til I fill a tank or two from it. Your grade from me is A+

You will never make people like that happy, don't even try.

 

[Snugglepooter]

Easy:

Refund/refuse order. You don't have the energy to invest in a piece of siht like that, Clark - they are a waste of air/skin/bandwidth.

Just when I thought I'd found a group of sensible people...

 

[Kent Brooks]

We do what we do because we love you - that's the nuts and bolts of it. Y'all inspire us with your selfless thoughts and deeds every day - your resolve to stay off analogs is nothing short of amazing (because we know it's not EASY, even if the liquid is good). It chaps my ... when anyone tries to reduce us to pandering for business as if we are little more than a fee for services organization. Of course we get paid, and of course we are expected to deliver exactly what is ordered and do it with a measure of professionalism and consistency. The irony is, the two vendors this particular individual cited as his "other options"...

Option (1) offers a 15ml bottle of fresh made-to-order liquid at $11.99. They are running a 25% off "sale" which brings it down to $8.99, for a bottle filled to spec (15ml). Tried it - wasn't impressed - took 10 days to ship and what arrived was pretty 'eh'. Still rotting in my steep box.

Option (2) offers 15ml bottles for a very reasonable $7.99. Liquid is made-to-order, filled exactly to spec, and fresh. The liquid is admittedly good imho, after a healthy 6-8 week steep. No free shipping offer, no overfills, no loyalty upgrades, and certainly nothing that resembles the level of support we provide (although the owner, whom I know, is one of the most respected names in the industry). I'd have no problem losing some business to him on a taste-by-taste basis, honestly.

 

[dwroblewski]

Obviously, your instincts have led you this far... just keep doing what you're doing!

But remember, with great power comes great responsibility... you have a flock of followers here, so don't go all David Koresh on us. (although, the smoke billowing out of our compound would smell delicious!)

 

[sc12]

Wut? I thought life was all about "I get my money for nothin' and my chicks for free." haha

Entitled people are annoying to put it mildly. Worked for a company that bent over backwards with perks (from cook outs, to bonuses, profit sharing, parties, gifts). The jerks came to expect them. The amazing people truly appreciated them and looked at every perk as an unexpected windfall.

So, if the shoe fits....shame on you.

 

[nicetucu]

Wow not a nice way to start off a Monday morning. You guys have been pretty fair and genuine. I've had an unexpected upgrade before and puts a smile on my face. I think if this person would have asked politely you would have politely responded in such.

You never know the struggles that people go through on the day to day and perhaps this person tried to direct some frustration and or anger towards you. It's not right, just something to think about. Don't take it personally Clark. To dumb it down a bit and quote The Trailer Park Boys " It's the way she goes " Ha Ha Ha lol. (I left out the profanity between the and way).