What is it with some vendors and poor reponse to enquiries?

[rems]

My girlfriend doesn't like it but when I experience bad cs out in the world, I am not afraid to voice my concerns. No matter how polite or diplomatic I am, it's always an embarrassing experience for her. I can't help it though. If no one speaks up, then how do these people change. Maybe if I let them know, then it will be a better experience for the next customer. I just feel compelled to do so. When she is with me, I do my best to bite my tongue because after all, nothing is worth dealing with the domestic frustration that would follow if not. lol

My point is that although some sort of understanding is granted for the busy time of year, maybe you should have sent a third email explaining your frustration. I think we owe it to people to let them know. Maybe it would be a "wake up call". This would be especially true for a company that has good cs 90% of the time. However, if they are known for bad cs then it is probably a waste of time.

 

[Chiku]

paying for better service? this is absurd, canvap have good service (a lot of people disagree on this outside of forum) and they are cheap prices also other vendors who are a bit more expensive have great service too, the cost of something has no reflection on service, that is the most absurd thing i have read. no matter how busy a business is if they do not have time for the customer then they should close they doors, we are what make them exist if they do that to one then it only a matter of time when it comes your turn too. this is a lazy attitude and this is why i would like to know who, variable please send me pm on who treat you this way, would like to see if i get same treatment if so i will not be afraid to speak on it.

I really hope that you are being sarcastic. Of course price has to do with customer service. In sales profit dictates the staff you can hire, the sales and support staff, the equipment you can afford, the building etc. it also effects what "free bees" you get in an order, or promotional item you get. owners expect a return on their investment, which they should. For the first couple of years most expect a loss, after that a return (my experience is 14percent) is expected, and reasonable. Everything else is invested in the Company.

For the record, I have nothing to do with the vaping industry, I am a supplier with wholesale plumbing. However the model is the same for any company, home based, stand alone, small branch or large. The bottom line dictates what you can afford.

 

[longtimesmok]

I really hope that you are being sarcastic. Of course price has to do with customer service. In sales profit dictates the staff you can hire, the sales and support staff, the equipment you can afford, the building etc. it also effects what "free bees" you get in an order, or promotional item you get. owners expect a return on their investment, which they should. For the first couple of years most expect a loss, after that a return (my experience is 14percent) is expected, and reasonable. Everything else is invested in the Company.For the record, I have nothing to do with the vaping industry, I am a supplier with wholesale plumbing. However the model is the same for any company, home based, stand alone, small branch or large. The bottom line dictates what you can afford.

your opening statement could not be more ridiculous, it does no matter how many employee or size of business whether you are one person or 1000, business relies on customers customer service is top priority for any business that hopes to survivre in any market especialy this market, start treating you customers with bad service or lack lustre service see if you plumbing business is still around next year. "of course price has to do with customer service" worst statement of 2013 so far.

 

[WolfeReign]

as a vendor you want customers to shop at your store as oppose to the competition

I am not going to step into the whole my vendor is a god compared to your vendor fiscal for once but instead make comment about businesses on a global scale...

Sadly my friend when it comes from everything from getting help with your cell phone on up to taking a mortgage on your house, there has been a utter decline in customer service offered to the public. It is sad to say that people (more so those who are in customer service) wish to as i used to say plug in, turn up, and drift off meaning that avatars, emoticons, and text has taken place of wanting to offer face to face and spoken word communication.

When did we as the consumer (as a whole) turn into nothing more then serial digits and binary code? It is not that hard or that all time consuming to add the personal human touch is it? It is almost like those dealing with the public want to drive the consumer to the rival company just so that what......there was more time to cruise through single sites or see the fabulous kitty DJ?

Now i know i am not innocent of technology being in my home as i am typing this on a fairly powerful laptop, while my black berry playbook plays a video. My cell phone on my hip and the blue tooth pumping out virgin mobile music (which btw sucks) as i am thinking about wanting to read with my kindle later, but as a unrelated-to-electronic-cigarettes-home-based-business-owner i know that by taking the whopping 1.2 nano second to treat my customers as human beings and not as some binary code that runs my data base i made their day a little brighter.....i am hoping that saying yes please, no thank you, excuse me, and holding a door open for the elderly or a woman that it can brighten their day as i treated them as human not a avatar on a screen......

Yes this is has been a mini rant as my grumpy old white man syndrome kicked in and i think scared Dusty again

 

[Mindfield]

your opening statement could not be more ridiculous, it does no matter how many employee or size of business whether you are one person or 1000, business relies on customers customer service is top priority for any business that hopes to survivre in any market especialy this market, start treating you customers with bad service or lack lustre service see if you plumbing business is still around next year. "of course price has to do with customer service" worst statement of 2013 so far.

That's absurd. The level of customer service you can give is directly proportional to the size of the support staff you can afford versus the income you are getting in from sales. And by "level of customer support" I'm not talking about how well you are treated as a customer -- and I'm not even going to get into the customers who approach a business with an inflated sense of entitlement who make that support staff's jobs much harder than it needs to be -- I'm talking about how quickly they can respond to questions, handle complaints, get orders picked, packed and shipped, perform inventory, monitor stock levels and order more stock from the myriad suppliers they have to deal with for product, and so on. All of these things take time and resources, and the number of resources you can dedicate to these things is directly dependent upon how much money you're bringing in to pay for enough staff to at least cover the essentials.

If your margins allow you to, for example, only hire one person to pick and pack, one to ship, and one person to handle E-Mails, leaving you to handle the day-to-day stuff (stock orders, special orders, inventory, accounting, etc.) then that's all you can afford to hire; whether you get 10 E-Mails one day and rush of 100 the next, whether you get 5 orders one day and rush of 75 the next, whether you get 2 phone calls or 50, you still have the same amount of staff to handle these situations, and until your sales, and therefore margins increase to allow for expansion, that's what you have to work with. Maybe it's insufficient in the short term, maybe some people might feel like they are not getting the service they hoped for, but that's how it is sometimes, especially when you're still relatively new and trying to grow.

So yes. Price has to do with customer service, because it speaks directly to profit margins and the ability to hire staff. If margins are razor thin, as many industries are these days, expansion is slow as it takes more time and more sales to generate enough money to expand.

Have you ever run a business, or taken business economics?

 

[longtimesmok]

as a matter fact i do run a business and with two staff and almost 10,000 customer we have yet to have an issue of replying to a customer inquiry in less than 24 hours if not within the hour or two. with technology today there is no reason other than a lazy business person to not respond to a customer inquiry. so NO staff has nothing to do with service standards IMO and the prices of a product should not have any reflection on the service that a customer receives in any aspect of service.

if the price is high you will get better service is what you saying ? so if the price is low we are to expect poor or slow service? makes no sense that ok though, i will stick to what i believe, it has served me well so far.

 

[WolfeReign]

We all have the right to be wrong, we all have the right to be correct....there done.......Tim Horton's coffee for everyone...well except for the one in the Voltron cup.....that one is mine