Customer Service on the Web- Can It Be Achieved?

I thought that if we did business over the web we would lose the personal touch that we are so known for… boy was I wrong! The following is a series of emails I exchanged with Heidi, a bride purchasing a used mink stole to wear over her wedding dress. (When I check my email each morning I am notified of any on-line purchases and then I send an email to the customer. The following are the conversations with Heidi initiated by her $80.00 purchase of a mink stole.)
——————————————————————————————

Heidi
Thank you for you order. Tuesday we will be cleaning and covering the monogram on your new stole. It should be shipped out by Thursday. We will email you tracking information when it is shipped. Please let us know when you have received it.

Thanks for your purchase

Susie
————————————————————————————–

“Hi Susie,
Thanks for the email! I wondered if you could tell me a little more about it because the picture didn’t really show the collar so I was wondering if it is no collar/shawl/hooded ? It looks adorable and I’m really excited to have it for my winter wedding.
Thanks,
Heidi”

——————————————————————————–

“Heidi, it doesn’t have a collar it is beautiful it has a sort of set back look around the neck. If you are not in love when you get it let us know right a way and send it back!

Congratulations on the wedding!

Susie”
—————————————————————————————-
“Susie,
Holy crap – this stole is awesome! I love the set back shawl collar. It is so unique and I really wanted something a little different. The color is perfect too because my wedding dress is a warm pink. Also, living in NC means I don’t really need a jacket or coat and so this is something I can wear often, even with my dressy black and white snake cowboy boots. 🙂 I’m just thrilled!
I had a Q about item 2287 – is the width adjustable? It looks a little overlapped in the picture. I’m asking because my best friend is a plus size (maybe 22W or 24W) and I wonder what the length is and if it is adjustable.
Thanks so much!
H”

—————————————————————————————-
“Glad you love it Heidi! #2287 won’t fit but the other stoles on the site are all large enough- I just tried each and everyone on.

If it is okay with you I may use your note in my blog! No last names or addresses

Thanks

Susie”
———————————————————————————————-
“Hi Susie,
Thanks for letting me know about the stoles and their sizes. I will keep an eye out.
SURE you can use my comments on your blog (sans last names and addresses). Please do! I saw some of your posts – love your new hair 🙂
I really appreciate what you do with This Old Fur. I don’t want to buy new out of respect for the animals and it’s such a great service and easy to buy “new vintage” from Hinsdale.
Heidi”

——————————————————————————–

After rereading these notes, I feel like I am accomplishing the same level of customer service and personal relationship as I do with my “face to face “clients. Buying a fur is a big investment, be it a used fur or a new one. I feel that the customer should be educated and treated with honesty no matter if they are in my showroom or on a computer. It is very unfortunate that not all web businesses share the same integrity.

Advertisements

Tags: , , , , , , , ,

4 Responses to “Customer Service on the Web- Can It Be Achieved?”

  1. Jewel Baker Says:

    I just stumbled on your website and read all of the neat tips for the care of furs. I enjoyed the emails you received and the personal way you handled your customer. It is nice to know that even when buying online, there can be such excellent personal service!

    • furs4u2 Says:

      Thanks for the kind words. We pride ourselves for our great customer service. We treat our customers as family and friends. Many of our customers have become our good friends after being in business in the same community for 4 generations.

  2. Diana Conley Says:

    Susie, I looked at all the updates from my LinkedIn account and decided to read your blog about selling on the web. Great experience. Of course I then looked at all the furs you have on consignment and read more of your blogs. Great information…and yes…I also love your hair cut. It looks like a new you. You are inspiration for being creative and hanging in there. I’m sure your customers love you!

    • furs4u2 Says:

      Thanks for the kind words. So glad you enjoyed the blog. I guess I should admit that sometimes I find blogging fun and other times, I dread it. If you ever have an idea for a topic let me know.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s


%d bloggers like this: