In an effort to maintain a high degree of efficiency with serving our customers we are forced to consider altering some of our current practices. These modifications will allow us to maintain our low prices. At the same time, we want our customers to remain satisfied. We are blogging about this in an effort to generate feedback on the blog site or via direct email. Below are some proposed changes. Please feel free to share your thoughts.
1. Handle all orders for products via the web. Currently we take phone orders as well as online orders. The telephone orders create a series of non-standards for us and there is no back-up system/redundancy in the event an order is taken down incorrectly.
2. Limit telephone conversations to 5 – 10 minutes. It is not unusual for us to talk with some customers for 20 – 30 minutes or more. While we greatly enjoy the personal interaction, we have grown to the point where more time is needed to process orders and string racquets.
3. Reduce the number of blog entries from at least 2 per week to 1 per week, but maintain or increase our level of activity on twitter.
4. Reduce the size of our racquet pickup/delivery service area or limit runs to certain parts of the area to a single day each week. We will still be able to provide 1 hour or same day service to those who choose to drop off and pick up the racquet themselves. (By appointment please.)
Also note we are going to be doing some reorganization in terms of product warehousing. This will necessitate that we close for several days in July and into August. More on this as it becomes known. We will keep our customers updated via twitter. Please follow us there!
Jonathan on said:
I think #3 and #4 are fine, but I do not think #1 and #2, at least as described, are good ideas. In fact, I think #1 and #2 are very bad ideas.
As for #1: some people prefer to speak to a “live” person who can answer their questions and handle the order. You will lose many customers who prefer this one-on-one interaction. Remember what got you to where you are: your customers and your high level of service.
As for #2 : it is fine to get to the point in phone conversations and say on the phone that I unfortunately do not have unlimited time, but to have a policy like this seems like a very bad idea. Some questions can’t be answered in 5 or 10 minutes. Bottom line: it is fine to be to the point on the phone, but I think a firm policy as you described will cause a customer backlash and people will go elsewhere for certain products.
Anyway, those are my thoughts–
-Jonathan
PKS on said:
I think Jonathan is spot on. I do see how an email order will have a lower % of mistakes vs a phone call. I just joined your twitter, and I think you can spend less time on twitter:)
Hey cant you get a head set and talk on the phone with people while you string frames? I don’t think anyone would feel less of you if you multi-tasked.
peace and love
Jonathan on said:
What about hiring someone to take care of your racquet deliveries?