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#21
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Phone orders to Harris - A cautionary Tale
"Sheldon Brown" wrote: (clip)When things get really busy, we have to cut back somewhere, and the most time intensive aspect is taking phone orders. In the time it takes to field a phone call, one of our folks can often fill 3 or 4 Internet orders (clip)We consider filling actual orders that we have received to be a higher priority than taking new orders that we may not have time to fill in a timely fashion. ^^^^^^^^^^^^^^^ I think you need to reexamine the above reasoning. I do understand your problem, BUT: Orders come in randomly, so there will be times when your staff are not receiving any, and other times when they are overloaded. E-mail orders can be processed just as well during the off-peak periods--they don't have to be pushed through just because they have been received. Each phone order is a live person trying to talk to a live person. There is a real reason to field phone calls first. A phone customer who is not handled well winds up initiating THIS kind of a discussion. And, even if they don't, you may create a resistance to further business from them. E-mail orders that are processed hours after they are received don't cause the same stress. |
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#22
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Phone orders to Harris - A cautionary Tale
"Fred Clydesdale" wrote in message ... In article , "Lee" lee_AT_SHOES_wheelman_DOT_com wrote: My favorite, tho, is stopping by and schmoozing with Art or one of the order guys. When I ask a tough question, they go into the back room, huddle for a while, and then come out with The Answer. And usually a part number. hey, YOU'RE the reason they're not answering the phone! get him, fellas! LOL! Lee |
#23
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Phone orders to Harris - A cautionary Tale
On Wed, 27 Jul 2005 21:49:53 -0600, "Bruce Lange"
wrote: For the record I want to say that I am very satisfied with the products and services I have received from Harris Cyclery. Whenever I have e-mailed Sheldon with a technical question his response has always been quick and helpful. I have only ordered from Harris Cyclery once, but I intend to do so again. I very much value the information on their website, and Sheldon's contibutions to numerous internet forums, all of which is done pro bono. There's no excuse for poor customer service, but neither should one compromise the fair treatment and retention of a quality staff. Retail is a difficult business, and Sheldon's description of the pressures they face sounds very credible to me. I am sure they will work on improving the situation to serve you better. I for one will continue to support Harris Cyclery. Bruce in Denver So will I! Life is Good! Jeff |
#24
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Phone orders to Harris - A cautionary Tale
For the record I want to say that I am very satisfied with the products and services I have received from Harris Cyclery. Whenever I have e-mailed Sheldon with a technical question his response has always been quick and helpful. I have only ordered from Harris Cyclery once, but I intend to do so again. I very much value the information on their website, and Sheldon's contibutions to numerous internet forums, all of which is done pro bono. There's no excuse for poor customer service, but neither should one compromise the fair treatment and retention of a quality staff. Retail is a difficult business, and Sheldon's description of the pressures they face sounds very credible to me. I am sure they will work on improving the situation to serve you better. I for one will continue to support Harris Cyclery. Bruce in Denver |
#25
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Phone orders to Harris - A cautionary Tale
Quoting jbuch :
I would CC Harris on this, but I don't remember the email and am "INVOLVED WITH OTHER THINGS" and won't look it up. If you're not _actually_ involved with other things, I'd think you'd have the time. -- David Damerell flcl? Today is Second Oneiros, July. |
#26
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Phone orders to Harris - A cautionary Tale
Quoting Bruce Lange :
For the record I want to say that I am very satisfied with the products and services I have received from Harris Cyclery. I've got to say, I always phone them, I never have any trouble, and I'm paying transAtlantic rates. Of course, I take the warning about not having time to answer the phone at the weekends at face value. -- David Damerell flcl? Today is Second Oneiros, July. |
#27
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Phone orders to Harris - A cautionary Tale
and temper the individual problem with the overall effect, like nashbar
selling stuff so riders with limited incomes or allowances can repair and ride or with harris/brown the extensive voluminous unending supply of information that yes! generates your problem. |
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