Standards of service

[Randy F]

Hey everyone, just wondering what you all are getting for customer service from people and what your expecting?

I ask not only as a business owner attending shows, but as a consumer. I have contacted individuals wishing to speak to them about their snakes and been told to keep all communication in email. I mean I understand to keep the deal in writing and payments so you have records, but you can't speak to a individual in general? I have my cell number on my business cards and talk to anyone that wishes to speak to me. Wanting everything in writing is to protect yourself as a seller, but who really wants to send someone money that won't even talk to them? Now if someone buys from me and does not want to talk, then everything is done via email. I just see certain boi issues along with people walking around shows trying to sell their animals. It's not even the fact that we all paid for our booths and they undermined us, it's them letting anyone hold there snakes without any hand sanitizer. There are so many viruses and diseases at shows that have really hurt collections. With all the stuff we don't know, I really like to talk to a person and get a feel for them. Where do you guys stand?

 

[Amelanistic Orca]

With so many of these out there... I'm back to phone business only. Very tired of all the guppies pretending to be Sharks out there

 

[TexasVipRoom]

Randy,

I personally have not been a vendor at a show yet so I can't speak from that angle. I do agree that walking around selling your animals as a person attending is wrong. I have not been a vendor at a show yet for the reasons you have stated. I really enjoy going and meeting people and it's a great opportunity to actually shake someone's hand you have been talking to for a long time via electronic anything.

I feel that customer service is almost number one priority in this industry (also to me it's difficult to find) almost more important then the quality of the animal itself. As the channels of communication change overtime you cannot avoid the number one way to conduct business, the telephone. There is so much noise (distractions) involved when a buyer goes searching for that one animal they have their eyes set on. The phone has been my number one choice in communication.

From my point of view the best kind of sale for both the buyer and seller is the one that is the most seamless, but seamless doesn't always mean without having problems. It's the sellers ability in correcting any issues that do arise and providing the best customer service they can. This starts from the very second someone tries to contact you via email, facebook, Instagram, text, forum message and phone call. I'm sure I missed some there LOL. If the conversation starts off on a good foot then most of the time, in my experience, I have found the whole transaction overall to be positive.

I do agree many people are do not wish to conduct business via phone and to me the phone is your most important line of communication. It really allows you to get to know someone better then standing behind a computer. I have had the pleasure of speaking with you myself and you provided me with some great insight. It seems to me that there are many people that are involved with the reptile community that seem to be "flashbangs" ie they appear real quick make some noise and then disappear without anyone really knowing. I prefer to do business with good people that may or may not been around for years but at least someone that's going to be around for a while.

Things I expect from the sellers end of the deal
1. Great communication - if there's an issue don't run from it
2. Honesty
3. Prompt delivery
4. 100% healthy animal
5. If an issue arises be the first to provide the best solution (fix the issue)


Sorry phone any typos I'm using my phone.

Also great thread. I think it's important for anyone new entering the world of reptiles that providing a great line of communication is the most vital part.

 

[hhmoore]

Yeah - the people selling out of their backpacks, or even out of their cars, at shows is pretty annoying from a vendor's standpoint. Luckily, the shows closest to me don't allow people to bring animals in unless they're for a vendor (and they call the vendor for confirmation). Anybody turned in for selling that way would be removed.

As far as phone conversations - I hate phones. I never answer my home phone, and I only give my cell number to friends. If requested, I will call a customer; but I will not play phone tag. Naturally, I have multiple reasons for this; not the least of which is that my schedule rarely leaves me available during "normal business hours".
Shows are different - one has to play the game...and even then, people are as likely to walk away and use your best offer as a bargaining chip. I'm the guy that won't let kids (or random people) handle my snakes - I know the limitations of antiseptic gels. I'll take them out, sex them, turn them every which way for examination - but I have to be pretty convinced a sale is happening to even think about handing one to a potential customer; because, if I'm wrong, and the snake comes home with me, it goes into a post show quarantine.
Sure - some people don't get it, and I'm sure it has cost me some sales...but I'm okay with that. (Actually, I haven't done a show in several years...partially because of my feeling about that)

 

[hhmoore]

Oh, and if a seller insists on a phone call, I'm gone. I don't want to talk to them - if I did, I would have reached out that way in the first place.

 

[Robert Walker]

Can't speak for shows, I don't attend the local ones because they are on Sundays (religious reasons), so no experience that way.

My non show deals...

Whether I am the buyer/seller/trader, I always try to do both, written and phone conversations before a deal is done. You can learn a lot about the person you are dealing with. I have had educated sounding emails from people, only to speak to them on the phone and turns out they are complete morons. I have had just the opposite, people speak the speak on the phone, and not be able to successfully send me their mailing address via email, etc.

9 out of 10 times: BOI check + trader ratings + written correspondence (form the deal) THEN a phone call (the human aspect) for someone I going to do business with.

If I can get better customer service at Taco Bell for a $2.00 burrito, than I can with a reptile exchange for $500, then I'll pass on that deal in a heartbeat.

 

[Randy F]

Yes Danny, we have had some good conversations. I enjoy talking with people wether there is deals on the table or not. I kind of find it amusing watching vendors that get mad and have an attitude at shows when they are not making sales. I may be a little bit** to some but if I see something I do not like, I write that person off then and there. Plus if you screw one of my friends, I am loyal and write you off as well. Luckily since my business is still just a hobby not a total source of income I do not need to screw people.

Yes Harald I completely agree about letting people hold the snakes just for a picture or something like that. We usually take a snake that if we do not sell I give to the auction or pet store. Plus we take extra sanitizer so there is one on each end of our table for all to use, plus one just for us. Even if others don't care enough to protect their animals because it may cost them a couple bucks, we let everyone use ours not just people talking to us. I have seen some pretty nasty stuff come from shows

I hear ya Robert, I will pay more and buy from someone I like over some jack off that has a cheap price. There are so many people out there making snakes that only care about making a buck. Walmart of snakes!