Time for an off topic post!
Well, it’s actually not that “off topic” as it’s still all about selling online, customer service and in general, the proper way of running a business.
So here’s the story:
I’m buying some new machinery (I will do a separate post on that in a few weeks’ time) and it needs a decent air compressor to run it. So I started looking around at online shops in the UK (due to weight/size/warranty I didn’t want to import it) selling air compressors.
As with any such new equipment that I’m not familiar with, I started my research by reading reviews on Amazon. I know that the compressor I have in my home is super loud and not something I would want to use in our office so my search was narrowed down to ultra-quiet air compressors that run below 45 dB rating (that’s roughly the sound level of a quiet conversation).
Amazon’s prices on what I needed were actually very steep so I started looking for online shops that were selling these compressors. And thankfully the prices from many of these shops were a lot more competitive.
Now, the fun part started when I contacted these companies, many of which are fairly large, multi-million pound businesses.
I whitelisted 5 companies that looked best to me – by the range of compressors they had, their prices, and the overall look of their website (how professional they looked and whether they specialise in such tools or just sell them on the side).
Now from the 5 companies that I chose and contacted, I’ll let you guess how many replied to me…
YES! I’m a customer looking to buy a £1000 air compressor and only 2 of 5 companies managed to find the time to get back to me. This was last week, and I still haven’t heard from the other 3.
And it’s not like my message to them was annoying or anything like that – I just asked what dB rating a particular model had and how much the compressor weighs. That’s it – a quick, polite and to the point request.
From the two companies that did answer, one replied within an hour or so (excellent) and the second one was a lot slower, answering after roughly 30 hours. [Read more…]