Advertise your business for free
Since the beginning of Bonanza (then Bonanzle), providing a first class support experience has been a priority. Fortunately for us, we have a Founder/CEO who agrees and backs it up with every imaginable tool and resource that our support team desires (still waiting on the taco truck we requested a week ago!). We also have solid examples of world class customer support right here in the Pacific Northwest (Costco, Nordstroms, Starbucks, and Amazon) that we can draw on for examples on how to best serve our customers.
We receive about 10,000+ new opportunities (aka support requests) to interact with our customers every month. The majority of our requests are via email (Bonanza"Contact" page) but some are also via our Live Chat Support. We also receive requests via our numerous social networks (Facebook, Twitter, blogs, etc). That is quite a bit of opportunities to interact with our customers. Most of them are not "on the fence" customers or people who we have to convince to visit Bonanza, they are already here.
Having that sort of access to our customers is a prime opportunity to advertise our business. We may not be pushing specific services or items, but by providing the best customer service we can, we are building trust with our customers and giving them confidence in our product. We are also creating advocates that will share their experience with others who may have a need for Bonanza in one way or another. The advertisement we receive from our customer service team is not the type of advertisement you can buy but if you could it would be super expensive!
So keep in mind that every time you answer an email, send a package, upload a tracking number, etc. that you are advertising your business. Seize those opportunities and provide your customers with the best service you can and you will be rewarded with happy buyers. Happy buyers come back and are more apt to tell their family and friends about your exceptional service.
What steps have you taken to go above and beyond when serving your customers?
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8 responses to Advertise your business for free
I think you meant “Seize those opportunities”.
I knew that looked funny! Thank you
No problem.
I’ve been in retail for a long time. In the B&M World, I worked as a Liaison for Nordstroms Ready To Wear Division, servicing all the stores on the East Coast as well as the others nationwide for Hi-End Couture Fashions, as well as Customer Orders for Special Events. There were several occasions where a Customer Order arrived at the Distribution Facility the day the customer needed it for an event that evening. I made many trips to Washington DC (about two hours away in Rush Hour Traffic, but only 35 miles away) to hand deliver a suit or evening gown, and once drove as far as New Jersey for a Tuxedo delivery for a wedding the next day.
During the Inaugural Celebration for George Bush, many men were attending them in tuxedo’s, but had no idea how to tie a bow tie. We had curb side service where they could drive by on the way to the events and we would tie their ties for them. Its nice to see they are still carrying on this tradition, plus much more: https://www.northernvirginiamag.com/swag/2013/01/09/sales-news-nordstrom-has-your-natty-look-for-inaugural-balls/
On the flip side, I still keep in contact with both Hickey Freeman and Hart, Shaffner, & Marx, which are two of Nordstroms most popular manufacturers of Men’s Suits, and who most of our customer orders went to. I tweet for them on Twitter and they reciprocate.
So many stories I could share that happened during my 13 years with the company, but Excellence in Customer Service is what all customers want and expect above everything else, and what keeps them coming back again and again. I was trained well, and was awarded two Customer Service All Star Awards during my tenure, and try never to miss an opportunity to leave a lasting impression in my own business.
Here on Bonanza, I think most of us understand that you (meaning support) can’t make everyone happy all the time, but you guys and gals sure do leave a lasting impression of your own. It’s one of the reasons that I continue to sell here. I feel as if the support really does go both ways. I also believe that because of this, we service a better class of customers.
Thank you for your excellence in customer service as well!
I used to own a Flower Shop in Las Vegas. In the Floral industry it is ALL about customer service. We were dealing with Weddings, Funerals, Anniversaries, Births, etc. In short, we were dealing with peoples emotions. There was plenty of competition too. Las Vegas has over 230 flower shops! I decided that customer service is what would set us apart from the competition. We offered 24 hour service (Vegas IS a 24 hour town) and we were the only shop doing that at the time. We followed up each order by emailing the person who bought the flowers a picture of what was sent out on their behalf. We did everything we could to provide a better experience for our customers that would make them want to come back again.
The same thing follows with my online Bonanza shop. I deal with jewelry, this is a highly competitive category. To set myself apart from the big box retailers and other online jewelry sellers I decided to ship within 1 day, offer free shipping, free gift wrap, coupons to use on their next purchase (you’d be surprised how many take advantage of that) and always add a surprise gift. I give my customer more than was expected.
In my experience, Bonanza gives us more than was expected in Customer Service. I had no idea that the volume was so high (10,000 support requests a month? That’s crazy!) I have never had to wait more than a day or two to get help with my question. What I think is really important is that the management still seems to be enthused about Bonanza, it just shows. It’s infectious! Thanks for all the hard work you guys do in continuing to make Bonanza a great place to sell!
Communication is the KEY to great customer service. Letting the buyer know you are aware of the sale, responding quickly with a Thank YOU reply and that I am processing their order. Insuring them of the process by providing a Delivery Confirmation number of their shipment through Bonanza and Paypal. Enclosing a custom invoice with the Bonanza AND Cheyenne General Store Logo printed at the top along with a coupon code for any return visits to my store.
Again…I can’t stress this enough…Communication is the key…be prompt, understanding and above all read/listen carefully what the buyer has to say and all will be “happy, happy, happy” – Duck Dynasty
Customer service can make or break your business, and personal communication with your customers during and after the sale is a major part of that customer service. We at Slippers Unlimited, which is a division of our main internet retail business, have a very simple formula that we use in all of our business activities, which is " Exceeding Customers Expectations 100% of the Time". We can’t stress this “secret formula” enough to our Bonanza family members. It is very easy to do, please take the time to do it. Always remember, customers are not always right, but they are still the customer. Exceed their expectations, it is worth your time.
Have a Blessed evening everyone.
I feel that most of the big stores cannot give the same personalization that us smaller sellers can here on the internet. This is something to really take advantage of. Some big stores out in the world off the computer still do give excellence in customer service, but many of them have turned to quantity rather than quality.
My father is the main one who taught me in customer service…or I should say his customer service ethics. I grew up watching him treat his customers like gold, always hearing them out on what they had to say. He had owned a car lot. A customer could get very nervous when their car was broke down. But he had everything in place at his car lot. The tow truck, the mechanics and his connections and his natural gift of customer service. He was in business for 37 years up until he had to retire, so he knew what he was doing.
I love dealing with customer service 99.9% of the time lol. I find it easy to put myself in the customer’s shoes. If I’ve done something wrong that I am not aware of I definitely want to know and will work hard to fix it.
I’d also like to say thanks to MGMT. The personal customer service that we get is awesome!!!
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