Summers end is almost upon us ,so, for those who enjoy my rants....heres officially the last summer rant of 2014. There are 4 ways to communicate with us.....phone, email, facebook and a store visit. We try our best to return messages and emails. I spend my day helping individuals by not only filling whatever order they may need, but also answering any questions they may have and guiding them in the ways of beekeeping. Teresa, does this all day as well. But, it has been brought to my attention, that if we dont stop what we are doing and rush to the phone every time it rings, we are not running a proper business. There are times I interrupt helping customers to answer the phone, and every time I do so, it makes me feel so rude. Unlike some of the BIG NAME companies, I do not want to hire a secretary or order taker (who doesnt know their ass from a hole in the ground if you happen to have a bee question or want to know an opinion about a certain item that you are considering purchasing.) Thats not the business I want to have. This business, unlike some, is not a secondary business that can be used as a write off if it doesnt make money. This is my familys sole income, so I have to be careful of the out pouring of cash, or area folk will have to revert back to the way I used to get supplies ... by paying outlandish shipping or driving a 6 hour round trip to put my hands on an item. So....some people might have to wait 5 minutes for a call back or look around the store for 10 minutes until we can finish with the previous customer. We also ship when needed, these phone orders take a few moments, and I am known to call people back if I am notified of an incoming call while Im on the phone, even if people do not leave a message. Customer service and satisfaction is what we strive for.....are we falling short of this or do people sometimes have to wait their turn. Waiting ones turn was a common courtesy that I learned as a young child. No cutting in line....screamed the teacher! But, I do understand that in this busy world that we make for ourselves, some tend to think they are more important and should receive special privileges. I guess I could increase my prices to hire extra people, maybe Im the one that should go out and get a higher paying job (I have several needed skill sets that could make me easily $30.00 + an hour. Then I could hire a more talented phone coordinator for $15.00 an hour and come out way ahead. Naaaaah, my customers deserve better than that. They deserve one on one interaction with the actual owners and experienced beekeepers. The goal from the very beginning of VBS was to HELP people, not to get rich.....good thing because I picked the wrong business for that. This goal has not changed and as long as I draw a breath it never will. So...if I have offended you by not answering the phone or making you wait a moment, I am sorry.....but, as the great Spock would put it...The needs of the many, out weigh the needs of the few or the one.
Posted on: Fri, 19 Sep 2014 14:18:43 +0000
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