What does one do to make you want to do business with them (or not?)

Another thing that seems to be floating around right now...


What makes you feel comfortable with doing business with someone?


What makes you change your mind?


Once your mind is changed, what needs to be done for you to want to do business with that person again?

For me its a mix of reputation, professionalism and partially ethics.

I'd change my mind when they royally screw up or act or respond in a manner that raises my internal red flags, that could range from them taking over week to respond to an email (faux paux in my mind), or it could be the way they handle themselves in the public eye.

To change my mind, I'd really have to see a strong effort with results on their part to fix the wrongs.

1) Someone who answers e-mails! I can't tell you how many people will not answer email or get back to you several days later after you've solved your own problem and say sorry we've been so busy at the facility. Too busy to answer the customer? Then sorry I'm too busy to buy from you. Not to be mean I understand it's a huge chore but you really need to stay on top of customer service.

2) Also someone who has flexible payment methods.

Theres alot more but these are the first two off the top of my head.

For me its a person's ability to effectively communicate. If I ask a question I don't want to have to wade through a song and dance to figure out the answer I was looking for.

Also a person that does what they say. If you tell me I'll get you a price and Pics by 5 tonight at 9 pm your out of luck by then I don't care.

Oh, I like this thread.

As a Manager of a small/one shop/locally owned business, this thread is important to me.


For me to stick around, I need a few things:

Comfort. I need to feel like I want to be there. (for most places, this is easy, if you go to a reptile store, it's because you love reptiles)

Confidence. I need to know that the person(s) I'm dealing with knows what he/she is talking about.

Trust. I need to know that the person(s) I'm dealing with is going to be honest with me.

Beyond that, I generally like going places where I actually like the person I deal with.

I do ALL my business with a guy named John at Arizona Reptile Center here in Arizona. Great guy, knows his stuff.


As far as second chances? Most of the time I don't give them. Unless I really feel like it was just one employee who sucked (which still might keep me away) I just won't go back. There are plenty of other choices out there.

-Smiles.- There are a lot of really important factors for me to do business with someone.

1. Great customer service. If I'm having a panic attack over a snake(which doesn't happen often), I need that person to be available. If I want to talk shop and possibly buy another animal, I want my breeder to be available to talk.

2. Great animals. I can't stress how hard it is for me to buy snakes because I'm really head shy about some people and their animals. I want to see an active, maybe even slightly nippy snake come out of the box. I don't want a sluggish animal. I want to buy a vibrant snake.

3. Great prices and great payment plans. We're all falling on hard times and I'd like to be able to do business with someone who's willing to meet me half-way.

4. Someone who I could possibly have a beer(or white mocha) with afterward. I'm a laid back kind of girl, and after spending over a hundred dollars on a snake, I'd like to just relax.

Communication and good customer service is number one in my book. As some may know I'm boarder line anal when it comes to info and upkeep of my animals. Well I'm equally anal when it come to communication. I text,call, or email often and it's how I stay in touch. I know I have called everyone I've sold anything to multiple time to check and see how the animal is doing and even to just shoot the poop persay. I have everyone I've done business with in my phone. Now I don't expect big time breeders to have the time. I can personally say I've never had a problem with any breeder I've needed to talk with not call me back in a day or so, be it Bryce, Heather, Brian, or Ralpie. So it's all in the communication and customer service. I've never had some e turn me off from buying from them, but if they do something so bad I'd never give them that second chance

Very good question.

For me, it really rests on three things:

1. Customer service. This is HUGE. If I am not going to be treated like my money is appreciated, they must not need it that bad. Willingness to answer questions and solve problems (with the purchase) AFTER the sale goes a long way. If an animal dies a few days after being delivered and the breeder tells me I am SOL because they only honor 'live delivery' - They will never get another cent of my money. I don't care what their TOS is.

2. Quality of their animals. There is nothing better than getting a happy, healthy, good looking animal. nuff said.

3. Good rep. The person I WANT to do business with is the person who treats everyone like a friend. I would even overlook lack of experience and buy from a new breeder, if I know this person will stand by their animal.

Oh, also, I probably would not change my mind about someone if they have proven to be untrustworthy. Life happens, thats understandable, and sometimes things get screwy with a sale...fix it...don't make excuses. Then my mind won't need changing

For me to do biz the first time... critical is...

ANSWER EMAILS!!! Seriously. Pretty basic and how hard is it? If that is your business, then that should be a priority.

If I ask about an animal that has sold... email me and say that... I may buy something else.

UPDATE YOUR SITE. How many breeders have outdated sites. If I need to see what you have available. I want to be able to click and see... cause my other option is to email. SEE ABOVE.

For me to buy again...

ANSWER EMAILS. *SEE ABOVE*

For me to never buy from you. Spend time online trash-talking other breeders... I think it is the most vulgar thing a breeder can do (yeah You Tube vids count).À

Having good animals and a good rep just goes without saying. That is usually pretty easy to find out if the breeder is connected online.

Bruce

I completely agree with Bruce and Connie, et al. Confidence and mutual respect are a must when buying.

But here's the other side of the coin, for me. I'm a small breeder, I breed projects that make me want to jump out of bed in the morning to check what I missed. I do not rely on any of my breeding for income, whatsoever. So, as a seller, I give a spit what happens to animals in the long term. I will not sell to just any joe blow off the street.

Here are a few of my red flags.

- Don't send me an all caps email, without bothering to say who you are (ie here is an actual email, in full, I received today.... "CAN YOU SEND SOME PICS OF THE MALE AND HIS WEIGHT INTERESTED IN PURCHASE" ) I sincerely will not get into it with someone who can't even say... " Hi, I'm so and so, and I just wanted a little more info on X. Pics would be great."
It's called courtesy and it goes both ways.

- Don't send me a ridiculous lowball that tells me you have no idea what you are even inquiring about. Yes, there is a little flexibility, no, I will not sell a 1k snake for $300 shipped. It's offensive and I will not take any additional requests from you seriously.

- If you are new to the hobby and just getting into it, say so. Don't try and act like you wrote the book on whatever snake you are inquiring about. We've all been there trying to learn as you go and most of the other breeders I know would be happy to chat and explain anything you don't fully understand. A reputable breeder is in it for the love, not to turn stock as fast as humanly possible.

I'll get off my soapbox now. Just wanted to put in my .02

Cheers,
Kat

Here are a few important thing for me

Good reputation
Professionalism
Nice animals
Good customer service
Knowledgeable
Down to earth
Good communication

Firstly, they must have an animal that I am looking for. This means there should be a photo of good quality and the animal appears healthy.

When I inquire about an animal, they should be at least somewhat professional and preferrably friendly. They should be able to answer my questions completely or better yet they should have all information on the ad itself.

If ordering online I believe they should accept at least paypal or personal check or money order. Payment plans are a plus especially if they advertise payment plans.

They should be certified to ship live animals through a carrier that knowingly provides this service, and they should at the least guarantee live arrival if the package arrives in my hands on time. If there is a problem with shipping they should be there to help solve the problem, and if something happens to the animal during shipping, they should do their best to remedy the situation depending on the wishes of that individual customer.

They should provide at least a 24-hour guarantee on the animal in case there is some kind of problem as far as the weight, sex, color, ect. of the animal.

Really the most important thing is that they do their best to ensure the customer is satisfied, and express in some sincere way that they appreciate their customer.

I would have to say the customer service (e-mail reply) is one of the big ones. I recently found someone the breeds here in the town I live in, and I sent them an e-mail to see how much one of their snakes were and if they were willing to take a payment plan. I heard nothing back. Now if this person doesn't want to do payment plans is fine with me, I completely understand. All I ask is that you write me back and explain that to me.

I'm agreeing with a lot of this~ but the email thing............
Do you check your Spam fliter regularly? No kidding~ I get 200 - 300 spam a DAY (I've had the email address for so long that apparently it's on EVERYBODIES list) Do you have any idea how often inquiries wind up in my Spam filter because they have subjects that sound like spam? And if I don't know who you are and am not expecting an email from you.......if it winds up in my spam filter with a subject such as "Interested" I'm not going to notice it before I delete it.

That's a very good question. As a buyer we would want the issues listed above to be addressed.

On the other end of the spectrum I am with Jane. My animals don't support me.

I understand how communication and customer service are important to being in the business...I just want to throw in another perspective.

Read the website fully, some of us do update at least once a month. Then if you have questions send an email and you are right to expect a quick response. I am available 24/7 (unless I am sleep) for any issues that may arise with my animals that have been sold. I will bend over backwards within reason to make sure that they remain happy with their purchase(s).

Please do not IM me with questions on an animal that was purchased somewhere else. I am polite, but I dislike discussing other breeder's animals and would prefer that anyone that buys an animal from a specific breeder...contact them, they know the animal better than I do. Do not ask me if I think a price advertised on another site is a fair price. It's their animal talk to them; I am responsible for my own prices only and really have no opinion on the prices of other breeders.

Please remember that although my IM is open almost 24 hours a day, that does not mean that I am actually at the computer. I may have forgotten to put on the "away" status indicator.

For me to want to sell to a buyer, they would have to show that they at least have a clue how to take care of my babies. I have sold one hatchling to one youngster but both her parents were supportative and their mother even sent me a personal email... so I was confident that my baby was going to a good home.


If both the seller and breeder just take the time to understand the limitations and responsiblities of running a business things would be much easier.:)

I get that people get busy... especailly during breeding season etc... but i think that it is the responsibility of the breeder to keep up on email and sites.

I have sold my first two clutches online, and get how frustrating it can be... but even if a person just keeps a page of macros to cut and paste that is something.

Especially when breeders do not have spaces to visit, consumers cannot come and see the snakes, and money is exchanged before you even see the snake you are getting.

I work in retail and we have a policy that selling a bulb (I work in lighting) is as important as selling a 10,000 light, as the person that buys that bulb, if he/she gets bad service will never come back, they get good service then they may be the next big sale.

And they will likely tell/bring their friends...

Customers are loyal so you cannot predict where the sales may go.

It is just my personal peeve. Even if I buy from a person, and I get bad service or dismissive service after the fact I will hesitate to buy from them again.

Snake buyers are repeat customers, as consumers we are ALWAYS buying and looking for more snakes. And we tend to buy better and more expensive snakes with each purchase...

Just a thought.

Bruce

Quote:

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Originally Posted by Cheryl Marchek aka JM

I'm agreeing with a lot of this~ but the email thing............
Do you check your Spam fliter regularly? No kidding~ I get 200 - 300 spam a DAY (I've had the email address for so long that apparently it's on EVERYBODIES list) Do you have any idea how often inquiries wind up in my Spam filter because they have subjects that sound like spam? And if I don't know who you are and am not expecting an email from you.......if it winds up in my spam filter with a subject such as "Interested" I'm not going to notice it before I delete it.

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I always check my spam inbox for this reason!!! Sometimes i get responses from dealers/breeders etc. that end up in my spam.

Great questions Heather!

I like knowing that I'll get histories on the snakes; hatch dates, current weight, not so much sheds and poops, (although it's nice) but feeding... and more importantly WHAT they have been feeding on.

Definitely a response to a question... *timeline within reason, I know life happens*

Actually, I like speaking with people in person, or over the phone, or at least having the option in case there is a problem with shipping, etc...

"Knowing" the person... I think the only snake that I purchased without knowing the seller through the net, or meeting at a show, was Naomi my female Mojave. And well, I just HAD to have her when I saw her and haven't regretted it one day!

Of course the representation of the animal; the photos and info on the sight. It doesn't haft to be fancy, just a decent pic... maybe a description if needed, and a hatch date.

Being REAL. REALLY real... not just a used car salesman.

Quote:

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Originally Posted by photoman100169

I would have to say the customer service (e-mail reply) is one of the big ones. I recently found someone the breeds here in the town I live in, and I sent them an e-mail to see how much one of their snakes were and if they were willing to take a payment plan. I heard nothing back. Now if this person doesn't want to do payment plans is fine with me, I completely understand. All I ask is that you write me back and explain that to me.

---

Case-in-point. Check your messages guy-who's-name-I-still-don't-know, despite your repeated notes to me and your offer to sell me rodents CHEAP.


~Kat

Quote:

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Originally Posted by janeothejungle

Case-in-point. Check your messages guy-who's-name-I-still-don't-know, despite your repeated notes to me and your offer to sell me rodents CHEAP.


~Kat

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man Kat your brutal and so damn funny:8::8::8::8::8:

Thanks a lot, Tim. I was totally going to go back and edit, but now my foul mood is out there for all to see. I'm going to bed post-haste before something else sets me off.


~Kat

Quote:

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Originally Posted by Bruce Whitehead

I get that people get busy... especailly during breeding season etc... but i think that it is the responsibility of the breeder to keep up on email and sites.

I have sold my first two clutches online, and get how frustrating it can be... but even if a person just keeps a page of macros to cut and paste that is something.

Especially when breeders do not have spaces to visit, consumers cannot come and see the snakes, and money is exchanged before you even see the snake you are getting.

I work in retail and we have a policy that selling a bulb (I work in lighting) is as important as selling a 10,000 light, as the person that buys that bulb, if he/she gets bad service will never come back, they get good service then they may be the next big sale.

And they will likely tell/bring their friends...

Customers are loyal so you cannot predict where the sales may go.

It is just my personal peeve. Even if I buy from a person, and I get bad service or dismissive service after the fact I will hesitate to buy from them again.

Snake buyers are repeat customers, as consumers we are ALWAYS buying and looking for more snakes. And we tend to buy better and more expensive snakes with each purchase...

Just a thought.

Bruce

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Totally agree! It's simple to have emails forwarded to a cell phone. But I do understand how difficult it can be to stop and check and email that has nothing in the subject line but "Interested" :rofl:

The fact that they can't visit my place of business is one of the reasons that I keep my prices low (marketing strategy). It's hard to know who to trust in this day and age of scammers and thieves, so it helps to get your name out there and get to know some of the respectable breeders that have been in the game for a minute. If it weren't for scammers, thieves, and haters, I wouldn't mind letting a customer come and pick out their own animal...but that's not very wise or safe when you are a single woman operating out of your home. Then.... someone may bring one of THEIR animals for you to look at, and their animal may have IBD or MITES...so it's wiser not to have strangers in and out of your home.

Because I am paranoid about getting ripped off myself, I use the Degei software, so my customers get their animals last 5 meal dates, poop and shed (automatic built in). Now that I have had quite a few people wanting to know hatch dates, I'll include that. This software helps both me and the customer because they are able to see the pictures on the site and the software printout of the animal's info also includes a picture of the animal. This allows them (and me) to compare and match up the markings on the animals so that they can be assured that they have the same animal as on the site.

I don't like breeders who just try to sell their snakes without any regard for where they are going. I go to the All Ohio reptile show just about every month, and there are always breeders there who are wonderful and willing to talk about the animals and discuss payment plans and give you their business cards and offer to answer any future questions.... Then there are breeders who hand you a snake, tell you how much it is, and when you say something like "well I'd really like to, but I can't afford it just now" they'll try to push it on you and get you to buy it on the spot. One time I was looking at a guys ball pythons and he gets out his 7 year old red tail boa and handed it to me and tried to get me to buy it:confused: It was then I walked away from his table and had a meaningful discussion about breeding with someone who I ended up emailing back and forth and eventually bought my two newest additions from.

Customer service is a major thing. If they cant take care of business how can they take care of their pets.

Customer service, answering communications promptly, all the stuff mentioned before. I also appreciate candor and maybe even a bit of small talk. The guys/gals who've made me feel like I'm not just dollar signs but maybe a friend as well are the ones I buy from repeatedly. I also like flexible payment plans, giving someone more than a month to pay off the higher dollar morphs.

A seller beating around the bush or flat out being dishonest makes me run for the hills.

I have seen reptile breeders that have reputations for producing healthy, quality animals that are nothing less than abusive when participating in online forums.

Does this affect anyone's decision to buy from them? If you can get a beautiful animal at a great price, do you pass because the breeder is known for antagonizing forum folks?

One thing I hate is instead of emailing you call someone, and they sound like they have better things to do than answer questions or find online the animal your talking about. earlier today I called someone about a reptile and asked if they wanted its id number and they said " Well DUH"