Customer Service / BHB

[Lizardlicks]

Morphmarket.com is also a thing and one I find infinitely easier to navigate and find what I'm looking for.

[CD CONSTRICTORS]

Some people are too busy making TV show's and trying to be famous instead of taking care of potential, or existing customers.

http://www.discovery.com/tv-shows/ve...barczyk-chewy/

[bks2100]

Some people are too busy making TV show's and trying to be famous instead of taking care of potential, or existing customers.

http://www.discovery.com/tv-shows/ve...barczyk-chewy/

Which isn't really a bad thing, I'd imagine that he makes a considerable amount off the videos and shows he does. I mean people here are saying it's bad customer service, but it's more like poor communication than poor customer service. When I think someone has poor customer service I think they send the wrong snakes, there's something wrong with the snakes, they never meet deadlines, etc.

That said they really need to get at least a decent system going for people trying to buy snakes. He's a big name for all sorts of snakes and any new person that looks at youtube for 10 minutes will learn his name and his face. He needs to leverage that exposure to help sell snakes. I've seen plenty of people on forums post about how they bought a snake from one of these big breeders and when I look at their prices they're a bit more than most on kingsnake and morphmarket. I'm sure their snakes are great quality, but you're paying a lot for the name.

[Reinz]

Just the opposite.
Absolutely HATE talking on the phone!
Much prefer e-mail.

BHB should get rid of those e-forms if they are not prepared to respond to them. The show encourages e-mail responses to the episodes, ("Tell us what YOU think about blah, blah blah...") so they can hardly claim to be too busy!

Plenty of other breeders out there who give excellent and timely customer service.

Haha, I'm the opposite!

I despise email! It lacks the HUMAN touch.

I much prefer the phone.

[PitOnTheProwl]

Some people are too busy making TV show's and trying to be famous instead of taking care of potential, or existing customers.

http://www.discovery.com/tv-shows/ve...barczyk-chewy/

That is what hired employees should be doing.

[CD CONSTRICTORS]

Which isn't really a bad thing, I'd imagine that he makes a considerable amount off the videos and shows he does. I mean people here are saying it's bad customer service, but it's more like poor communication than poor customer service. When I think someone has poor customer service I think they send the wrong snakes, there's something wrong with the snakes, they never meet deadlines, etc.

That said they really need to get at least a decent system going for people trying to buy snakes. He's a big name for all sorts of snakes and any new person that looks at youtube for 10 minutes will learn his name and his face. He needs to leverage that exposure to help sell snakes. I've seen plenty of people on forums post about how they bought a snake from one of these big breeders and when I look at their prices they're a bit more than most on kingsnake and morphmarket. I'm sure their snakes are great quality, but you're paying a lot for the name.

You're paying for more than just a name. You're paying for the service that comes along with that name. If no one replies to repeated emails and calls, then what service do you expect after the sale? Probably much less than before your purchase....

I'll give some great examples of customer service.... JKR. Yes, I've spent a good coin with him, but he answers all kinds of non-purchase related questions (and generally within a few hours). Justin has even given me tips on breeding rats!! That is the service you pay for when you buy an animal that may be priced $500- $1000 more than the same animal from someone else.

Colin Weaver (ECRB). Great animals, and good advice as well.

One purchase from one of these guys buys you a lot more than a receipt with a name on it. It buys you invaluable insight from breeders that have been in the industry for well over 10 years. To me, that's worth an extra 10-20% on a purchase.

I give advice to all kinds of people who don't even buy from me. Maybe someday they will remember my name and grab something I have that they like.

[Reinz]

Well said CD

[Lizardlicks]

Which isn't really a bad thing, I'd imagine that he makes a considerable amount off the videos and shows he does. I mean people here are saying it's bad customer service, but it's more like poor communication than poor customer service. When I think someone has poor customer service I think they send the wrong snakes, there's something wrong with the snakes, they never meet deadlines, etc.

As someone who has worked in various customer service fields for more than a decade and has recently started running their own business I can absolutely guarantee you that good communication is the FIRST AND FOREMOST component of good customer service. Being open, honest, ready to not just hear what the customer is saying, but listen and respond appropriately to them will turn an unhappy customer into a happy costumer, and a neutral or happy costumer into a life long repeat customer. Bad at communication is bad at customer service. A wrong product, defective product, or late delivered product are all mistakes that can happen no matter how good you are, or how well you run your business. The key to if you have good customer service is how you respond to those situations, and address it to the customer which, again, requires good, clear, and prompt communication.

[CD CONSTRICTORS]

That is what hired employees should be doing.

Possibly, but with maybe 10 employees and his spoken number of 30,000 snakes, that leaves 3,000 snakes for each employee to care for. You think they have time to answer the phone (if they're doing their job)?

[OhhWatALoser]

I'll give some great examples of customer service.... JKR. Yes, I've spent a good coin with him, but he answers all kinds of non-purchase related questions (and generally within a few hours). Justin has even given me tips on breeding rats!! That is the service you pay for when you buy an animal that may be priced $500- $1000 more than the same animal from someone else.

I will vouch for this as I have never bought anything from him and has still answered question I have asked him unrelated to a purchase. Given the animals he produces though, I don't see how I could not buy from him in the future. Awesome and unique stuff.

I'm with everyone else on this, if you set up a means of communication and don't communicate, that's just losing potential customers. I don't feel it is the customer's responsibility to try multiple means of communication. It should be near effortless.