Archive for the ‘customer service’ Category

The End of “Reseller” Pricing

Thursday, March 4th, 2010

spokesguyA daily stop on my internet browsing journey is Seth Godin’s blog.  He teaches simple life lessons  from a business person’s point of view and he really speaks my language.  I recommend him highly.

Today  Seth’s posting deals with how a business can keep prices down by having a customer do some of the work.  This is what internet pricing is all about.  When we are able to get you to do most of the time consuming work in setting up an account (read-data entry) and processing payments (read-credit card authorization), then there are savings that can be applied to our pricing.  A more direct  route between us and our customers means a more efficient operation. Thus, a narrower profit margin is acceptable.  No need for a middle man to do any hand holding on either side of the transaction.

We get the same phone call almost every day (different caller-same script).  It always starts out “ I found you on the internet.”  “We are a reseller and I was wondering if you have reseller pricing?“  I patiently try to explain that we do have scaled pricing, but it is based on how much you buy, not who you are.  It’s not like you found us on some sort of “secret” internet.  If you found us online, then so can your customer.

By asking for “reseller pricing” you are asking me to pay you to do work that I have already done-making our company easy to find by anyone who might need our products.

Unless you can convince me that by selling through you that some sort of value is added for the end user, then we will continue to do all we can to avoid the middle man.

GoodBuyGuys.com is your online source for Permacel gaffers tape,Duracell Procell batteries,  Nashua duct tapeBay State wire tiesHosa and Entertainment One extension cords and OnStage Stand mic stands.

Do We Really Need The Penny?

Wednesday, February 24th, 2010

good-idea-jeff_small_bigger

I’ve been working on this idea for a while, but I need a little help.  It makes sense to me, but I can’t quite do the math.

There’s lots of talk these days about getting rid of the penny.  The government says that the cost of producing the one cent piece is more than the value of the coin and that the great majority pennies are in jars on dressers or in the sofa cushions.  Still, pennies continue to be produced by the millions.

One reason is pricing.  I have long believed in the power of a nine (e.g. $.99) in the pricing of items, making a customer subliminally believe that they are getting a bargain.  Its deeply ingrained in retail thinking and we use it ourselves on almost every product we sell.

Getting rid of the penny would mean a revolutionary new way of thinking about price.

How about this instead.

Get rid of the penny, but leave the nines (or whatever the number) in the price.  Every transaction would be rounded up or down to the nearest nickel.  A $.99 item would round up to a dollar when the transaction was completed, a $.91 or $.92 item would round down to $.90.  If the price was $.93 or $.96, you would pay $.95.

At the end of the day (or week, or month) I’m guessing that the total amount charged by a merchant, between rounding up and rounding down, would be almost, if not exactly, what would have been charged if the actual price was used, even after adding sales tax.

If this worked, current pricing psychology and pricing schema could remain in place, the books would balance, and that pesky penny would be a thing of the past.

Yes, I really thought of this myself.

Good idea, or no?  I’d love to hear from you.

GoodBuyGuys.com is your online source for Permacel gaffers tape,Duracell Procell batteries,  Nashua duct tapeBay State wire tiesHosa and Entertainment One extension cords and OnStage Stand mic stands.

It’s Getting Tougher To Find The Deals

Tuesday, February 9th, 2010

spokesguyA troubling new pricing trend is developing in online pricing and it’s making things more difficult if you are looking for a deal.

Pressure from manufacturers to control the price that online merchants charge for certain items mean that more and more web sites are no longer posting pricing with their items.

What may first look like an unwillingness of the seller to show you the price may actually be an effort on their part to keep the manufacturer from forcing them to charge a price dictated to them.

When you look at an item on a web site but can’t see the price until you “put it in your shopping cart“, it may be an effort on the merchant’s part to keep the manufacturer from easily seeing what price is being charged.  Because the price doesn’t appear with the item,  it won’t be indexed at popular shopping “bots” like Shopzilla and Pricegrabber, making it a lot harder for the manufacturer to control.

New interpretations of anti-trust law have given the manufacturers a lot more power in dictating prices to sellers.  Posting “lower than approved” pricing at a web site may violate advertising agreements.  This is likely why you can’t see the price until you add the item to a shopping cart.

This makes comparison shopping a whole lot tougher.

Periodically we are approached by manufacturers who would like us to sell their products, but negotiations always quickly end if they attempt to dictate the price we will charge our customers.  So called “MAP” pricing (minimum advertised pricing)does not come into play when we determine how to price what we sell to you.

We will always strive to give you the best price without regard to what the manufacturer thinks we should charge.  If we can take advantage of lower overhead and other efficiencies to offer you a better price than the competition, we are happy to share the savings.

GoodBuyGuys.com is your online source for Permacel gaffers tape,Duracell Procell batteries,  Nashua duct tapeBay State wire tiesHosa and Entertainment One extension cords and OnStage Stand mic standsShare your ideas on internet pricing with our readers.

Who’s The Winner Here? Probably Not You

Friday, January 29th, 2010

This week’s announcement that the US Justice Dept. would allow the merger of Live Nation and Ticketmaster is a game changer for the entertainment industry.

If you’ve attended a major concert or other arena event recently, you realize that you can’t turn around without someone sticking their hand in  your pocket, even though you’ve already bought a ticket for the event.

Start with the ticket service fee.  You can’t buy a ticket without paying that, even if you purchase at the box office.

Next comes parking.  $7.00 is the going rate around here, and some tickets automatically add a parking surcharge to every ticket, regardless of how many patrons might share a ride.

Next comes concessions.  Mandatory purse and backpack checks assure that you won’t bring in so much as a bottle of water.  Once you’re inside, prices range from $4.00 up for a simple snack to as much as $11.00 for a beer.  If you’re covering the cost for a family of four, your out of pocket expenses can easily double the ticket price.

Ticketmaster and Live Nation share the credit for devising this system, and the Justice Department decisions means that it is now open season on event patrons.

By allowing these two companies to combine forces there is no longer any reason for one to try to gain a competitive advantage over the other by pricing tickets or add ons more competitively.

If you are concerned about this pending monopoly, you might find this web site interesting.

GoodBuyGuys.com is your online source for Permacel gaffers tape,Duracell Procell batteries,  Nashua duct tapeBay State wire tiesHosa and Entertainment One extension cords and OnStage Stand mic stands.

Might Be Time For A Password Change

Friday, January 22nd, 2010

spokesguyIf the password for your bank account is 123456, you’re in good company.  Apparently the need for difficult to guess (read, difficult to hack) passwords is lost on millions of internet users.

As more and more financial and other sensitive transactions migrate to the internet, the need for upgraded security at the user level is lagging dangerously behind.

Recent New York Times research identified about 30 passwords that tens of millions of users turn to over and over.  One of the most popular is “password”.

New tools available to hackers allow automated attacks incorporating the most popular passwords to break into supposedly secure accounts.  Increasing the pool of most popular choices from 30 to 5000 shows that a full 20% of internet users’ passwords are included.

Fast computers coupled with speedy networks give hackers the tools to go after thousands of accounts simultaneously.  Couple this capability with software that can automatically resubmit passwords over and over until access is gained, and the time consuming problem of cracking log ins is not longer an issue.

For secure passwords, always mix numbers, letters and characters and use both upper and lower case.  Use 12 character passwords to protect your most sensitive data and stay away from the most popular 30 choices.

GoodBuyGuys.com is your online source for Permacel gaffers tape,Duracell Procell batteries,  Nashua duct tapeBay State wire tiesHosa and Entertainment One extension cords and OnStage Stand mic stands.  Read about our security policy here.

Just Call Us At 1-800-We’ve-Got-No-Phone

Thursday, January 14th, 2010

spokesguyI doubt if I’m the only one that finds irony in Google’s latest customer service problem.  They’re selling phones, but apparently they don’t have any of their own.

The new Nexus One cell phone was released earlier this month, but buyers, some whom have paid over $500.00 for the smartphones, find they are on their own if they have problems.

Not only does Google not provide a customer service phone number, they have announced that buyers should not expect to have emails answered for at least 48 hours.

This has the potential to give Google a real black eye before they even get started with their new hardware sales initiative.  A company with the profits and excess cash flow of Google would have had no problem in financing and developing a customer service operation to support the launch of the Nexus.

It’s hard to know if they were being arrogant, or just naive, but they would have had no difficulty in understanding what sort of customer support would be required to support a new cell phone.  Just visit a Verizon store.

GoodBuyGuys.com is your online source for Permacel gaffers tape,Duracell Procell batteries,  Nashua duct tapeBay State wire tiesHosa and Entertainment One extension cords and OnStage Stand mic stands.

How We Treat Our Best Customers

Wednesday, January 6th, 2010

spokesguyI rarely go to the grocery store during the week, but I was out of the office this morning and stopped by to pick up something for lunch.

I grabbed a couple of items and jumped in the express line.  To my right, each of the next three lanes had at least two young mothers with one or more children in tow.  My items cost less than six dollars, but their overflowing carts suggested that they would spend a hundred dollars or more by the time they left the store.

What sort of thinking would lead the store management to allow me to jump in a quick serve line, but force these loyal high dollar customers to line up one behind the other and wait to be served while they attempted to keep their kids entertained?

Seems backwards to me.

Why not have a “moms only” line, one where the store would provide a little extra service while assuring that these valued customers were able to get in and out with as little complication as possible?

Parents purchasing for the family will be back to the store over and over again, yet grocery stores continue to serve the lowest dollar customers with the highest level of service while they buy items that they may not purchase again for weeks.

Just something to think about.

GoodBuyGuys.com is your online source for Permacel gaffers tape,Duracell Procell batteries,  Nashua duct tapeBay State wire tiesHosa and Entertainment One extension cords and OnStage Stand mic stands. Share your insights on customer service with our readers.

Think Twitter Doesn’t Matter? Dell Knows Better!

Tuesday, January 5th, 2010

spokesguyDell’s recent failure to deliver Christmas computers before the big day has proven the power of Twitter in a big way.  Tweets about products and delivery times have caught the attention of no less than the New York Times.

Every desk in our office holds a Dell computer, but recent Twitter posts will certainly make me reconsider their computers the next time we need a new one.

The Times reports that thousands have posted to Twitter about their Dell experience and the conversation has even migrated to Dell’s own blog.  Complaints of delivery times delayed by as much as two months have forced Dell to go on the defensive, but they seem unable to counter the volume of complaints that continue to flow to Twitter.

Fair or not, the ability of a customer to post to Twitter about a consumer experience and immediately join a community of like minded buyers means its a new day for big players like Dell.

Do you have an insight into using Twitter or other social networks to take on a Goliath?  Share it with us.

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When Is A Holiday Not A Holiday

Tuesday, December 29th, 2009

ted_headLately, it seems that the day before a holiday has become a de-facto holiday.  That’s not  exactly the way I would recommend digging out of the worst recession in 75 years.

Our UPS pickup driver just dropped by to let us know that UPS had decided to make no deliveries on Dec. 31 and that he had been ordered to take the day off.  We have been shipping UPS this fall for the first time in several years, and, all  in all, it has been a good experience.

Discovering that they would not be serving their customers (namely, us) on a day when we will be open and serving our customers (you) really caught us off guard.

It is difficult to see how a company whose third quarter 2009 revenues were down almost $2 billion can really afford to take off a holiday that no one else takes off.  When your average daily package volume, your operating profit and your earnings per share are all down significantly from 2008 levels, the logic of this decision escapes me and will probably escape the logic of the stock market as well.

We spend much of our time making sure that we partner with businesses who have our customers’ best interests in mind.  UPS’s unwillingness to deliver to our customers, many of whom will be involved in producing New Year’s Eve events, on what should be a regular work day makes our job a lot more difficult.

I’m glad we kept our FedEx account open.  We’ll be happy to ship your order for  Dec. 31 delivery even if UPS isn’t.

GoodBuyGuys.com is your online source for Permacel gaffers tape,Duracell Procell batteries,  Nashua duct tapeBay State wire tiesHosa and Entertainment One extension cords and OnStage Stand mic stands.  Meeting customer needs will always be job 1!

Hey AT&T. What Part of “Unlimited” Don’t You Understand?

Friday, December 11th, 2009

spokesguy One of the best parts of my day is the time I spend reading the New York Times.  It seems to be one of the few daily papers that is holding its own, at least when it comes to generating lots of useful content.

I’m not sure how they are doing financially, but their bottom line has to be helped by the constant barrage of gaudy (orange!) full page ads that AT&T is running.  Seems like there have two or three in the front section every day since the beginning of the month.

I ignore the ads (not easy to do) but my eyes were drawn to this article in the business section about none other than AT&T.

It seems that they are asking their customers who subscribe to unlimited data plans to limit their bandwidth usage or face the possibility of being forced to a “pay as you use” plan.  Apparently, AT&T is unable to handle the data requirements that are being generated by IPhone users, even though they are the only service provider that works with the Apple smart phone.

Instead of expanding capacity and providing the service that they promised, mighty AT&T intends to “educate” their customers about their data consumption in hopes that they will  “cut back”.

Hey AT&T!  Instead of spending huge sums of money on luring new customers with full page ads, how about building some new towers.

GoodBuyGuys.com is your online source for Permacel gaffers tape,Duracell Procell batteries, MagLite flashlights, Nashua duct tape, Bay State wire ties, Hosa and Entertainment One extension cords and OnStage Stand mic standsIf you’re frustrated with AT&T, share your story.