You will notice we are doing product reviews again in the video section. I am a big believer that a purchase can be made or destroyed by more than just a bad product. The service and customer experience is paramount when it comes to luxury items and quite frankly if I am paying a premium, I fully expect an elevated level of service.
I am not saying everyone has to usher in a Tom Ford experience of single malts, champagne and round-the-clock service, but is it too much to ask for the basics? To me the basics are:
1. Respond to your emails and potential customers.
2. Know what you are talking about.
3. Know your product and delivery times.
4. If you are going to charge a premium price offer a premium quality.
5. Under promise and over deliver…always.
6. Remember…a few can affect many.
Some of the companies I have purchased from make the grade, but others don’t…so you will be seeing some very positive product and experience reviews…but you will also see some bad ones.
Caveat Emptor!
Absolute truth. I recently had to keep someone waiting a little longer than I should have because I took on a sale when I was in the process of moving homes. I probably felt worse than the buyer.
If you have to delay a package shipment to someone, be sure to email them and let them know. On top of that, if you promised an arrival date, do everything you can to keep it, including expedited shipping if applicable.