For 30 years we have built a shop that clearly respects the dollars spent with us and offer a level of service that most can't (in our area at least). We built that business partially on the backs of the WS. Every order that we've ever filled, has met the value and quality that should for any rec., our future prospect. We have always marketed "very" aggressively and have been called on the carpet a time or two by the big two. I was always convinced that my funnel would suffer if I let go of a service, since 30% of our new accounts are people pulled over from those orders. But after a series of events last year, I just got tired of seeing that shadow at the front door. I terminated FTD and began to search for a way to fill that funnel to replace these orders/customers.
I found it this VD and is was something called "better customer service". Last year we delivered just over 400 orders (13/14) and 100 or them we're .coms. I am one of those who believes in preparation and spend well over 40 hours planning every holiday and always said, "let that machine run". Some we're good values and others weren't. Last year 95% of my complaints (I know Boss, I know) we're from these orders. The phone rang off the hook with everything you could imagine. These orders took up so much of my and my wifes time, that other people and things got neglected.........
This year, we delivered just under 400 for this year and the phone has yet to ring. So that means we had a net gain. All business's done by 2pm and then the residences by 6pm. Today I started calling a few larger accounts asking about the product and doing some "customer maintenance". Several people have called to thank us for or service and my daughter and clerk all agreed that the place went so smooth this year. I had so much more time to focus on the drivers, quality of the product and I actually got to work on the tractor trailer for a few hours pulling orders. I guess I had forgotten just how much "the middleman" can be a "time vampire".
I appreciate all of you guys and thanks for putting up with this hard-head!!
I found it this VD and is was something called "better customer service". Last year we delivered just over 400 orders (13/14) and 100 or them we're .coms. I am one of those who believes in preparation and spend well over 40 hours planning every holiday and always said, "let that machine run". Some we're good values and others weren't. Last year 95% of my complaints (I know Boss, I know) we're from these orders. The phone rang off the hook with everything you could imagine. These orders took up so much of my and my wifes time, that other people and things got neglected.........
This year, we delivered just under 400 for this year and the phone has yet to ring. So that means we had a net gain. All business's done by 2pm and then the residences by 6pm. Today I started calling a few larger accounts asking about the product and doing some "customer maintenance". Several people have called to thank us for or service and my daughter and clerk all agreed that the place went so smooth this year. I had so much more time to focus on the drivers, quality of the product and I actually got to work on the tractor trailer for a few hours pulling orders. I guess I had forgotten just how much "the middleman" can be a "time vampire".
I appreciate all of you guys and thanks for putting up with this hard-head!!
