Thursday, January 8th, 2009
In July of 2008, I wrote two posts on what not to do when selling homogeneous products with specific references to G&B Comics at the Bras Basah Complex, and today I’ve finally decided to take my business elsewhere.
You might remember in one of the posts, I said “Don’t make it seem like all you’re in for is the money“, referring to my email telling them not to order product for me while I was away in Canada, and their subsequent reply.
Today I enter the shop and they dump four months worth of comic books on the counter. When I told them I had emailed months in advance not to order comics for me and that I had received an acknowledgment from them. I got an irritable look like this was my fault. I sent them that email to save them money and stop them from over-purchasing, but clearly, such intentions aren’t appreciated.
As I’ve said many a time, in this recession economy, if I can get the exact same product at a different store for a lower price, better customer service or some other differentiating factor, I’ll do it. And that means you’ll lose out.
With that, goodbye G&B Comics. Your horrendous customer service has done you in and I assure you, the customer lifetime value you’re losing from this hardcore comic book reader will amount to the thousands that someone else will be benefiting from.
Tags: bad customer service, bras basah complex, canada, comic books, comic shops singapore, g&b comics singapore
Posted in Poor Practices, case studies | 2 Comments »
Wednesday, July 16th, 2008
You might have read the “About me” section that I put up on the blog maybe a month ago and picked up that I collect comic books/graphic novels. The thing about comic books (and to some extent normal books), is that they’re homogeneous. I could get them from any comic store (or book store) in Singapore (or the world, for that matter), and it would be the exact same product.
So what do you have going for you? Either a very competitive price, excellent service and customer relations, or both. (Singapore is pretty small and all the stores are centrally located, so I’ll leave location out of the equation).
I had to move to G&B Comics when the previous shop I went to closed down. Their prices are not terrible, but I’m paying more than I did at the old shop, and I can get some stuff at Kinokuniya at a better price. What really irks me is the customer service. So much so that I’ve had time to sit down and think of four things not to do if you’re in their position, of which I will share two today.
#1 – Don’t give your customers a number
The thing about this store (as opposed to previous stores) is that they don’t know who the hell you are. We go by numbers. So every week when I go to the store, I report my number like a prison inmate before I get my stash of comics. It’s not a great feeling.
#2 – Don’t employ the wrong people
In the previous store, Colin did everything himself, which means he knows a little bit about the comics industry. If you needed to order something, he’d take note immediately. The people hired at this store, aren’t like that and they’re literally like the checkout people at a supermarket. They’ll take your cash, but ask them about anything actually related to comic books, and you’re out of luck. It also doesn’t speak very well of the store if you’ve told the staff three or four times to help you keep a book, and they keep leaving it out.
After awhile actually becomes easier for me to just forget about asking them “Sorry I’m missing a copy of Manhunter” and just pick it up elsewhere instead. If they can’t be bothered about taking note of my buying preferences, then some other place can take the money.
#3 and #4 coming tomorrow. By the way don’t take this post like I hate the store. I’ve just had countless negative experiences in a few months that have been bugging me, despite me giving suggestions on how to improve.
Tags: bad customer service, comic book stores singapore, comic books, competitive pricing, customer relations, customer service, Graphic Novels, selling homogeneous product
Posted in Poor Practices, Singapore | 2 Comments »
